Chương V Thông tư 14/2018/TT-BTTTT: Công khai thông tin về chất lượng dịch vụ bưu chính

Chapter V

PUBLISHING POSTAL SERVICE QUALITY INFORMATION

Article 11. Publishing of information by state management agencies

The state management agency shall publicly post the result of service quality inspection and compliance with regulations herein performed by the postal service provider on its website or portal.

Article 12. Publishing of information by postal service providers

1. The postal service provider shall have a website which contains a page called “service quality management” where the information on management of public postal service quality is published.  Information to be published includes:

a) Public postal service quality; 

b) Conformity declaration;

c) Announcement for receipt of application of conformity declaration registration;

d) Annual report on the result of service quality self-inspection submitted to the Ministry of Information and Communications 

Information specified in Point a and b this Clause must be posted at easy-to-read places or published in other forms which enables the customers to get access to such information at all service points (except for agents, kiosks and independent public post boxes). 

2. The postal service provider shall publish information on the following issues:

a) Type of postal service provided and regulations on applied quality standards;

b) The contact point for receiving and handling customers' complaints about the postal service quality;

c) Procedure for receiving and handling customers’ complaints about the postal service quality;

d) Customer service information 

The aforesaid information must be posted in a noticeable manner or published in other forms which enable customers to get access to such information at all service points and on the column called "service quality management" on available website (if any).