Quality of service parameters and performance targets for the universal postal service
Article 1
Purpose and scope
This document sets out quality of service parameters and performance targets for the universal postal service, which the universal service provider, CTT-Correios de Portugal, S.A. (CTT), must meet.
Article 2
Definitions
For the purpose of this document, definitions contained in Law No. 17/2012, of 26 April, as amended by Decree-Law No. 160/2013, of 19 November, and by Law No. 16/2014, of 4 April, (Postal Law) shall apply.
Article 3
Quality of service parameters, performance targets and measurement method
1 - Quality of service parameters (QSP), respective quality indicators (QSI), performance targets and measurement methods are those laid down in Appendix 1.
2 - Quality parameters, respective quality indicators, performance targets and measurement methods may be amended or added by ICP - ANACOM, according to developments in the area of standardisation, specifically where standards and other reference documents (technical specifications and technical reports) are published by the European Committee for Standardisation in the scope of postal services, or as a result of audits and other mechanisms for controlling the provided levels quality of service, carried out by ICP-ANACOM under paragraph 5 of article 13 of the Postal Law.
3 - The measurement of quality parameters and respective quality indicators, referred in paragraph 1, shall be undertaken by an external body independent of CTT, engaged by the latter for this purpose, using the methods referred to in paragraphs 1 and 2.
Article 4
Deductions for the purpose of calculating quality of service indicators
1 - Where force majeure or phenomenon situations take place, the burst and evolution of which are clearly outside the control of CTT, and which have an impact on the quality of service provided by CTT, the latter may request, for the purpose of QSI calculation, the deduction of inputs for the concerned periods of time and geographic flows.
2 - Force majeure or phenomenon situations mentioned in the preceding paragraph shall be deemed to mean unpredictable or insurmountable natural events and/or facts attributable to third parties, that are triggered, evolve, or the effects of which occur regardless of CTT’s will and ability to control, such as war, subversion, epidemics, cyclones, earthquakes, fire, lightning, floods, general strikes and any other similar events that may impair normal conditions of clearance, sorting, transport and distribution of postal items.
3 - CTT’s internal work disruptions are not deemed to be force majeure or phenomenon situations to which paragraphs 1 and 2 refer.
4 - The request for activation of the deduction referred to in paragraph 1 must be submitted in writing by CTT, in a substantiated manner, within 60 days at the most from the date on which the events or phenomena took place.
5 - The decision as to whether the request referred to in the preceding paragraph is granted is incumbent upon ICP-ANACOM, and shall be notified to CTT within 30 days at the most from the date of receipt thereof. Any rejection of the request must be duly substantiated. Regardless of the request for deduction, CTT undertakes to seek out the best possible alternatives for the duration of situations mentioned in paragraphs 1 and 2.
Article 5
Provision of information to ICP-ANACOM
1 - CTT shall convey to ICP-ANACOM, by the last working day of the month following the end of each quarter of the calendar year, a report with information on of levels of quality registered in that quarter and in each month of that quarter, for each of the QSI set out in Appendix 1, except where the referred Appendix lays down a different reporting period and in the case of values for the last quarter of the year, in which case the following paragraph shall apply.
2 - The report with information on annual levels of quality registered in the year, as well as the report with information of levels of quality registered in the last quarter of the year, shall be conveyed by CTT to ICP-ANACOM by 15 March, or the following working dayin case that date is not a working day, of the following year.
3 - As regards QSI 1, 2, 3, 9 and 11, set out in Appendix 1, CTT shall also convey to ICP-ANACOM, every quarter, information on levels of quality achieved, disaggregated by Mainland, Azores, Madeira and MAM (including flows from and to the Autonomous Regions and Madeira). For QSI1, QSI2 and QSI3, CTT shall report information on values achieved up to D+1, up to D+2 and up to D+3. For QSI9, in delivery services to and from Madeira, CTT shall report information on values achieved up to D+5. For delivery services to and from the Azores, CTT shall report information on values achieved up to D+7, up to D+8, up to D+9, up to D+10, up to D+11, up to D+12, up to D+13, up to D+14 and up to D+15. For QSI11, CTT shall report information on values achieved up to D+1 and up to D+2.
4 - Information provided to users under paragraphs 1 and 2 of article 6 must attach information conveyed by CTT under paragraph 2 hereof.
5 - The website referred in paragraph 2 of article 6 may be disclosed by ICP-ANACOM.
Article 6
Provision of information to users
1 - CTT shall publish, at a specific address of its website and at postal establishments, information on QSP and QSI defined in Appendix 1, including the respective Minimum values (Min) and Target values (Targ).
2 - CTT shall publish, by the end of March of the following calendar year, at the specific address of its website referred in paragraph 1, and at postal establishments, namely post stations and post offices:
a) QSI values effectively achieved in the previous calendar year;
b) Values effectively achieved, in the previous calendar year, for parcel transit time, for standards of service (up to) D+7 and (up to) D+15, as regards deliveries concerning the Autonomous Region of the Azores and (up to) D+5, as regards deliveries concerning the Autonomous Region of the Madeira;
c) Values effectively achieved, in the previous calendar year, for registered mail transit time, for standards of service (up to) D+2, as regards MAM flows.
3 - Information referred to in paragraphs 1 and 2 must be made available on request to users at CTT’s customer services.
Article 7
Compensation mechanism
1 - Failure to meet performance targets established herein shall give rise, in the year following that in which the non-compliance occurs and only and exclusively in relation to that year, to the application of the compensation mechanism set out in Appendix 2.
2 - Non-compliance situations that result from the application of the preceding paragraph shall be verified by ICP-ANACOM, having heard CTT.
3 - The compensation mechanism referred in paragraph 1 shall be without prejudice to other penalties applicable by law.
Article 8
Duration
1 - Quality parameters, quality indicators and respective performance targets, set out herein, shall apply between 01.01.2015 and 31.12.2017.
2 - The compensation mechanism referred in article 7 may be applied as from 2016, inclusively, upon assessment of levels of quality for 2015.
3 - As regards levels of quality provided in 2017, the compensation mechanism established in article 7 may be applied as from 2018, inclusively.
4 - Rules set out in this document shall remain in force until the approval by ICP-ANACOM of a new decision on quality of service parameters and performance targets for the universal postal service, in the scope and for the purpose of paragraph 1 of article 13 of the Postal Law.
- Appendix 1 - Universal postal service quality parameters https://www.anacom.pt/render.jsp?categoryId=381197
- Appendix 2 - Compensation mechanism provided for in Article 7 https://www.anacom.pt/render.jsp?categoryId=381200
