Decree Of 14 October 2015 Relative To The Objectives Of Quality Of Service Attached To The Post Office For 2015, 2016 And 2017 In Respect Of The Supply Of Universal Service That La Poste Is Required To Provide Pursuant To Article L. 2 Of Code Positions...

Original Language Title: Arrêté du 14 octobre 2015 relatif aux objectifs de qualité de service fixés à La Poste pour 2015, 2016 et 2017 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 c...

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JORF n ° 0241 October 17, 2015 page 19374 text no. 23 Decree of 14 October 2015 relative to the objectives of quality of service attached to the post Office for 2015, 2016 and 2017 in respect of the supply of universal service that La Poste is required to provide pursuant to article L. 2 of code of postal and electronic communications NOR : EINI1523376A ELI: https://www.legifrance.gouv.fr/eli/arrete/2015/10/14/EINI1523376A/jo/texte the Minister of economy, industry and the digital, seeing the code postal and electronic communications, such as article L. 2, 4 ° of article L. 5 - 2 and in article R. 1-1-8;
Considering the Decree of 22 October 2014 the objectives of quality of service attached to the post office, for 2014 and 2015 in respect of the supply of universal service that La Poste is required to ensure implementation of article L.2 of the code of posts and electronic communications;
Having regard to the opinion of the higher Committee of the public service of postal and electronic communications dated September 24, 2015;
Having regard to opinion No. 2015 - 1157 of the electronic communications regulatory authority and positions as of September 29, 2015, stop: Article 1 more on this article...

Days deposit and distribution agreeing in working days, indicators and objectives of quality of service assigned to the post office are defined in the table in the annex.
The measures of the quality of service corresponding to these indicators and objectives comply with the following rules: 1 ° quality of service by priority letter, green and community cross-border mail are measured in accordance with European standard EN 13850.
2 ° the measurement of the quality of service of the registered letter is carried out according to a computerized, made, auditable method and applying to the most exhaustive possible basis. The delivery time is calculated by comparing, for each consignment, on the one hand, the date of registration in the tracking system at its supported by La Poste, and other hand, its date of registration in the tracking of the first attempt of distribution system.
3 ° the measurement of the quality of service of the notice of receipt of the registered letter is made according to a computerized, made and auditable method.
The distribution period is calculated in cash, for each consignment, the number of days elapsed between the date of flashing associated with the distribution of the registered letter recorded in the tracking system and the date of flashing associated with the passage of the acknowledgement of receipt in the industrial platforms mail processing arrival recorded in the tracking system.
4 ° the measurement of the quality of services of Colissimo window is made according to a computerized, made and auditable method.


Article 2 more on this article...

The method of measurement of the processing of claims is consistent with the principles advocated in the European standard EN 14012.
The response rate to the claims within a period of 21 days for domestic mail is set at 96% for 2 015, 97% for 2016 and 98% for 2017.
The response rate to the claims within a period of 21 days on the domestic parcel is set at 96% for 2 015, 97% for 2016 and 98% for 2017.


Article 3 read more on this article...

1 ° the measurement of the rate of implementation of contracts concerning the forwarding online service is performed using a computerized, made and auditable method.
The rate of implementation of contracts within a period of 48 hours regarding forwarding online service is set at 90% for 2015, 91% for 2016 and 92% for 2017.
2 ° the measure of the rate of restoration of service following malfunctions reported concerning the forwarding service is performed using a computerized, made and auditable method.
The rate of restoration of service following malfunctions reported concerning the forwarding service is set at 95% in 48 hours for 2015, 2016 and 2017.


Article 4 more on this article...

The Decree of 22 October 2014 above is hereby repealed in so far as it concerns the year 2015.


Article 5 read more on this article...

The Director general of the companies is responsible for the execution of this order, which will be published in the Official Journal of the French Republic.

Annex annex objectives of quality of service in respect of the supply of universal postal service for 2015, 2016 and 2017 2015 2016 2017 objectives objectives letter priority distribution rate in D + 1 > 85 > 85 > 85% excessive delay (distribution beyond J + 3) < 1% < 1% < 1% letter green rate distribution on D + 2 93.5% 93.75% 94% excessive delay (distribution beyond J + 4) < 1% < 1% < 1% Letter J + 2 95% 95% 95% distribution rate
Excessive delay (distribution beyond J + 4) < 1% < 1% < 1% distribution rate of notifications on D + 2 86% 87% 88% cross-border mail (import) distribution rate on D + 3 90% 90% 90% distribution rate in J + 5 97% 97% 97% Colissimo window distribution rate on D + 2 with postage window (simple or recommended) 89.5% 90% 91% distribution rate on D + 2 with electronic postage (single or recommended) 90% 91% 92% excessive delay (distribution beyond J + 4) < < % < 1.5% 1.5% 1.5 is October 14, 2015.
Emmanuel Macron

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