Postal services. Quality of service. Measurement of complaints and redress procedures Ingestion-build-156411 1 Introduction

1 Introduction

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Postal services. Quality of service. Measurement of complaints and redress procedures Ingestion-build-156411 1 IntroductionBS EN 14012: 2003 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 establishes 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