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CEN - EN 14012

Postal services - Quality of service - Complaints handling principles

inactive
Organization: CEN
Publication Date: 1 November 2008
Status: inactive
Page Count: 50
ICS Code (Postal services): 03.240

Document History

EN 14012
September 1, 2019
Postal services - Quality of service - Complaints handling principles
This document specifies complaints-handling principles related to domestic and international postal services. It applies to both national and cross border services. Attention is given to how to...
EN 14012
November 1, 2008
Postal services - Quality of service - Complaints handling principles
A description is not available for this item.
EN 14012
March 1, 2003
Postal services - Quality of service - Measurement of complaints and redress procedures
A description is not available for this item.

References

This document references:
ISO 9001 - Quality management systems — Requirements
Published by ISO on September 15, 2015
This International Standard specifies requirements for a quality management system when an organization: a) needs to demonstrate its ability to consistently provide products and services that meet...
This document references:
ISO 9004 - Quality management - Quality of an organization - Guidance to achieve sustained success
Published by ISO on April 1, 2018
This document gives guidelines for enhancing an organization’s ability to achieve sustained success. This guidance is consistent with the quality management principles given in ISO 9000:2015. This...
This document is referenced by:
BS PD CEN/TR 16706 - Postal Services — Quality of Service — Measurement of incorrect delivery — Feasibility Report
Published by BSI on July 31, 2014
A description is not available for this item.
This document is referenced by:
BS PD CEN/TR 16915 - Postal Services — Quality of service — Damage to postal items
Published by BSI on November 30, 2015
A description is not available for this item.
This document is referenced by:
CEN/TR 16915 - Postal Services - Quality of service - Damage to postal items
Published by CEN on November 1, 2015
This Technical Report is an extension as a guide to the European Standard EN 14012 with regard to damage of postal items. EN 14012 recommends: The continual improvement of the overall quality of...
This document is referenced by:
BS PD CEN/TS 15472 - Postal services — Method for measurement of parcel transit time for cross-border parcels within the European Union and EFTA using Tracking and Tracing
Published by BSI on April 30, 2016
A description is not available for this item.
This document is referenced by:
BS PD CEN/TS 16919 - Postal services - Interface and data transfer format for capturing postal automation events IDT-PAE
Published by BSI on April 30, 2016
A description is not available for this item.
This document is referenced by:
CEN/TS 16919 - Postal services - Interface and data transfer format for capturing postal automation events IDT-PAE
Published by CEN on April 1, 2016
An IDT-PAE interface enables interoperability among several systems and processes by providing specifications to the following requirements: a) Data Collection and Transfer: Specification of data...
This document is referenced by:
BS EN 4137 - Aerospace series — Bolts, normal bi-hexagonal head, stepped shank, long thread, in titanium alloy, anodized, MoS2 lubricated — Classification: 1 100 MPa (at ambient temperature) / 315 ˚C
Published by BSI on July 31, 2009
A description is not available for this item.
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