Handling of incidents/complaints/queries

At Correos, one of the most important tools we have to improve our service are the complaints, incidents and queries from our customers. We must address them effectively in order to help customers resolve the subject of their request or complaint, and prevent further inconvenience in the future.

What is the difference between an incident, complaint and a query?

Incident: a customer contacts Correos to inform us of a problem with the service or a product that we need to solve.

Complaint: one of our customers contacts Correos to register their dissatisfaction with one of our services or products.

Query: a person asks us for information about a product or service offered by Correos. 

Channels

We have the following channels to serve our customers:

  • Correos Website: Available 24 hours. Service hours from  Monday to Friday (excluding holidays): from 8 am to 8 pm. Saturdays : from 9 am to 1 pm.
  • Telephone: Service hours from  Monday to Friday (excluding holidays): from 8 am to 8 pm. Saturdays : from 9 am to 1 pm. 915 197 197 – 900 400 004
  • Social media
    • Facebook: Available 24 hours. Service hours from Monday to Friday (excluding holidays): from 9 am to 8 pm. 
    • Twitter: Available 24 hours. Service hours from Monday to Friday (excluding holidays): from 9 am to 8 pm. 
  • Branches: Check our office hours.
  • Postal address: Available 24 hours a day. Service hours from Monday to Friday (excluding holidays): from 9 am to 8 pm. 

Response times

Incidents / Complaints national shipments:

  • Latest response  time: 1 month
  • Indicative average term *: 10 days

Incidents / Complaints international  shipments:

  • Latest response  time: 2 months**
  • Indicative average term *: 20 days

Incidents / Complaints about Correos services:

  • Latest response  time: 1 month
  • Indicative average term *: 10 days

Queries through website:

  • Latest response  time: 20 days
  • Indicative average term *: 1 day.

Queries through social networks:

  • Latest response  time: 20 days
  • Indicative average term *: 1 day.

Compensation deadlines

  • Deadline: 1 month from the resolution of the incident/claim
  • Indicative average term: 1 week, according to the compensation deadlines in 2021.

(*) According to the average response time in 2021
(**) According to country and UPU regulations

Process for handling complaints or incidents

Registration. When a person registers a complaint or incident, Correos will generate a registration number for follow-up of the request by all parties. 
Open / Assigned. Once the incident or complaint has been registered, the request will be placed with an “open” status while it is assigned to the person in charge of resolving the request.
Research and analysis. All data are collected and the causes and circumstances of the incident or complaint are analysed. In addition, the reason and origin of the claim is studied to determine its admittance or rejection.
Resolution: The request sent by the customer in their incident or complaint is resolved once it has been clarified what has happened. Thanks to the above, the decision making process will be detailed. 
Closing. The customer will receive an explanation as to why a positive or negative decision has been made. If it is negative, the reason or reasons for the rejection of the incident or complaint will be explained.

If the resolution is negative, the customer will be informed and given an adequate explanation as to why the complaint or incident has been rejected. If the resolution is positive, the necessary steps will be taken to solve the customer’s problem.

Remember that in some Correos products there are a series of covers and guarantees. Depending on the decision taken during the resolution, and taking into account the product or service affected, the customer may receive compensation or indemnification. These indemnities can always be consulted in Coverage and Guarantees.

Process for handling queries

Registration. When a person makes a query, it is registered with an ID. 
Research and Analysis. The data necessary to resolve the query is collected. With the data collected, the customer’s questions are analysed and the best response is offered.
Response. The customer is given a response to the questions raised in their query.