JORF n ° 0033 8 February 2012 page 2248 text no. 26 Decree of January 30, 2012, relative to the objectives of quality of service attached to the post Office for 2011 and 2012 in respect of the supply of universal service that La Poste is required to provide pursuant to article L. 2 of code positions and electronic communications NOR: INDI1200700A ELI : https://www.legifrance.gouv.fr/eli/arrete/2012/1/30/INDI1200700A/jo/texte the Minister the Minister of economy, finance and industry, responsible for industry, energy and the digital economy, given the positions and code of electronic communications, such as article L. 2, 4 ° of article L. 5 - 2 and section a. 1-1-8;
Considering the opinion of the higher Commission of public service positions and electronic communications as of December 13, 2011;
See opinion No. 2011 - 1509 of the electronic communications regulatory authority and positions as of December 22, 2011, stop: Article 1 more on this article...
(1) the Community cross-border mail must be performed in accordance with the European norm EN 13850 and measures quality of priority letter service.
(2) the measure of the quality of service of the Colissimo window must be made using a method which should be computerized, explained and auditable.
(3) for 2012, the measure of the quality of green must letter service be carried out on the basis of a representative sample of the flow and taking into account the elements of routing, filing and distribution of these items.
(4) the measure of the quality of service of the registered letter must be made on the basis of the methodology provided by the standard EN 14137 from the year 2012.
Article 2 more on this article...
The days filing and distribution agreeing in working days, indicators and objectives of quality of service assigned to the post office are defined in the attached table.
Article 3 more on this article...
The treatment of claims must reveal the object of an annual report that the number of mail and parcel claims as well as the methodology used. The measurement method must conform to the principles advocated in the European standard EN 14012.
The response rate of claims within a period of twenty-one days for domestic mail is set at 95% for the years 2011 and 2012.
The response rate of claims within a period of twenty-one days package is set at 95% for the years 2011 and 2012.
Article 4 more on this article...
To the registered letter, La Poste must measure the loss of these items in accordance with the European standard EN 14137 from the year 2012.
Article 5 more on this article...
Executive Director 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.
Annex A N N E X E objectives of quality of SERVICE in respect of the supply of SERVICE universal for 2011 and 2012 2011 2012 objectives letter priority J + 1 distribution rates in J + 1 85% 85% excessive delays (distribution beyond J + 3) 1.2% ¸ ¸ 1.2% letter green distribution rate in D + 2 n/a 90% Colissimo window rate distribution in J + 2 (simple or recommended) 87% 87% delivery in D + 2 with postage rate Electronics (simple or recommended) 87.5% 88% excessive delays (distribution beyond J + 4) 2% ¸ ¸ 2% registered letter rate distribution in J + 2 n/a 88% cross-border mail (import) distribution rate in D + 3 90% 90% 97% 97% J + 5 distribution rate is January 30, 2012.