Standards of quality

Long-run thinking makes us especially dedicated to service quality.

According to the results of the performance measurement that has been conducted so far, Croatian Post exceeds the regulatory standards concerning the delivery of letters.

In accordance with the regulatory obligations, Croatian Post conducts independent quality measurements concerning its universal service. These measurements pertain to the quality of the transfer and delivery of letters and priority items in national transport, as well as priority items in international transport. In accordance with the Postal Services Act and the Universal Service Provision Rules, the following Croatian standards are used:

  • HRN EN 13850 – Measuring the Duration of Transport of an Individual Priority Item from Clearance to Delivery
  • HRN EN 14508 – Measuring the Duration of Transport of an Individual Non-Priority Item from Clearance to Delivery
  • HRN EN 14012 – The Principles of Complaint Management.