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

Services Standards
Safety
Billing
Payment
modalities
Apertures of
private
letterboxes
and letter
plates
Requiremen
ts and test
methods
EN 13724
penetration
5.3.2. safety
(apertures
cannot be
reached
when
inserting a
letter),
Self closing
of the
aperture,
Fire
protection
regulations,
5.6. security
(against
theft)
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
substantially
delayed
items).
5.
Methodology
b) Rights and remedies (withdrawal, compensation and liability)
Quality of
service
Measureme
nt of transit
time of endto-end
for
single piece
non-priority
mail and
second
class mail
EN 14508
transit time,
10. quality
control and
auditing
The consumer who has posted the letter will learn whether and under what
conditions he may claim damages if the letter is delayed despite the guaranteed
transit time, or if it goes lost. The requirements laid down in the two Directives
97/67/EC and 2002/39/EC are concretised to some extent in EN 14137 on
quality of service, measurement of loss of registered mail and other types of
postal services using a “track and trace” system. However, the European
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