Services Standards: Defining the Core Consumer Elements ... - ANEC

Hans-W. Micklitz
Apertures of
private
letterboxes
and letter
plates
Requiremen
ts and test
methods
EN 13724
Quality of
service
Measureme
nt of transit
time of endto-end
for
single piece
priority mail
and first EN
13850
Guide to
implementat
ion of EN
13850
Quality of
service,
Measureme
nt of
complaints
and redress
procedures
EN 14012
Quality of
service,
Measureme
nt of loss of
registered
mail and
other types
of postal
service
using a
track and
trace
system
EN 14137
Quality of
service
Measureme
nt of transit
time of endto-end
for
single piece
non-priority
mail and
second
class mail
EN 14508
the apertures
for the
delivery of
letter post
items when
fitted in
accordance
with the
manufacturer
’s
instructions.
It takes into
account
security,
impregnabilit
y, safety and
performance
for the
recipient,
and
ergonomics
and
efficiency of
delivery
personnel. It
allows the
daily delivery
in good
condition of a
great
majority of
letter post
items
the end-toend
transit
time of the
domestic and
cross-border
priority single
piece letter
mail,
collected,
processed
and
distributed by
postal
service
operators
The quality
of service
indicator
does not
measure the
postal
operator’s
overall
performance
in a way that
provides
direct
comparison
of postal
service
operators
Guide
CEN/TR
14709 shall
facilitate
implementati
on of EN
t 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
acknowledge
ment,
processing,
and
resolution by
the service
provider
loss and
substantial
delay of
domestic and
cross border
registered
letter mail,
collected,
processed
and
delivered by
postal
service
providers
measuring
the end-toend
transit
time of
domestic and
cross-borer
non priority
single piece
mail,
collected,
processed
and
distributed by
postal
service
operators
164