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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 The Code Of Posts And Communica...

Original Language Title: Arrêté du 2 août 2013 relatif aux objectifs de qualité de service fixés à La Poste pour 2013 au titre de l'offre de service universel que La Poste est tenue d'assurer en application de l'article L. 2 du code des postes et des communications él...

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JORF n°0188 of 14 August 2013 page 13876
text No. 34



Order of August 2, 2013 on the quality of service objectives set at La Poste for 2013 under the universal service offer that La Poste is required to ensure pursuant to Article L. 2 of the Post and Electronic Communications Code

NOR: SMEI1318605A ELI: http://www.legifrance.gouv.fr/eli/arrete/2013/8/2/PMEI1318605A/jo/texte


Minister Delegate to the Minister of Productive Recovery, responsible for small and medium-sized businesses, innovation 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 12 July 2013;
In light of opinion No. 2013-0865 of the Electronic Communications and Post Regulatory Authority dated 2 July 2013,
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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 quality of service measures corresponding to these indicators and objectives must comply with the following rules:
1° The quality of service measures of the priority letter, the Green letter and the cross-border community letter must be carried out in accordance with European standard EN 13850;
2° Measurement of the quality of service of the recommended letter shall be carried out on the basis of the methodology provided by European standard EN 14137;
3° Measuring the quality of service of the Colissimo Window must be done using a method that must be computerized, explicit and auditable.

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The measurement of excessive delays in the distribution or loss of recommended letters shall be carried out in accordance with European standard EN 14137.

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The method of measurement of the processing of claims must conform to the principles recommended in European standard EN 14012.
The response rate to claims within twenty-one days for domestic mail is set at 95 per cent for 2013.
The response rate to claims within twenty-one days for the package is set at 95 per cent for 2013.

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Measuring the recovery rate of service following reported dysfunctions with respect to the reshipment service must be carried out using a method that must be computerized, explicit and auditable.
The recovery rate of service following reported dysfunctions with respect to the shipping service is set at 95% in 48 hours for 2013.

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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.

  • Annex



    A N N E X E
    SERVICE QUALITY OBJECTIVES
    FOR 2013




    2013


    Objectives

    Priority letter J + 1


    Distribution rate in J + 1

    85 per cent

    Excessive delays
    (distribution beyond J + 3)

    < 1%

    Letter Verte


    Distribution rate in J + 2

    93 per cent

    Recommended


    Distribution rate in J + 2

    93 per cent

    Transboundary Courrier (import)


    Distribution rate in J + 3

    90 per cent

    Distribution rate in J + 5

    97 per cent

    Colissimo ATM


    Distribution rate in J + 2
    (similar or recommended)

    88 per cent

    Distribution rate in J + 2 with electronic postage
    (similar or recommended)

    88 per cent

    Excessive delays
    (distribution beyond J + 4)

    < 1.5 %


Done on 2 August 2013.


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