Key Benefits:
Minister of Economy, Industry and Digital,
Vu le Post and electronic communications codein particular Article L. 2, Article L. 5-2 and Article R. 1-1-8;
Having regard to the opinion of the Commission Supérieur du Service Public des postes et des communications électronique dated 16 July 2014;
In light of opinion No. 2014-0771 of the Autorité de régulation des communications électronique et des postes dated 8 July 2014,
Stop it!
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 Community Transboundary Mail shall be carried out in accordance with European standard EN 13850;
2° Measuring the quality of service of the Recommended Letter must be carried out using a computerized, explicit, auditable method and as comprehensive as possible. The delivery time is calculated by comparing, for each shipment, on the one hand, its date of registration in the tracking system when it is handled by La Poste, and on the other hand, its date of registration in the tracking system of the first attempt to distribute;
3° Measuring the quality of service of the Colissimo Window must be done using a computerized, explicit and auditable method.
The method of measurement of the processing of claims must conform to the principles recommended in European standard EN 14012.
The rate of response to claims within 21 days of domestic mail is 95% for 2014 and 2015.
The rate of response to claims within 21 days of the package is 95% for 2014 and 2015.
Measuring the recovery rate of service following reported dysfunctions with respect to the reshipment service must be carried out using a computerized, explicit and auditable method.
The recovery rate of service following reported dysfunctions with respect to the shipping service is set at 95% in 48 hours for 2014 and 2015.
The Director General of Companies is responsible for the execution of this Order, which will be published in the Official Journal of the French Republic.
Annex
Quality of Service Objectives for the Universal Service Offer for 2014 and 2015
| Priority letter J + 1 | ||
| Distribution rate in J + 1 | 85 per cent | 85 per cent |
| Excessive delays (distribution beyond J + 3) | < 1% | < 1% |
| Letter Verte | ||
| Distribution rate in J + 2 | 94 per cent | 95 per cent |
| Excessive delays (distribution beyond J + 4) | < 1% | < 1% |
| Recommended | ||
| Distribution rate in J + 2 | 94 per cent | 95 per cent |
| Excessive delays (distribution beyond J + 4) | < 1% | |
| 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 |
| Colissimo ATM | ||
| Distribution rate in J + 2 (similar or recommended) | 88 per cent | 88 per cent |
| Distribution rate in J + 2 with electronic postage (simple or recommended) | 89 per cent | 90 per cent |
| Excessive delays (distribution beyond J + 4) | < 1.5 % | < 1.5 % |
Done on 22 October 2014.
Emmanuel Macron
