DS DS/EN 14012 Postal services - Quality of service - Measurement of complaints and redress procedures
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DS DS/EN 14012 Document Information:
Title
Postal services - Quality of service - Measurement of complaints and redress procedures
Postale tjenester - Servicekvalitet - Måling af klage- og afhjælpningsprocedurer
Dansk Standard
Publication Date:
Apr 30, 2003
Scope:
This standard specifies requirements for the measurement of complaints and redress procedures related to the domestic and international postal service. It defines various types of complaints and for each of them establishes a methodology for measuring response rates for their acknowledgement, processing, and resolution by the service provider.
Keywords:
- AFTER-SALES SERVICES
- CLASSIFICATION
- COMPENSATION
- COMPLAINTS
- DEFINITION
- DEFINITIONS
- LETTERS (DOCUMENTS)
- MAIL
- POSTAL DELIVERY
- POSTAL SERVICES
- QUALITY ASSURANCE
- QUALITY REQUIREMENTS
- SERVICES
- TIME MEASUREMENT
- QUALITY CONTROL
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