scope:

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 service is an objective of the complaint handling system, and using the information from the complaint handling process to improve the overall quality of service should be a permanent objective of any postal organization.

Complaint handling processes should allow analysis of complaint causes.

However, it does not contain detailed guidelines to possible solutions. Damages are a rare event and a standard for measurement proved not to be feasible. This document contains a set of best practices dedicated to use by postal operators regardless of their size and users of postal services