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;
In view of the October 22, 2014 decision on the quality of service objectives set out in La Poste, for 2014 and 2015 under the universal service offer that La Poste is required to ensure in accordance with theArticle L.2 of the Post and Electronic Communications Code ;
Considering the opinion of the Superior Commission of the Public Post and Electronic Communications Service dated 24 September 2015;
In light of opinion No. 2015-1157 of the Autorité de régulation des communications électronique et des postes dated 29 September 2015,
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 for these indicators and objectives comply with the following rules:
1° The quality of service measures of the Priority Letter, the Green Letter and the Community Transboundary Mail are carried out in accordance with European standard EN 13850.
2° The measure of the quality of service of the Recommended Letter is 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° Measurement of the quality of service of the notifications of receipt of the Recommended Letter is carried out using a computerized, explicit and auditable method.
The delivery time is calculated by counting, for each shipment, the number of days elapsed between the flashing date associated with the distribution of the Recommended Letter recorded in the tracking system and the flashing date associated with the passage of the receiving notices in the industrial platforms Processing Mail Arrival recorded in the tracking system.
4° The quality of service measurement of the Colissimo Window is carried out using a computerized, explicit and auditable method.
The method of measurement of the processing of claims is consistent with the principles recommended in European standard EN 14012.
The rate of response to claims within 21 days of domestic mail is 96 per cent for 2,015, 97 per cent for 2016 and 98 per cent for 2017.
The rate of response to claims within 21 days of the domestic package is 96 per cent for 2,015, 97 per cent for 2016 and 98 per cent for 2017.
1° Measuring the rate of implementation of contracts for the online reshipment service is carried out using a computerized, explicit and auditable method.
The contract implementation rate within 48 hours of the online shipping service is set at 90% for 2015, 91 percent for 2016 and 92% for 2017.
2° Measuring the recovery rate of service following reported dysfunctions with respect to the shipping service is 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 2015, 2016 and 2017.
The above decision of October 22, 2014 is repealed in respect of the year 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 under the Universal Postal Service Offer for 2015, 2016 and 2017
| Objectives | Objectives | Objectives | |
| Priority letter | |||
| Distribution rate in J+1 | 85 per cent | 85 per cent | 85 per cent |
| Excessive delays (distribution beyond J+3) | < 1% | < 1% | < 1% |
| Green letter | |||
| Distribution rate in J+2 | 93.5 per cent | 93.75 per cent | 94 per cent |
| Excessive delays (distribution beyond J+4) | < 1% | < 1% | < 1% |
| Recommended | |||
| Distribution rate in J+2 | 95 per cent | 95 per cent | 95 per cent |
| Excessive delays (distribution beyond J+4) | < 1% | < 1% | < 1% |
| Reception notification distribution rate in J+2 | 86 per cent | 87 per cent | 88 per cent |
| Transboundary Courrier (import) | |||
| Distribution rate in J+3 | 90 per cent | 90 per cent | 90 per cent |
| Distribution rate in J+5 | 97 per cent | 97 per cent | 97 per cent |
| Colissimo ATM | |||
| Distribution rate in J+2 with out-of-box (similar or recommended) | 89.5 per cent | 90 per cent | 91 per cent |
| Distribution rate in J+2 with electronic postage (similar or recommended) | 90 per cent | 91 per cent | 92% |
| Excessive delays (distribution beyond J+4) | < 1.5 % | < 1.5 % | < 1.5 % |
Done on 14 October 2015.
Emmanuel Macron
