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

Hans-W. Micklitz
Out of court
dispute
settlement
procedures
Collective
redress
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
6. Monitoring and inspection
Quality of
service,
Measureme
nt of
complaints
and redress
procedures
EN 14012
6. complaint
management
system
(complaints
handling,
replying to
complaints)
7. Redress
procedures
(how they
are operated,
and how the
level and
form of
compensatio
n and the
time taken to
pay
compensatio
n should be
determined)
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
Again, this is an issue which is tackled in the horizontal standard on complaints
and redress procedures, EN 14012. Some basic rules are foreseen on the
measurement of complaints.
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