Pursuant to Article 25 item 4 of the Law on Postal Services ( Official Gazette of the Republic of Macedonia No.9/2008), the Postal Agency adopted

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1 Pursuant to Article 25 item 4 of the Law on Postal Services ( Official Gazette of the Republic of Macedonia No.9/2008), the Postal Agency adopted RULEBOOK on technical requirements for the quality of universal postal service, parameters for quality measurement, as well as required minimum conditions for the quality achieved Article 1 Subject This Rulebook shall prescribe the Technical requirements for the quality of universal postal service, parameters for quality measurement, as well as required minimum conditions for the quality achieved (hereinafter: requirement) which shall be fulfilled when providing universal postal service in the Republic of Macedonia. The requirement shall establish: Article 2 Subject of the requirement a) The basic principles for quality provision of universal postal service (hereinafter: universal postal service ) b) The basic principles for quality of universal postal service and their necessary values (quality standards) for: - access to public postal network; - access to universal postal service; - on-time item delivery; - security of postal items - information about universal postal service; - complaint processing; and - customer satisfaction. Article 3

2 Basic principles The postal service providers for universal postal service provision shall apply equal principles on the whole territory of Republic of Macedonia and shall not have certain the most favoured and the least favoured universal service. Article 4 Obligation for quality of universal postal service 1. The universal postal service provider shall provide the universal postal service with a level of quality determined pursuant to the provisions of this Rulebook. 2. The Agency shall, according to international norms, decisions and recommendations, determine additional manners and procedures for measuring the universal postal service quality parameters, and to publish the same in an appropriate way. 3. The postal service providers shall use the European Committee for Standardisation (CEN) standards for postal services when providing universal postal service. 4. The quality level of universal postal service depends on: - geographic and weather conditions of service provision; - technical facilities of a postal network; - the market demand; - economic efficiency; - objective possibilities for provision. 5. The time of postal items departure that should be transported shall be the time of the departure of the last route from the postal unit concerned. 6. The last delivery time shall be the set out time (hour and minute) which defines sufficient timeframe before departure of the last route where the received mail can be processed and delivered for transport. Article 5 Data submission concerning the universal service quality parameters

3 1. The postal service providers shall submit the data on the universal postal service quality parameters to the Agency and publish the same on its web site by 31 March the latest for the previous year. 2. The data on the universal postal service quality parameters shall be shown separately for each geographic area. 3. The postal service provider shall submit the data of paragraph 1 of this Article to the Agency upon its request within 30 days from the day of the receipt of the request. 4. The submitted data on the universal postal service quality parameters shall be monitored by the Agency and shall be published on its web site. 5. If the Agency has a reasonable doubt as regarding the accuracy and reliability of the submitted data of paragraph 1 of this Article, it shall ex officio conduct an audit procedure by an independent audit company on the postal service provider s expense. 6. If the estimated values of the technical quality parameters of a certain postal service provider do not accomplish the limit values at least three times successively, the Agency may start a procedure for revoking the existing postal service provider. Article 6 Insufficient quality of universal service 1. The Agency may order the postal service provider to undertake measures for improvement of a particular quality parameter of the universal postal service pursuant to the Law on Postal Services and this Rulebook. 2. The postal service provider shall propose to the Agency, within 30 (thirty) days from the receipt of the request by the Agency, measures for improvement of a particular quality parameter of the universal postal service or elimination of the determined faults in the provision of universal postal service quality approved by the Agency. 3. The postal service provider shall, within 30 (days) from the receipt of the consent by the Agency for implementation of the proposed measures of paragraph 2 of this Article eliminate the determined faults and shall comply the universal postal service provision with the provisions of the Law on Postal Services and this Rulebook. 4. In case when the postal service provider shall not act according to the provisions of paragraphs 2 and 3 of this Article, the Agency shall act in accordance with the provisions of Article 4 paragraph 6 of this Rulebook. Article 8

4 Safe delivery of postal items The postal service providers shall ensure safe delivery of the postal items: Loss or damage of an item of correspondence or reducing of its content shall represent as follows: - damage to the envelope of the postal item; - damage or loss of the inner content of the postal item; - loss of the postal item. The postal service providers shall provide a system for continuous efficiency monitoring when delivering postal items. The postal service providers shall inform the Agency twice a year about the obtained results from the performed delivery monitoring.

5 Article 9 Surveys on quality of postal service provision 1. The postal service providers shall conduct surveys on postal service beneficiaries for quality of postal service provision, at least once a year on 1,000 users in accordance with the European Committee for Standardisation (CEN) The postal service providers shall analyze the reasons for dissatisfaction and shall establish the measures for eliminating the same. The postal service providers shall inform the Agency about the measurement results and the measures taken. Article 10 Complaints processing 1. A complaint shall be a declaration by postal service users for quality and manner of postal service provision in accordance with the European Committee for Standardization (CEN) 14012: The postal service providers shall announce publicly the conditions and the manner of complaint submission. 3. The postal service providers shall respond to complaints within: - 21 days for domestic postal traffic - 60 days for international postal traffic. 4. The deadline for obligation fulfilment, arising from the resolved complaints must not be longer than 60 days from the day of the complaint submission for domestic postal traffic, i.e. 90 days for international postal traffic. 5. The postal service providers shall submit to the Agency overview of number of complaints and the manner of their resolution (reasonable or unreasonable complaints and compensation thereof), once a year and no later than 31 March.

6 Article 11 Standards for on-time delivery quality Types of postal services On-time delivery Year Quality standard EN Priority items of correspondence Non-priority items of correspondence - D D % 13850: % 85 % 13850: % Parcels - D % 14508: % Article 12 Entry into force This rulebook shall enter into force on the day following that of its publication in the Official Gazette of the Republic of Macedonia. 6 October 2008 Postal Agency Commission Skopje Chairman Dejan Boskovski