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

Services Standards
5. Post-contractual stage – after-sales services, complaint handling,
dispute settling, collective redress, protection against insolvency
The issue is dealt with in a horizontal European standard, EN 14012. This goes
back to the two Directives 97/67/EC and 2002/39/EC, which put much emphasis
on the availability of appropriate dispute settlement schemes. If one compares
the relevant provisions in the Directives to the stipulations in the technical
standard, one may wonder to what extent the technical standard provides
additional guidance. The European Commission has developed at least two
Recommendations 98/257/EC 413 and 2001/310/EC 414 which lay down specific
requirements on how dispute settlement procedures should look like.
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
After-sales
services
Insolvency
In-house
complaint
handling
4. Making a
complaint
(process,
information
provided to
users,
information
required
when making
a complaint),
5.
Classification
of complaints
(process,
categories,
lost items)
413 OJ L 115, 17.4.1998, 31
414 OJ L 109, 19.4.2001, 56.
171