標準號：DIN EN 14012-2009
中文標準名稱：郵政服務 服務質量 投訴處理原則
英文標準名稱：Postal services - Quality of service - Complaints handling principles; English version of DIN EN 14012:2009-04
標準類型：M80
發布日期：1999/12/31 12:00:00
實施日期：1999/12/31 12:00:00
中國標準分類號：M80
國際標準分類號：03.240
引用標準：ISO 10002
適用范圍：This European Standard specifies complaints handling principles related to domestic and international postalservices. It applies to both national and cross border services. Attention is given to how to handle complaintsin multiple operator situations. The standard also gives guidance for compensation and redress procedures.This European Standard may be applied to all types of postal service both Universal service and non-universal service and by all types of postal organizations. It defines various types of complaints andestablishes a methodology for handling complaints in order to improve the service given to postal users. Italso gives guidance for complaints handling processes to be set up by postal service providers in order toimprove quality of service.This European Standard provides guidelines beyond the requirements given in ISO 10002 and ISO 9001 inorder to consider both the effectiveness and efficiency of a complaint handling process, and consequently thepotential for improvement of the performance of an organization. When compared to ISO 9001, the objectivesof customer satisfaction and product quality are extended to include the satisfaction of interested parties andthe performance of the organization.This European Standard is applicable to the processes of the organization and consequently the qualitymanagement principles on which it is based can be deployed throughout the organization. The focus of thisEuropean Standard is the achievement of ongoing improvement, measured through the satisfaction ofcustomers and other interested parties.It should be noted that the number of complaints received might not be related to the level of service given. Alarge number of complaints may on the contrary reflect the effectiveness of the postal operator's complainthandling process.This European Standard consists of guidance and recommendations and is neither intended for certification,regulatory or contractual use, nor as a guide to the implementation of ISO 9001.In Annex I the relationship with the second edition of this European Standard is explained.