Complaints hotline for La Poste
Company announces customer service overhaul to reducing waiting times and centralise queries over missing parcels
LA Poste wants to create a centralised complaints centre, cut waiting times to under eight minutes and open all Paris post offices late.
The complaints centre will be setup by the end of 2009, with customers able to call free on 3631or write to Service Consommateur 99999 La Poste.
President of La Poste Jean-Paul Bailly said the group had decided to undertake “five concrete agreements to simplify things for clients.”
He said the company would tackle “the subjects which irritate our clients the most, such as lack of information or handling complaints.”
Waiting times will be reduced to under nine minutes by the end of the year, and under eight minutes by the end of 2010, he said.
In the thousand biggest post offices, the times of simple operations such as picking up a package will be reduced to under five minutes, thanks to the opening of dedicated counters, said Mr Bailly.
The president also said all post offices in Paris would open until 20.00 and until 12.30 on Saturdays, and that efforts would be made to adapt opening hours in main post offices in the rest of France.
Customers who need to pick up a letter sent by recommended post after receiving an avis de passage will be able to pick it up the next day by calling 3631 before 14.00, Mr Bailly added.
