The Postal and Philately Service is the postal operator designated by the Vatican City State for the provision of the universal postal service.

With the adoption of this Charter, the Postal and Philately Service intends to follow the following principles:

- simplification and transparency of information on the services offered to customers;

- equality and impartiality, providing our services, under equal circumstances, to all customers without distinction, without any discrimination, throughout the national territory, compatible with any legal and technical constraints that may apply;

- efficiency and effectiveness, committing ourselves to guaranteeing a qualified and competent response to the needs of customers and the market, also through the adoption of the most suitable technological and organizational solutions;

- facilitation of contact opportunities, through the provision of a variety of channels to allow our customers to submit any reports or complaints.

The Service Quality Charter provides customers with simple and clear information on the types and characteristics of the services, whether or not included in the universal service, offered to the public. In particular, in order to ensure maximum clarity and transparency of the information provided, for each service, indications are provided that guarantee the comprehensibility of the information and advertising communication, as well as the comparison between the services themselves.

The Service Quality Charter also allows users to easily know the methods for submitting complaints, as well as requests for obtaining the related refunds/compensation in the event of poor service. It is reported in the attachment below and is available at the offices of the Postal and Philately Service.

This Service Quality Charter indicates – for all services – the quality objectives and expected delivery times.

The quality indicators represent the times within which the delivery of the products is expected to the recipient (for shipments directed to the Vatican) or to the Postal Operator designated by the country of destination (for shipments destined for abroad), starting from the moment of their acceptance/receipt.