Handling end user complaints in the Postal sector - Webinar

For further information, please contact us at [e-mail] !
---
The EU postal regulatory framework prescribes that all postal service providers must have transparent, simple and affordable procedures for dealing with end-users' complaints. In particular, such procedures shall be in place for complaints related to non-compliance with the quality of service standards, and for the loss, thefts and damage of postal items.
The available procedures must aim for the fair settlement of disputes, with reimbursement and/or compensation to end users where applicable. Furthermore, postal operators providing universal service are required to publish, on annual basis, information on the number of complaints received and how those were handled/resolved.
The applicable regulations shall also encourage the use of independent out-of-court settlement schemes as an alternative means for dispute resolution between postal service providers and end users. The latter may escalate their claims to the competent national authority if complaints are not satisfactorily resolved by the universal service providers.
Cullen International's free one-hour webinar provides an overview of how the end-user complaints are handled in the postal sector, including:
how European postal consumers make their complaints and to which bodies;
the nature of typical complaints by the postal end users; and
the postal operators' obligations to compensate end users for late, damaged or lost items, and the levels of such compensation.