scope:

This Technical Report is an extension as a guide to the EuropeanStandard EN 14012 with regard to damage of postal items. EN 14012recommends: The continual improvement of the overall quality ofservice is an objective of the complaint handling system, and usingthe information from the complaint handling process to improve theoverall quality of service should be a permanent objective of anypostal organization. Complaint handling processes should allowanalysis of complaint causes. However, it does not contain detailedguidelines to possible solutions. Damages are a rare event and astandard for measurement proved not to be feasible. This documentcontains a set of best practices dedicated to use by postaloperators regardless of their size and users of postalservices.