Circular No. 14/2018/TT-BTTTT on the management of postal service quality

CIRCULAR

Regulations on Quality Management of Postal Services

Pursuant to the Law on Posts dated June 17, 2010;

Pursuant to the Law on Product Quality dated November 21, 2007;

Pursuant to the Law on Standards and Technical Regulations dated June 29, 2006;

Pursuant to Decree No. 17/2017/NĐ-CP dated February 17, 2017, issued by the Government, on the functions, tasks, powers, and organizational structure of the Ministry of Information and Communications;

At the request of the Director of the Post Department,

The Minister of Information and Communications issues this Circular to regulate quality management of postal services.

PART I
GENERAL PROVISIONS

Article 1. Scope of Regulation

This Circular regulates quality management of universal postal services, universal services in press distribution activities (hereinafter referred to as universal postal services), and non-universal postal services, including the following contents: announcement of postal service quality; inspection; reporting and publicizing information about postal service quality.

Article 2. Applicability

This Circular applies to state management agencies for postal services and postal service providers in Vietnam.

Article 3. Principles of Quality Management of Postal Services

1. Quality management activities of postal services are the responsibility of postal service providers aimed at improving service quality and enhancing competitiveness.

2. State management activities regarding postal service quality must ensure transparency, objectivity, and non-discrimination; protect the rights and legitimate interests of service users and service providers.

Chapter II

ANNOUNCEMENT OF POSTAL SERVICE QUALITY

Article 4. Announcement of Universal Postal Service Quality

a) Cases where conformity announcement registration is required:

When postal service providers of universal postal services are assigned additional public tasks;

- When the Regulation is amended, supplemented, or replaced;

- When postal service providers of universal postal services change the content already registered for conformity announcement.

b)  The conformity announcement registration dossier includes:

- The conformity announcement (according to Model No. 01 attached as an Appendix to this Circular);

- A self-assessment report based on the results of self-implementation by the enterprise, including the following information:

+ Name of organization, individual, address, telephone, fax; email, website;

+ Name of service provided;

+ Standard technical regulation number;

+ Conclusion that the provided service complies with standard technical regulations;

+ Commitment to service quality compliance with standard technical regulations and full responsibility under the law for service quality and self-assessment results.

c) Postal service providers of universal postal services submit one set of dossier as stipulated in Point b of this Clause to the Ministry of Information and Communications within ten working days from the date of adjustment as provided in Point a of this Clause.

d) Within five working days from the date of receiving complete conformity announcement registration dossier as stipulated in Point b of this Clause, the Ministry of Information and Communications will check the validity of the dossier and issue a Notice of Receipt of Conformity Announcement Registration Dossier (according to Model No. 02 attached as an Appendix to this Circular).

The Notice of Receipt of Conformity Announcement Registration Dossier is published on the Ministry of Information and Communications' electronic portal and sent via postal service to the enterprise.

In case the conformity announcement registration dossier is incomplete or complete but invalid, the Ministry of Information and Communications sends a document to the enterprise specifying the reasons.

Article 5. Announcement of Quality of Postal Services Not Belonging to Universal Postal Services

A postal service provider decides and announces the level of quality for postal services not belonging to universal postal services for each type of service provided by the enterprise. The announcement must minimally include criteria on total transit time and complaint resolution deadlines.

Chapter III

QUALITY CONTROL OF POSTAL SERVICES

Article 6. Self-inspection of Service Quality by Enterprises

A postal service provider determines internal control measures and implements management and organization of self-inspection of postal service quality to ensure the quality of services provided by the enterprise.

Article 7. Quality Inspection

1. Regular Inspection:

Annually, the Ministry of Information and Communications inspects the quality of postal services nationwide. Provincial Departments of Information and Communications inspect the quality of postal services in their respective localities.

a) Contents of inspection include:

- Compliance with regulations on postal service quality management, including data and document storage work; reporting systems and other related contents;
- Implementation of quality indicators according to the levels announced by the enterprise;
- Public disclosure of information by the enterprise regarding service quality;
- Self-inspection activities of postal service providers.

b) Procedures and formalities for inspection:

- The competent state agency for postal affairs establishes an inspection team based on approved inspection programs and plans. The inspection decision is sent to the enterprise at least seven working days before the inspection date.

- The inspection team works with the legal representative of the enterprise or a person authorized by the legal representative; announces the inspection decision; informs the inspection content and requirements for data, documents, and equipment needed for the inspection.

-The head of the inspection team decides on the methods to inspect the quality indicators of postal services provided by the enterprise.

2. Spot Inspection:

a) The competent state agency conducts surprise inspections when there are complaints or accusations about violations of laws on service quality or failure to meet announced service quality levels. The content and method of inspection are decided by the competent state agency.
b) The Ministry of Information and Communications decides on surprise inspections of postal service quality provided by enterprises nationwide. Provincial Departments of Information and Communications decide on surprise inspections of postal service quality provided by enterprises within their jurisdiction.

c) Surprise inspection decisions; time and content of inspection are notified to the enterprise at least two working days before the inspection date.

Article 8. Inspection Costs

Costs for inspecting the quality of postal services are funded from the state budget and allocated in the operating budget of the inspection agency.

QUALITY REPORTS ON POSTAL SERVICES

Chapter IV
1. Annually, before November 1st, postal service providers report to the Ministry of Information and Communications, and branches of postal service providers in provinces and centrally-administered cities report to the provincial Department of Information and Communications the results of self-inspection of universal postal service quality provided during the year (according to Form No. 03, 04 attached to this Circular) in writing and as electronic data files sent via email.

Article 9. Reporting System

2. Postal service providers have the responsibility to report to the competent state management agency on postal service quality in case of emergencies according to specific content and requirements.

3. Address for receiving reports:

a) At the Ministry of Information and Communications:

Post and Telecommunications Department - Ministry of Information and Communications

No. 18 Phố Nguyễn Du, Hai Bà Trưng District,
Hanoi City 10046
Email: [email protected].
b) At the Provincial Department of Information and Communications: Name of unit, address, email address for receiving reports are published on the department's website or e-government portal.

b) At the Department of Information and Communications of the province or centrally governed city: The name of the unit, address, and email address for receiving reports shall be publicly disclosed on the department's electronic information website or electronic portal.

Article 10. Storage of data and documents

1. Postal service providers shall be responsible for storing data and documents used to prepare postal service quality reports for at least one year from the date of report preparation.

2. State management agencies on postal services shall be responsible for storing inspection data and documents, as well as inspection result reports for at least two years from the end of the inspection period.

Chapter V

PUBLIC DISCLOSURE OF INFORMATION ON POSTAL SERVICE QUALITY

Article 11. Public disclosure of information by state management agencies

State management agencies on postal services shall publicly disclose the results of postal service quality inspections and compliance with regulations stipulated in this Circular by postal service providers on their electronic information websites or portals.

Article 12. Public disclosure of information by postal enterprises

1. Universal postal service providers must have an electronic information website; on the homepage, there must be a section titled "Service Quality Management" to publicly disclose information about the management of universal postal service quality. The disclosed information includes:

a) Quality of universal postal services;

b) Declaration of conformity;

c) Notification of receipt of declaration of conformity registration files;

d) Annual self-inspection quality service report of universal postal services submitted to the Ministry of Information and Communications.

The contents specified in points a and b of this clause must be posted in easily readable locations or disclosed through other convenient methods for customers to access at all service points (excluding agents, kiosks, and independent public mailboxes).

2. Postal service providers shall be responsible for publicly disclosing the following minimum contents:

a) Types of postal services provided by the enterprise and corresponding service quality regulations;

b) Contact point for receiving and resolving customer complaints regarding service quality;

c) Procedure for receiving and resolving customer complaints regarding service quality;

d) Customer support information.

These contents must be posted in easily readable locations or disclosed through other convenient methods for customers to access at all service points and on the "Service Quality Management" section of the electronic information website (if available).

Chapter VI

IMPLEMENTATION

Article 13. Responsibilities of the Post Department

1. Implement national-level state management over postal service quality; review declaration of conformity file submissions and issue Notifications of Receipt of Declaration of Conformity Registration Files.

2. Develop annual plans and inspection schemes for postal service quality, submit them to the Minister of Information and Communications for approval. Lead and coordinate with provincial Departments of Information and Communications in implementing approved postal service quality inspection plans and schemes.

3. Aggregate and report to the Minister of Information and Communications on the situation of postal service quality management.

4. Study and propose relevant content related to postal service quality management.

Article 14. Responsibilities of Provincial Departments of Information and Communications under Central Cities

1. Implement state management over postal service quality according to assigned functions and tasks; develop and implement annual inspection plans and schemes for postal service quality in their respective localities.

2. Carry out postal service quality inspections in their localities as required by the Ministry of Information and Communications and report to the Ministry after completing the inspections.

3. Propose to the People's Councils of provinces and centrally-administered cities to allocate funds from the local budget for postal service quality management activities in their respective areas.

Article 15. Responsibilities of postal enterprises

1. Ensuring the quality of postal services in accordance with the announced quality level. Implement measures to address any identified service quality issues that do not meet the announced level and report to the competent state management agency on the content of the measures taken.

2. Organizing main units and assigning leaders to implement the quality management content of postal services as stipulated in this Circular.

3. Postal enterprises subject to inspection must send a written document to the inspection agency before the date specified in the inspection decision, clearly stating the name, position, contact phone number of the enterprise's legal representative or authorized person who will work with the inspection team.

4. The legal representative of the inspected enterprise or the authorized person must cooperate with the inspection team throughout the inspection process and facilitate the inspection work.

5. Prepare all necessary contents, data, documents, and means for the inspection; provide and be responsible for the accuracy and timeliness of the data, documents, and explanations requested by the inspection team.

Article 16. Effective Date

1. This Circular takes effect from December 1, 2018.

2. From the date this Circular takes effect, Circular No. 15/2011/TT-BTTTT dated June 28, 2011, issued by the Minister of Information and Communications regarding the management of postal service quality shall cease to be effective.

Article 17. Responsibility for Implementation

1. The Director of the Office, the Head of the Post Department, the Heads of agencies and units under the Ministry of Information and Communications, the Directors of Provincial Departments of Information and Communications, the Directors of postal service supply enterprises, and the Heads of related units are responsible for implementing this Circular.

2. During implementation, if any issues arise or difficulties occur, relevant agencies and organizations should promptly reflect them to the Ministry of Information and Communications for review and amendment.

ANNEX

(Attached to the Circular issued on Day/Month/Year 2018
of the Minister of Information and Communications

Booklet No. 01 Announcement of Compliance

Booklet No. 02 Notification of Receipt of Registration for Compliance Announcement

Booklet No. 03 Self-inspection Results of Public Postal Service Quality Sent to the Ministry of Information and Communications

Booklet No. 04 Self-inspection Results of Public Postal Service Quality Sent to the Provincial Department of Information and Communications

Booklet No. 01 Compliance Announcement

NAME OF ENTERPRISE SOCIALIST REPUBLIC OF VIETNAM Independence - Freedom - Happiness

COMPLIANCE ANNOUNCEMENT
Number

Enterprise: … (name of enterprise)

Fax:

Telephone: Fax:

Email:

Goods

Public postal service complies with the National Technical Regulation on public postal service and public service in press activities - QCVN 01:2015/BTTTT.

Additional information (if any):

(Enterprise Name) commits and is responsible for the compliance of the quality of the public postal service provided by itself with the Standards and ensures the public postal service has the quality as announced.

, day... month ... year 20...

Legal representative of the enterprise

(Signature; full name; stamp)

Booklet No. 02. Notification of Receipt of Registration for Compliance Announcement

MINISTRY OF INFORMATION AND COMMUNICATIONS SOCIALIST REPUBLIC OF VIETNAM

Independence - Freedom - Happiness

No.: ... /TB-BTTTT ^{: :}

Hanoi, day…month…year 20…

NOTICE

RECEIPT OF REGISTRATION FOR COMPLIANCE ANNOUNCEMENT

The Ministry of Information and Communications confirms receipt of the registration for compliance announcement No. day ... month …year ... of ... (name of enterprise)

For public postal service: Complies with the National Technical Regulation on public postal service and public service in press activities (QCVN 01:2015/BTTTT).

Fax:

This notification records the commitment of ...

the quality of the public postal service provided by the enterprise. (name of enterprise) for

This notification does not have certification value for the quality of the public postal service provided by

(name of enterprise)… supplied in compliance with theStandards.

…(Name of enterprise)

must fully bear responsibility for the compliance of the quality of the public postal service provided by itself with the Standards and ensure the quality of the public postal service as announced.

(Name of enterprise);

Place of Receipt:

• File ...

• Booklet No. 03. Self-inspection Results of Public Postal Service Quality

sent to the Ministry of Information and Communications
SELF-INSPECTION RESULTS

NAME OF ENTERPRISE

QUALITY OF PUBLIC POSTAL SERVICE
LOCATION:

Hanoi, day ... month ... year 20 ...

SERVICE CAPABILITY

TABLE OF CONTENTS

1. Number of service points in a commune

   1. Average service radius per service point

   2. Service time at the provincial central post office

   3. Service time at other service points

   4. FREQUENCY OF COLLECTION AND DELIVERY

2. SECURITY

3. TOTAL TIME FOR DOMESTIC LETTERS

4. Total time for intra-provincial letters

   1. Total time for inter-provincial letters

   2. TOTAL TIME FOR DOMESTIC PROCESSING OF INTERNATIONAL LETTERS

5. Total time for international outgoing letters

   1. Total time for international incoming letters

   2. TIME FOR DISTRIBUTION OF NEWSPAPERS AND MAGAZINES GUARANTEED BY THE STATE THROUGH THE PUBLIC POSTAL NETWORK

6. Time for distribution of People's Newspaper

   1. Time for distribution of newspapers published by Party Committees of provinces

   2. Time for distribution of Army Newspaper

   3. Time for distribution of Communist Magazine

   4. day month year 20...

(ENTERPRISE NAME)

No.: ... /...

SELF-INSPECTION RESULTS

QUALITY OF PUBLIC POSTAL SERVICE

Inspection period: From day …/…/20... to day …/…/20...

1. i. Inspection location: ...

(list the names of provinces and cities inspected) ... Self-inspection results:

1. Quality level according to Standards

Legal representative of the enterprise

(Signature, full name, stamp) DETAIL OF SELF-INSPECTION RESULTS

QUALITY OF PUBLIC POSTAL SERVICE
(Attached to the document No. /…day month ... year 20…)
I. SERVICE CAPABILITY

Number of service points in a commune:

1. Content and method of inspection according to Standards:

   1. Content and methods of inspection according to the Standard:

   2. Content and method of on-site inspection:

   3. Inspection data on service points in a commune:

2. Average service radius per service point:

2.1 Content and method of inspection according to Standard:

2.2 Content and method of on-site inspection:

1. Service time at provincial central transaction post office:

   1. Content and methods of inspection according to the Standard:

   2. Content and method of on-site inspection:

   3. Inspection results:

Note: (*) If the inspection result shows that there is service, record: Service available;

If the inspection result shows that there is no service, record: No service.

4. Service time at other service points:

4.1 Content and method of inspection according to Standard:

4.2 Content and method of on-site inspection:

Note: (*) Does not include independent public mailboxes.

COLLECTION AND DISTRIBUTION RATES

1. Content and methods of inspection according to the Standard:

2. Content and method of on-site inspection:

3. Inspection results:

III. SECURITY

1. Content and method of inspection according to Standard:

2. Content and method of on-site inspection:

Note: (*) Letters, newspapers, and magazines are considered lost if they are not delivered to the recipient within J+30 days or delivered to the recipient after J+30 days.

IV. TOTAL TRANSIT TIME FOR INTRA-COUNTRY LETTERS

1. Total transit time for intra-province letters:

   1. Content and methods of inspection according to the Standard:

   2. Content and method of on-site inspection:

   3. Data on total transit time for intra-province letters:

2. Total transit time for inter-province letters:

2.1 Content and method of inspection according to Standard:

2.2 Content and method of on-site inspection:

V. PROCESSING TIME WITHIN THE COUNTRY FOR INTERNATIONAL LETTERS

1. Processing time within the country for international letters:

   1. Content and methods of inspection according to the Standard:

   2. Content and method of on-site inspection:

1.3 Inspection results:

2. Total transit time for international letters arriving:

2.1 Content and method of inspection according to Standard:

2.2 Content and method of on-site inspection:

VI. DISTRIBUTION TIME FOR NEWSPAPERS AND MAGAZINES GUARANTEED BY THE STATE THROUGH THE PUBLIC POSTAL NETWORK

1. Content and method of inspection according to Standard:

2. Content and method of on-site inspection:

Legal representative of the enterprise
(Sign, write clearly their full name and stamp)

Form No. 04.

Self-inspection results of postal universal service quality
submitted to the Ministry of Information and Communications

Note: - Definitions and methods for determining service quality indicators to prepare reports must comply with the Standard...

- The column "Actual achieved quality level" must record a specific value, not greater than or less than. - In the "Self-assessment" column, record "Compliant" if the actual achieved quality level meets or exceeds the published service quality level, otherwise record "Non-compliant".

Legal representative of the branch company

(Signature, clearly stating full name and stamp)