Norm

NEN-EN 14012:2003 en

Postdiensten - Kwaliteit van de dienstverlening - Meetmethoden van klachten en vergoedingsprocedures

  • Deze norm is ingetrokken sinds 25-02-2009

61,30

Over deze norm

Status Ingetrokken
Aantal pagina's 32
Commissie Post
Gepubliceerd op 01-04-2003
Taal Engels
This European Standard specifies requirements for the measurement of complaints and redress procedures related to the domestic and international postal service. It defines various types of complaints and for each of them establish a methodology for measuring response rates for their acknowledgement, processing and resolution by the service provider. It also specifies the requirements for the complaints management system to be set up by the service provider. This European Standard is applicable to all domestic and cross-broder services within the universal service. It can be used for other postal services if appropiate.

Details

ICS-code 03.240
Nederlandse titel Postdiensten - Kwaliteit van de dienstverlening - Meetmethoden van klachten en vergoedingsprocedures
Engelse titel Postal services - Quality of service - Measurement of complaints and redress procedures
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Normatieve verwijzingen
  • 97/67/EG, Postdiensten

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