本欧洲标准规定了与国内和国际邮政服务有关的投诉处理原则。它适用于国家和跨境服务。该标准还为赔偿和补救程序提供了指导。本欧洲标准适用于所有类型的邮政服务，包括普遍服务和非普遍服务以及所有类型的邮政组织。它界定了各种类型的投诉，并制定了处理投诉的方法，以改进对邮政用户的服务。它还指导邮政服务提供者建立投诉处理程序，以提高服务质量。本欧洲标准提供了超出ISO 10002和ISO 9001要求的指南，以考虑投诉处理过程的有效性和效率，以及由此提高组织绩效的潜力。与ISO 9001相比，顾客满意和产品质量的目标被扩展到包括相关方的满意和组织的绩效。本欧洲标准适用于本组织的过程，因此本标准所依据的质量管理原则可在整个组织中实施。应当指出，收到的投诉数量可能与提供的服务水平无关。大量的投诉可能恰恰相反，反映了邮政运营商投诉处理过程的有效性。

This European Standard specifies complaints handling principles related to domestic and international postal services. It applies to both national and cross border services. The standard also gives guidance for compensation and redress procedures. This European Standard may be applied to all types of postal service both Universal service and non-universal service and by all types of postal organizations. It defines various types of complaints and establishes a methodology for handling complaints in order to improve the service given to postal users. It also gives guidance for complaints handling processes to be set up by postal service providers in order to improve quality of service. This European Standard provides guidelines beyond the requirements given in ISO 10002 and ISO 9001 in order to consider both the effectiveness and efficiency of a complaint handling process, and consequently the potential for improvement of the performance of an organization. When compared to ISO 9001, the objectives of customer satisfaction and product quality are extended to include the satisfaction of interested parties and the performance of the organization. This European Standard is applicable to the processes of the organization and consequently the quality management principles on which it is based can be deployed throughout the organization. It should be noted that the number of complaints received might not be related to the level of service given. A large number of complaints may on the contrary reflect the effectiveness of the postal operator's complaint handling process.