Parámetros De Calidad De Los Servicios Postales Diferentes Al Servicio Postal Universal

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Parámetros De Calidad De Los Servicios Postales Diferentes Al Servicio Postal Universal Parámetros de calidad de los servicios postales diferentes al Servicio Postal Universal Propuesta regulatoria Regulación Postal Septiembre de 2010 Comisión de Regulación de Comunicaciones – República de Colombia COMISION DE REGULACION DE COMUNICACIONES - REPUBLICA DE COLOMBIA ÍNDICE DE CONTENIDO 1 ANTECEDENTES .................................................................................................................................. 11 2 COMPETENCIAS DE LA CRC EN MATERIA DE REGULACIÓN DE LA CALIDAD DE LOS SERVICIOS POSTALES ............................................................................................................................. 13 2.1 FACULTADES DE LA CRC EN MATERIA DE REGULACIÓN DE LA CALIDAD DEL SERVICIO POSTAL DE MENSAJERÍA EXPRESA......................................................................................................................................................... 19 2.2 FACULTADES DE LA CRC EN MATERIA DE REGULACIÓN DE LA CALIDAD DE LOS SERVICIOS POSTALES DE PAGO ...................................................................................................................................................................... 21 2.3 RÉGIMEN SANCIONATORIO POR INCUMPLIMIENTO DE LA REGULACIÓN QUE EXPIDA LA CRC EN MATERIA DE CALIDAD DE LOS SERVICIOS POSTALES. ........................................................................................................... 24 3 LA REGULACIÓN DE LA CALIDAD................................................................................................. 24 3.1 MEDICIÓN DE LA CALIDAD ........................................................................................................................ 26 3.2 FIJACIÓN DE METAS.................................................................................................................................. 26 3.3 RÉGIMEN DE INCENTIVOS ......................................................................................................................... 27 4 PRÁCTICAS INTERNACIONALES EN EL TEMA DE CALIDAD................................................ 27 4.1 UNIÓN POSTAL UNIVERSAL....................................................................................................................... 27 4.1.1 Marco normativo .......................................................................................................................... 27 4.1.2 Servicio postal internacional – calidad global y regional........................................................ 30 4.1.3 Servicio EMS ................................................................................................................................. 33 4.2 UNIÓN EUROPEA ...................................................................................................................................... 37 4.2.1 Marco legal.................................................................................................................................... 38 4.2.2 Normas del Comité Europeo para la Regulación Postal ......................................................... 40 4.2.3 Sistema UNEX: Sistema de Monitoreo Externo........................................................................ 42 4.2.4 Casos seleccionados .................................................................................................................... 44 4.2.4.1 Irlanda ......................................................................................................................................................44 4.2.4.1.1 Marco normativo..............................................................................................................................45 4.2.4.1.2 Indicadores de calidad....................................................................................................................47 4.2.4.1.3 Indicadores de la UPU ....................................................................................................................50 4.2.4.2 Reino Unido..............................................................................................................................................51 4.2.4.2.1 Marco normativo..............................................................................................................................51 Documento Soporte Revisado por: Fecha actualización: 24/09/10 Coordinación de Regulación Postal Página 2 de 170 Fecha revisión: 24/09/10 Revisión No. 2 Aprobado por: Director Ejecutivo Fecha de vigencia: 31/07/09 COMISION DE REGULACION DE COMUNICACIONES - REPUBLICA DE COLOMBIA 4.2.4.2.2 Indicadores de calidad....................................................................................................................55 4.2.4.2.3 Indicadores de la UPU ....................................................................................................................56 4.2.4.3 España ......................................................................................................................................................56 4.2.4.3.1 Marco normativo..............................................................................................................................57 4.2.4.3.2 Indicadores de calidad....................................................................................................................60 4.2.4.3.3 Indicadores de la UPU ....................................................................................................................63 4.2.4.4 Portugal ....................................................................................................................................................64 4.2.4.4.1 Marco normativo..............................................................................................................................64 4.2.4.4.2 Indicadores de calidad....................................................................................................................67 4.2.4.4.3 Indicadores de la UPU ....................................................................................................................70 4.2.4.5 Hungría.....................................................................................................................................................71 4.4 ARGENTINA.............................................................................................................................................. 73 4.4.1 Marco normativo .......................................................................................................................... 73 4.4.2 Indicadores de calidad ................................................................................................................ 75 4.4.2.1 Indicadores de calidad en el orden nacional.......................................................................................75 4.4.3 Indicadores de la UPU................................................................................................................. 78 4.5 CONCLUSIONES ........................................................................................................................................ 79 5. PRÁCTICAS INTERNACIONALES EN EL TEMA DE CALIDAD EN SERVICIOS POSTALES DE PAGO........................................................................................................................................................ 79 5.1 UNIÓN POSTAL UNIVERSAL....................................................................................................................... 79 5.2 BRASIL..................................................................................................................................................... 80 5.3 ESPAÑA.................................................................................................................................................... 81 5.4 CANADÁ................................................................................................................................................... 81 5.5 ESTADOS UNIDOS .................................................................................................................................... 82 5.6 HONG KONG ............................................................................................................................................ 84 5.7 JAPÓN...................................................................................................................................................... 85 5.8 CONCLUSIONES ........................................................................................................................................ 85 6 PRÁCTICAS INTERNACIONALES RESPECTO DE LA CONFIABILIDAD ............................. 86 6.1 UNIÓN POSTAL UNIVERSAL....................................................................................................................... 86 6.1.1 Definiciones................................................................................................................................... 86 6.1.2 Motivo de devolución................................................................................................................... 87 6.1.3 Prueba de entrega ....................................................................................................................... 87 6.2. CASOS INTERNACIONALES........................................................................................................................ 89 6.2.1 Argentina......................................................................................................................................
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