STN EN 14012
| Name: | STN EN 14012 |
| Validity: | Valid |
| Number of pages: | 58 |
| Language: |
EN
|
| Paper: | 21,40€ |
| Electronic version |
a) Only read (without ability to print and copy)
19,26€ b) Without ability to print, with ability to copy (printscreen) 21,40€ c) With ability to print and copy (printscreen) 27,82€ |
| Slovak title | Poštové služby. Kvalita služby. Princípy vybavovania sťažností a reklamácií |
| English title | Postal services - Quality of service - Complaints handling principles |
| Release Date: | 01. 04. 2020 |
| Date of withdrawal: | |
| ICS: | 03.240 |
| Sorting character/National clasification code | 96 1020 |
| Level of incorporation: | idt EN 14012:2019 |
| Official Journal | 03/20 |
| Amendments | |
| Replaced by: | |
| Repleces: | STN EN 14012:2009-05 (01 0134) |
| Note in Official Journal: | |
| Subject of the standard: | This European Standard specifies complaints handling principles related to domestic and international postal services. It applies to both national and cross border services. The standard also gives guidance for compensation and redress procedures. This European Standard may be applied to all types of postal service both Universal service and non-universal service and by all types of postal organizations. It defines various types of complaints and establishes a methodology for handling complaints in order to improve the service given to postal users. It also gives guidance for complaints handling processes to be set up by postal service providers in order to improve quality of service. |
| Preview: | Náhľad normy (PDF) |