本文件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。注意如何在多个操作员情况下处理投诉。该标准还为补偿和补救程序提供了指导。 本文件适用于所有类型的邮政服务，包括普遍服务和非普遍服务 服务，以及所有类型的邮政组织。它定义了各种类型的投诉，并建立了 处理投诉的方法，以改善向邮政用户提供的服务，包括 残疾人和老年人。它还为客户投诉处理流程提供指导 由邮政服务提供商设立，以提高服务质量。 本文件适用于组织的过程，因此也适用于质量 它所基于的管理原则可以部署到整个组织中。的重点 本文件是持续改进的成果，通过员工满意度来衡量 客户和其他相关方。 需要注意的是，收到的投诉数量可能与服务水平无关 鉴于相反，大量投诉可能反映了邮政运营商服务的有效性 投诉处理流程。 本文件包括指南和建议，既不用于认证， 法规或合同使用，也不作为实施EN ISO 9001的指南。交叉引用:ISO 10002EN ISO 9004: 2018EN ISO 9001:2015EN ISO 9241-210:2010EN 14534:2016EN 301549:2018EN 17161:2019CEN指南6ISO/DIS 21055购买本文件时提供的所有当前修订版均包括在内。

This document specifies complaints-handling principles related to domestic and international postal services. It applies to both national and cross border services. Attention is given to how to handle complaints in multiple operator situations. The standard also gives guidance for compensation and redress procedures. This document can 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 including persons with disabilities and older persons. It also gives guidance for complaints-handling processes to be set up by postal service providers in order to improve quality of service. This document 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. The focus of this document is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties. It is important to note that the number of complaints received might not be related to the level of service given. A large number of complaints on the contrary could reflect the effectiveness of the postal operator's complaint handling process. This document consists of guidance and recommendations and is neither intended for certification, regulatory or contractual use, nor as a guide to the implementation of EN ISO 9001.Cross References:ISO 10002EN ISO 9004:2018EN ISO 9001:2015EN ISO 9241-210:2010EN 14534:2016EN 301549:2018EN 17161:2019CEN Guide 6ISO/DIS 21055All current amendments available at time of purchase are included with the purchase of this document.