BS PD CEN/TR 16915:2015是欧洲标准EN 14012在以下方面的扩展指南: 邮件损坏。EN 14012建议:持续改进整体服务质量是投诉处理的目标 系统，并利用投诉处理过程中的信息来提高投诉的整体质量 服务应该是任何邮政组织的永久目标。投诉处理流程应允许分析投诉原因。然而，它没有包含可能的解决方案的详细指南。损害赔偿是一种罕见的事件，也是一种危险 测量标准被证明是不可行的。本文档包含一套最佳实践 专门供邮政运营商使用，无论其规模大小和邮政服务用户。 交叉引用:EN 14012:20082008/6/EC97/67/E购买本文件时可获得的所有现行修订均包含在购买本文件中。

BS PD CEN/TR 16915:2015 is an extension as a guide to the European Standard EN 14012 with regard to damage of postal items. EN 14012 recommends:The continual improvement of the overall quality of service is an objective of the complaint handling system, and using the information from the complaint handling process to improve the overall quality of service should be a permanent objective of any postal organization.Complaint handling processes should allow analysis of complaint causes.However, it does not contain detailed guidelines to possible solutions. Damages are a rare event and a standard for measurement proved not to be feasible. This document contains a set of best practices dedicated to use by postal operators regardless of their size and users of postal services.Cross References:EN 14012:20082008/6/EC97/67/ECAll current amendments available at time of purchase are included with the purchase of this document.