DIN EN 14012:2018-09
Superseded Draft standard
Historical

DIN EN 14012:2018-09

Postal services - Quality of service - Complaints handling principles; German and English version prEN 14012:2018
Most recent standard

Summary

This document specifies complaints handling principles related to domestic and international postal services. It applies to both national and cross border services. The standard also gives guidance for compensation and redress procedures. It defines various types of complaints and establishes a methodology for handling complaints in order to improve the service given to postal users.The focus of this document is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties.

Notes

Prévu pour remplacer DIN EN 14012 (2009-04).

Technical characteristics

Publisher Deutsche Institut für Normung e.V. (DIN)
Publication Date 09/01/2018
Page Count 119
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ISBN ---
Weight (in grams) ---
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