Chương III Thông tư 15/2011/TT-BTTTT: Quản lý chất lượng dịch vụ bưu chính không thuộc dịch vụ bưu chính công ích

Chapter III

NON-PUBLIC POSTAL SERVICE QUALITY CONTROL

Article 17. Announcing service quality

1. Enterprises which are issued by the Ministry of Information and Communications with the permit for postal service business or the written notification of postal activities, are responsible to announce service quality consistently with the standards according to they voluntarily apply in at least one of the following forms:

a) Announcing on the enterprises’ websites,

b) Publicly and legibly posting at service places.

c) Making written commitment with customers in the contracts, reception notes, fliers or other forms.

2. In case enterprises establish voluntarily applied standards to announce non-public postal service quality, the standards must at least include the following criterias:

a) Completion time: is the period calculated from the time when the sending mail is accepted until being valid handed out to the receiver;

b) Time of complaint settlement.

Article 18. Reports on service quality

1. Enterprises providing non-public postal services are responsible to report at the request of the Authority of Information and Communication Technology Quality Control.

2. Local enterprises providing non-public postal services under the management of the Departments of Information and Communications are responsible to report at the Departments’ requests.

Article 19. Service quality inspection

1. State management agencies of postal service quality shall make decision on inspecting enterprises of the observance of provisions on postal service quality control and perform actual inspection and assessment of the non-public postal service quality of enterprises under the standards announced by the enterprises. The methods of actual inspection and assessment of each particular service shall be decided by the Ministry of Information and Communications.

2. Enterprises are responsible to regulary perfrom self-inspection of the quality of the provided non-public postal services in order to ensure the conformity of the service quality with the announced standards.