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BSEN140122008邮政服务服务质量投诉处理原则BRITISHSTANDARDBSEN140122008POSTALSERVICESQUALITYOFSERVICECOMPLAINTSHANDLINGPRINCIPLESICS03240NOCOPYINGWITHOUTBSIPERMISSIONEXCEPTASPERMITTEDBYCOPYRIGHTLAWLICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20101030,UNCONTROLLEDCOPY,CBSIBSEN140122008NATIONALFOREWORDTHISBRITISHSTANDARDISTHEUKIMPLEMENTATIONOFEN140122008ITSUPERSEDESBSEN140122003WHICHISWITHDRAWNTHEUKPARTICIPATIONINITSPREPARATIONWASENTRUSTEDTOTECHNICALCOMMITTEESVS/4,POSTALSERVICESALISTOFORGANIZATIONSREPRESENTEDONTHISCOMMITTEECANBEOBTAINEDONREQUESTTOITSSECRETARYTHISPUBLICATIONDOESNOTPURPORTTOINCLUDEALLTHENECESSARYPROVISIONSOFACONTRACTUSERSARERESPONSIBLEFORITSCORRECTAPPLICATIONCOMPLIANCEWITHABRITISHSTANDARDCANNOTCONFERIMMUNITYFROMLEGALOBLIGATIONSTHISBRITISHSTANDARDAMENDMENTS/CORRIGENDAISSUEDSINCEPUBLICATIONWASPUBLISHEDUNDERTHEAUTHORITYOFTHESTANDARDSPOLICYANDDATECOMMENTSSTRATEGYCOMMITTEEON31JANUARY2010BSI2010ISBN9780580589904LICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20101030,UNCONTROLLEDCOPY,CBSIBSEN140122008EUROPEANSTANDARDEN14012NORMEEUROPENNEEUROPISCHENORMNOVEMBER2008ICS03240SUPERSEDESEN140122003ENGLISHVERSIONPOSTALSERVICESQUALITYOFSERVICECOMPLAINTSHANDLINGPRINCIPLESSERVICESPOSTAUXQUALITDUSERVICEPRINCIPESDEPOSTALISCHEDIENSTLEISTUNGENDIENSTQUALITTGRUNDSTZETRAITEMENTDESRCLAMATIONSDERBEARBEITUNGVONBESCHWERDENTHISEUROPEANSTANDARDWASAPPROVEDBYCENON25OCTOBER2008CENMEMBERSAREBOUNDTOCOMPLYWITHTHECEN/CENELECINTERNALREGULATIONSWHICHSTIPULATETHECONDITIONSFORGIVINGTHISEUROPEANSTANDARDTHESTATUSOFANATIONALSTANDARDWITHOUTANYALTERATIONUPTODATELISTSANDBIBLIOGRAPHICALREFERENCESCONCERNINGSUCHNATIONALSTANDARDSMAYBEOBTAINEDONAPPLICATIONTOTHECENMANAGEMENTCENTREORTOANYCENMEMBERTHISEUROPEANSTANDARDEXISTSINTHREEOFFICIALVERSIONSENGLISH,FRENCH,GERMANAVERSIONINANYOTHERLANGUAGEMADEBYTRANSLATIONUNDERTHERESPONSIBILITYOFACENMEMBERINTOITSOWNLANGUAGEANDNOTIFIEDTOTHECENMANAGEMENTCENTREHASTHESAMESTATUSASTHEOFFICIALVERSIONSCENMEMBERSARETHENATIONALSTANDARDSBODIESOFAUSTRIA,BELGIUM,BULGARIA,CYPRUS,CZECHREPUBLIC,DENMARK,ESTONIA,FINLAND,FRANCE,GERMANY,GREECE,HUNGARY,ICELAND,IRELAND,ITALY,LATVIA,LITHUANIA,LUXEMBOURG,MALTA,NETHERLANDS,NORWAY,POLAND,PORTUGAL,ROMANIA,SLOVAKIA,SLOVENIA,SPAIN,SWEDEN,SWITZERLANDANDUNITEDKINGDOMEUROPEANCOMMITTEEFORSTANDARDIZATIONCOMITEUROPENDENORMALISATIONEUROPISCHESKOMITEEFRNORMUNGMANAGEMENTCENTRERUEDESTASSART,36B1050BRUSSELS2008CENALLRIGHTSOFEXPLOITATIONINANYFORMANDBYANYMEANSRESERVEDREFNOEN140122008EWORLDWIDEFORCENNATIONALMEMBERSLICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20101030,UNCONTROLLEDCOPY,CBSIBSEN140122008EN140122008ECONTENTSPAGEFOREWORD4INTRODUCTION51SCOPE72NORMATIVEREFERENCES83TERMSANDDEFINITIONS84COMPLAINTHANDLINGGUIDINGPRINCIPLES1141GENERAL1142VISIBILITY1143ACCESSIBILITY1144ACCEPTABILITY1145RESPONSIVENESS1246OBJECTIVITY1247CONFIDENTIALITY1248USERFOCUSEDAPPROACH1249AUDITABILITY12410CONTINUALIMPROVEMENT12411CONFORMITYWITHNATIONALANDINTERNATIONALFRAMEWORK12412RESOLUTIONOFPROBLEMATLOCALLEVEL13413COMPLAINTSONPOSTALITEMSHANDLEDBYMULTIPLEOPERATORSCROSSBORDERORMULTIHANDLEDDOMESTICMAIL13414COMPENSATIONTOUSERS135COMPLAINTHANDLINGCOMMITMENT136COMPLAINTHANDLINGMANAGEMENT147OPERATIONOFTHECOMPLAINTSHANDLINGPROCESS1471COMMUNICATION1472ACCESSTOCOMPLAINTHANDLINGPROCESSES1473TIMESCALESFORUSERSTOMAKECOMPLAINTS1474RECEIPTOFCOMPLAINTS1475CLASSIFICATIONOFCOMPLAINTS1576ACKNOWLEDGEMENTOFCOMPLAINTSRECEIVED1577TRACKINGOFCOMPLAINTS1578INVESTIGATIONOFCOMPLAINTS1579RESPONSETOCOMPLAINTS15710CLAIMSFORCOMPENSATION15711COMMUNICATIONOFTHEDECISION16712REVIEWOFCOMPLAINTSANDDECISIONS167121INTERNALESCALATION167122EXTERNALESCALATION16713CLOSINGTHERECORDOFACOMPLAINT16714COMPLAINTREPORTINGPERFORMANCEIMPROVEMENT167141INTERNALREPORTING167142EXTERNALREPORTING17715IMPROVEMENTACTIVITY178MAINTENANCEANDIMPROVEMENT17ANNEXAINFORMATIVECUSTOMERCOMPLAINTPROCESSESCHANNELSANDMECHANISMSFORCOMMUNICATINGCOMPLAINTHANDLINGPROCESSESTOPOSTALUSERS18A1COMMUNICATIONCONTENT182LICENSEDCOPYATHENREADING,READINGUNIVERSITYLIBRARY,24/01/20101030,UNCONTROLLEDCOPY,CBSIBSEN140122008EN140122008EA2COMMUNICATIONCHANNELS18ANNEXBINFORMATIVECOMPLAINTCHANNELS19B1LISTOFCOMPLAINTCHANNELSINVOLVED19B2CHANNELOPERATION19B21GENERAL19B22TELEPHONECOMPLAINTS19B23COMPLAINTSMADEINWRITING19B24EMAILCOMPLAINTS20B25COMPLAINTSMADEINPERSON20B26OTHERFACILITIES20ANNEXCINFORMATIVECAPTURINGUSERINFORMATIONONCOMPLAINTS21ANNEXDINFORMATIVECOMPLAINTCATEGORISATIONANDCLASSIFICATION23D1INTRODUCTION23D2COMPLAINTJUSTIFICATION23D3COMPLAINTOWNERSHIP23D4COMPLAINTCATEGORIES24D5REASONSFORCOMPLAINT24ANNEXEINFORMATIVERESPONSES25E1CONTENTOFRESPONSESSUGGESTEDSEQUENCE25E2ISSUESTOBECONSIDEREDCANINCLUDE25E3TIMESCALESFORRESPONSES25ANNEXFINFORMATIVECOMPLAINTREPORTING26F1GENERAL26F2TIMESCALESFORREPORTING26F3REPORTCONTENT26F4EXTRAMONITORINGDATA27ANNEXGNORMATIVEPERFORMANCEIMPROVEMENTACTIVITY29G1GENERAL29G2ASSESSINGTHEORGANIZATIONISABLETODEALWITHTHEINFORMATIONOFTHECOMPLAINTHANDLINGPROCESS29G21ORGANIZATIONOFCOMPLAINTINFORMATIONDISSEMINATION29G22EXAMPLESOFCOMPLAINTANALYSISCONTRIBUTIONTOPERFORMANCEIMPROVEMENT29G3ASSESSINGHO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