Quality of service certification

The UPU Certification system is intended to measure the degree of application in their structures of Designated Operators' (DOs) quality management processes as well as their performance.

The certification applies to international service quality management (ordinary mail) and aims to provide a level playing field for assessing DOs, irrespective of the countries' level of development.

The certification system comprises five levels: entry level and four higher levels, C, B, A, and A star.

  • The entry-level focuses on quality management structures at postal operator level;
  • The C-level concerns general quality of service management issues;
  • The B-level focuses on sorting centre/exchange office operations, and their relations with airlines, customs, security authorities;
  • The A-level: all the requirements for the B and C levels must be met and provisions exist for customers' inquiries like tariffs, websites, online track and trace, etc.
  • The A star- level takes into account exchange of EDI messages, track and trace of international mail, performance achievement according to standards and targets set.

1. Methodology of the UPU quality management certification system

Updated: April 2014.
The certification system is intended to measure the degree of application in their structures of posts' quality management processes.

2. Application questionnaire

Updated: April 2014.
UPU Quality management certification system.

3. Verification Questionnaire

Updated: April 2014.
UPU Quality management certification system.

4. List of certified postal operators

Updated: May 2015.