JORF n ° 0188 August 14, 2013 page 13876 text no. 34 order of August 2, 2013 relative to the objectives of quality of service attached to the post Office for 2013 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: PMEI1318605A ELI: http://www.legifrance.gouv.fr/eli/arrete/2013/8/2/PMEI1318605A/jo/texte the Deputy Minister to the Minister of the productive recovery responsible for small and medium-sized businesses, innovation and 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 July 12, 2013;
See opinion No. 2013 - 0865 electronic communications regulatory authority and positions as of July 2, 2013, stop: Article 1 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.
The quality of service corresponding to these indicators and targets measures must respect the following rules: (1) measures of quality of service of priority letter, the Green letter and the Community cross-border mail should be performed according to European en 13850;
(2) the measure of the quality of service of the registered letter must be made on the basis of the methodology provided by the European standard EN 14137;
(3) the measure of the quality of service of the Colissimo window must be carried out using a method which should be computerized, explained and auditable.
Article 2 more on this article...
The extent of the excessive delays of distribution or loss of the letters must be in accordance with the European standard EN 14137.
Article 3 more on this article...
The method of measurement of the processing of the claims must conform to the principles advocated in the European standard EN 14012.
The response to complaints within a period of twenty-one days on domestic mail rate is 95% for 2013.
The rate of response to complaints within a period of twenty-one days package is set at 95% for 2013.
Article 4 more on this article...
The measure of the rate of recovery of the service following malfunctions reported concerning the forwarding service must be carried out using a method which should be computerized, explained and auditable.
The rate of recovery of the service following malfunctions reported concerning the forwarding service is set to 95% in 48 hours for 2013.
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 SUPPLY OF SERVICE UNIVERSAL FOR 2013 2013 goals letter priority J + 1 rate distribution in J + 1 > 85% excessive delays (distribution beyond J + 3) < 1% letter green distribution rate in D + 2 93% registered letter rate distribution in J + 2 93% cross-border mail (import) distribution rate in D + 3 90% in J + 5 97% distribution rate counter rates Colissimo delivery in J + 2 (simple or recommended) 88% distribution rate in D + 2 with electronic postage (simple or recommended) 88% excessive delays (distribution beyond J + 4) < 1,5% fact August 2, 2013.