An Post launches Customer Charter

13/04/2010

An Post launches Customer Charter

An Post has launched a new Customer Charter online at www.anpost.ie/CustomerCharter. The Charter specifies the precise standards of service and personal attention that will be provided to business and personal customers.  

It also outlines the clear procedures by which queries and customer complaints will be handled and sets out five specific pledges that everyone at An Post will work to uphold. These are:

  1. To provide all customers with quality services at all times.
  2. To provide services to all customers in an equal manner and to accommodate their diverse needs. 
  3. To listen to our customers and to develop our services in response.
  4. To take a proactive approach in providing information that is clear, timely and accurate.
  5. To provide customers with clear policies and procedures so that complaints  may be resolved promptly.

Welcoming the new Charter, An Post Chief Executive Donal Connell said: 

“As a major commercial business providing a wide range of services to the public, An Post has a duty to clearly lay out the high standards of service that our customers can expect of us and that we set for ourselves.  As our consistent Quality of Service improvement shows, we are committed to the provision of top-quality, consistent and reliable service to all our business and personal customers,” he added.

The publication of the new Customer Charter coincided with the announcement by ComReg, the communications regulator, that An Post achieved a record 84 per cent next day delivery rate for 2009, up five per cent on the previous year.

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