BS/EN 14012-2019 pdf download.Postal services-Quality of service Complaints handling principles.
4.5 ResponsIveness
Where the complaint cannot be dealt with immediately, receipt of each complaint should be acknowledged to the complainant. On request complainants should be kept informed of the status of their complaint through the complaints-handling process, including when to expect the next step or the final response to their complaint.
4.6 Objectivity
Each complaint should be dealt with in an equitable, objective and unbiased manner through the complaints-handling process and according to the standard complaint handling procedures in place.
4.7 Confidentiality
Personally identifiable information concerning the complainant should be available where needed, but only for the purposes of addressing the complaint within the organization, and should be actively protected from disclosure to any other source (either internally or externally) unless the complainant expressly consents or requests for specific details to be disclosed.
4.8 User focused approach
The first goal of coniplaint handling is the complainant’s satisfaction and the recovering of confidence in the postal service to engender long-term loyalty to the postal organization involved.
Postal organizations should take account of users’ needs and expectations when designing and deploying complaint handling processes. Complaint handling systems should be open to user feedback and should show commitment to helping the postal organization to resolve the root causes of complaints and to avoid them re-occurring.
4.9 Auditability
Postal organizations should have documented procedures regarding complaint handling. These procedures should be auditable, as and when required.
4.10 Continual improvement
The continual improvement of the overall quality of service is the main 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.
Postal organizations’ complaint handling systems should be flexible to allow modifications, in order to take into account changing technology, dynamic market conditions and changing user needs and expectations.
Responsibility for the reporting and resolution of the root cause of the complaint lies with the service-1 product- or process-owner in the organization responsible for the specific service failure or product concerned.
Oral complaints that are solved ‘on the spot’ (outlet, distribution base or sorting centre) may not be recorded.
4.13 Complaints on postal items handled by multiple operators (cross border or multi- handled domestic mail)
The responsibility to handle a complaint is with the original operator, who is the contractor.
In the case of postal items being handled by multiple operators, any of the postal operators involved in the supply chain should accept a complaint made by the user. Agreement on who is responsible should be determined by procedures developed between multiple operators, but the responsibility for dealing with the complainant until there is a resolution or transfer of the management of the complaint to the right operator lies with the postal operator receiving the complaint.
If a postal operator receives a complaint where they have no part in the supply chain the complainant should be informed about appropriate referral channels if possible. Complaints that obviously do not refer to the postal operator that receives the complaint should not be accepted or counted in that organization complaint data.
4.14 Compensation to users
Users are entitled to make claims for compensation if they perceive that the postal organization has not met the product or service specification contained within the organization’s general terms of business. The general terms of business should specify how, when and what level of compensation could be expected to be paid.
5 Complaint handling commitment
Postal organizations should be committed to effective and efficient complaints-handling and the analysis of complaints should contribute to the improvement of the organization’s products. services and processes. It is particularly important that this is positively accepted and promoted by the postal organization’s top management
This commitment should be reflected in the definition, adoption and dissemination of policy and procedures for the resolution of complaints. The policy should be made available to users and other interested parties.
Management commitment should be shown by the provision of adequate resources, including training, and by continually following up and analysing the complaint figures and how these have led to the continual improvement of services, products and processes.BS/EN 14012-2019 pdf download.

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