Resolution of service requests from individuals
Handling and resolving customer service requests/complaints from individuals
regarding services under general and special licenses of ACS S.M.S.A.
ACS S.M.S.A., within the framework of providing postal services under general and special license regulation and in accordance with the EETT decision no. 1101/3 General and Special Licenses Regulation and terms of postal services provision (FEK1670/B/14.03.2024), informs about the number of customer service requests/complaints it resolved during the year 2023. The following table depicts the aggregated data of these cases handled by the company and the way they were resolved:
For courier services:
|
Category of Complaint/Service Request (2023) |
Resolution Method |
Numbers |
|
Transport Issues |
|
20.034 |
|
Delivery Dispute |
1. Investigation of the request and customer notification |
2.162 |
|
Attempted Delivery Dispute |
1. Investigation of the request and customer notification |
1.664 |
|
Pick-up Order issues |
1. Investigation of the request & execution of the order on a new date/time if desired by the customer |
201 |
|
Delivery Delay |
1. Information about the shipment status and possible compensation to the beneficiary 2. Shipment delivery |
14.870 |
|
Complaint about Returned Shipment |
1. Information about the shipment status |
794 |
|
SmartPoint Service |
1. Technical support for delivery from a locker 2. Management of customer request with Smart Point partner to ensure satisfaction |
343 |
|
Service Issues |
|
1.833 |
|
Inability to Contact Store |
1. Providing information 2. Managing customer request 3. Notifying Central Regional Control for improvement actions if deviations from company response times |
143 |
|
Inadequate Service Information |
Providing information and referring to the website |
140 |
|
Fraud |
Informing the customer about sender details and guiding them to report to the police |
314 |
|
Employee/Store Behavior |
1. Investigation of the request and customer notification 2. Notifying Central Regional Control for improvement actions if the request is valid |
1.236 |
For postal services:
|
Category of Complaint/Service Request (2023) |
Resolution Method |
Numbers |
|
Inadequate Distribution Service (other than desired pick-up point) |
Resolution by ACS & Correct deposition |
147 |
|
Inability to Communicate (e.g., in uncharted areas) |
Measures Taken by Customer |
4.323 |
|
Incorrect Recipient Address |
Measures Taken by Customer |
200 |
|
Postal Item Search |
Information From Customer |
10.188 |
|
Quality of Postal Items (e.g., wet envelope) |
Communication & Resolution by ACS |
214 |
|
Refusal of Information (e.g., insufficient address details) |
Preventive measures (ACS) - Correct deposition |
335 |
|
General Total |
|
15.407 |