Complaints procedure

Since the Regulatory Authority for Electronic Communications and Postal Services (hereinafter: the Regulator) is responsible for mediation in the complaint resolution procedure related to the work of operators in the field of postal services, users may submit complaints to the Regulator, provided that they have previously lodged a complaint with the postal operator.

Step one – Submitting a complaint to the postal operator

Reasons for submission and documentation

A complaint is filed in the event of loss, damage or reduction of the contents of a postal item, exceeded deadline for the transfer and delivery of a postal item, or in the event that the postal operator has not provided the service or has not performed it in its entirety. The complaint should contain a clear reason for its filing, as well as available documentation, such as: Advice of reception, Verification record, Inquiry, pictures of the damage, etc.

Contacts for complaints lodged with postal operators

Complaints are submitted to the competent postal operator, according to the instructions given by each postal operator.

Details regarding the instructions can be found on the postal operator's website, in direct contact with its employees in business offices, through the postal operator's Call center, or in the general terms and conditions published on the Regulator's website at the following link:

https://ratel.rs/cyr/opsti-uslovi-za-za-obavljanje-postanskix-usluga

Deadlines for filing complaints

Complaints in the case of loss, exceeded deadline for the transfer and delivery of a postal item or in the event that the postal operator did not provide the service or did not perform it in its entirety, the user can submit a complaint to the postal operator within 60 days in national and within 6 months in international postal traffic, counting from the day after the collection of the postal item.

Complaints in the case of damage or reduction of the contents of a postal item can be submitted by the user to the postal operator immediately upon delivery, and no later than the next business day.

Deadlines for complaint resolution

The postal operator is obliged to respond within 8 days of receiving the complaint in national postal traffic and within a maximum of 60 days in international postal traffic, by making a decision on the merits of the complaint.

Step two – Procedure with the Regulator

Deadline for submitting complaints

The user of postal services can submit a complaint to the Regulator against the postal operator's decision to reject the complaint, within 15 days from the date of receipt of the decision on the complaint.

Also, the user can lodge a complaint with the Regulator due to the postal operator's failure to deliver the decision on the submitted complaint.

Required documentation

When submitting a complaint to the Regulator, it is necessary to attach information about the postal item (serial number, sender’s and recipient’s name, surname and address), as well as other available documentation (Verification record, pictures and similar). In addition, in the event of rejection of the complaint, the postal operator's decision also must be attached, and in the event of the postal operator's failure to deliver its decision within the prescribed period, proof of the filed complaint must be attached.

Address for receiving complaints

·       Lodging a complaint with the Regulator (by mail or in person at the Regulator’s Mailroom) to the postal address: Regulatory Authority for Electronic Communications and Postal Services, Palmotićeva 2, 11103 Beograd, PAK 106306;

·        Submitting a complaint electronically via the Online Desk on the Regulator's website, where a complaint form can be filled-in directly at: https://portal.ratel.rs/cyr/complaint/ptt/form;

·       Filing a complaint electronically at: postanskotrziste@ratel.rs.

For more detailed information about the Regulator’s competence and the rights and obligations of both postal users and operators, all necessary regulations such as the Law on Postal Services and other relevant by-laws can be found at the Regulator’s website www.ratel.rs, link https://ratel.rs/cyr/regulativa.