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The Minister to the Minister of Economy, Finance and Industry, responsible for industry, energy and the digital economy,
Having regard to the Code of Posts and Electronic Communications, including Article L. 2, Article L. 5-2 and Article R. 1-1-8;
Having regard to the opinion of the Superior Commission of the Public Post and Electronic Communications Service dated 13 December 2011;
In light of opinion No. 2011-1509 of the Electronic Communications and Post Regulatory Authority dated 22 December 2011,
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1° The quality of service measures of the priority letter and community cross-border mail must be carried out in accordance with European standard EN 13850.
2° Measuring the quality of service of the Colissimo Window must be done using a method that must be computerized, explicit and auditable.
3° For 2012, the measurement of the service quality of the letter Verte must be carried out on the basis of a representative sample of the flows and taking into account the shipping, filing and distribution elements of these shipments.
4° Measurement of the quality of service of the recommended letter shall be carried out on the basis of the methodology provided for in EN 14137 beginning in 2012.
The filing and distribution days for business days, the service quality indicators and objectives assigned to La Poste are defined in the table in the Appendix.
The processing of claims must be the subject of an annual report showing the number of mail and parcel claims and the methodology used. The measurement method must conform to the principles recommended in European standard EN 14012.
The response rate of claims within twenty-one days for domestic mail is set at 95 per cent for the years 2011 and 2012.
The response rate of claims within twenty-one days for the package is set at 95 per cent for the years 2011 and 2012.
For the recommended letter, La Poste must measure the loss of these objects in accordance with European standard EN 14137 as of 2012.
The Director General of Competitiveness, Industry and Services is responsible for the execution of this Order, which will be published in the Official Journal of the French Republic.
A N N E X E
SERVICE QUALITY OBJECTIVES TO THE WORKSHOP
UNIVERSAL SERVICE FOR 2011 AND 2012
| | Objectives | Objectives |
| Priority letter J + 1 | | |
| Distribution rate in J + 1 | 85 per cent | 85 per cent |
| Excessive delays (distribution beyond J + 3) | 1.2 % | 1.2 % |
| Letter Verte | | |
| Distribution rate in J + 2 | n/a | 90 per cent |
| Colissimo ATM | | |
| Distribution rate in J + 2 (similar or recommended) | 87 per cent | 87 per cent |
| Distribution rate in J + 2 with electronic postage (similar or recommended) | 87.5 per cent | 88 per cent |
| Excessive delays (distribution beyond J + 4) | 2 % | 2 % |
| Recommended | | |
| Distribution rate in J + 2 | n/a | 88 per cent |
| Transboundary Courrier (import) | | |
| Distribution rate in J + 3 | 90 per cent | 90 per cent |
| Distribution rate in J + 5 | 97 per cent | 97 per cent |
Done on 30 January 2012.
Eric Besson
