| NOTAS: | "According to Chapter 6 of the Postal Directive, national regulatory authorities (hereinafter NRAs) shall ensure compliance with the obligations arising from the Directive, in particular through the follow-up of the quality of service. Quality of service standards regarding the universal service (US) are established in order to guarantee a postal service of good quality. These quality standards should in particular focus on routing times, as well as on the regularity and reliability of services. The ERGP continuously monitors the effects of postal liberalisation through appropriate indicators by benchmarking the quality of postal services and their development over time, including end-user complaint procedures to ensure that consumers are protected according to the provisions of the Directive. This document aims at:
a) reporting on the core quality of service indicators to monitor market development, evaluating the results of regulatory measures and the consumer protection measures taken especially in the field of complaint handling;
b) reporting on the core indicators to monitor consumer protection and complaint handling." |
