Hanoi Department of Information and Communications requests enterprises and branches of postal service enterprises in Hanoi city to strictly implement the following:

1. Hanoi Post Office

- Give decision on internal control measures and self-quality inspection on postal services to ensure the quality of services provided by enterprises.

- Publicize information on the quality management of public postal services on enterprises' websites, public information includes: Public postal service quality; Public statement; Notice of receipt for registration document on Public statement; Report on the results of annual self-inspection on public postal service quality.

- Announcepublic postal service quality and public statement at points of service in easy-to-read or public places in other convenient ways for customers to access at all service points (except for agents, kiosks, public mailboxes).

2. Postal service enterprise

- Give decision and publicize postal service quality level (which is not public postal service) for each kind of postal services supplied by enterprise. Content must have 02 norms at minimum on schedule and deadline for claim settlement. 

- Give decision on internal control measures and self-inspection on postal services to ensure service quality supplied by the enterprise.

- Announce on postal service types supplied by the enterprise and regulations on service quality; point of receipt and claim settlement; procedures for claim settlement on service quality; information on customer care at all points of service and enterprise website (if any).

3. Regime of reports

- Hanoi Post Office: Every year, prior to 1^st November, the enterprise shall submit reports on public postal service self-inspection (per Form No.4 Circular No.14/2018/TT-BTTTT) in written form and e-data files attached to emails.

- Postal service enterprise shall submit reports on postal service quality in any sudden case per specific content and requirements.

- Reports are sent to:

Hanoi Department of Information and Communications

No.185 Giang Vo street, Cat Linh ward, Dong Da district,Hanoi city 10146

Tel: 024.37366945

Email: pbcvt_sotttt@hanoi.gov.vn)

During the course, if any difficulty or dispute arisen, postal service enterprises are requested to report in time to Hanoi Department of Information and Communications for summary and report to authority agencies for review, amendment and approval./. For details in the Circular No.14/2018/TT-BTTTT, please see here./.

Hoang Thi Thanh Binh

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