How to file a complaint with ANCOM?
- Contact the complained provider first!
Before filing a complaint with ANCOM, make sure you have first contacted the provider. Check the information or documents referring to the contracted services (General Conditions for the Provision of Postal Services available, as a rule, on the website of the respective provider) and take into account the provider’s response time to your complaint, provided in the Complaint Resolution Mechanism / General Conditions for the Provision of Postal Services.
Have you accessed our FAQ section? You might find here the answer to your problem or ANCOM’s opinion on the situation you are facing.
- How to address ANCOM.
If the provider does not resolve your complaint within 3 months or if you cannot find the answer on our website, please send us a written complaint. Although you have several ways to contact ANCOM (electronically or by mail), we suggest you use our online form, available here.
Attention! In case of loss, destruction or damage to the postal item, the complaint filed with ANCOM must contain proof that you have sent the provider a prior complaint and its content.
In order not to be closed, the complaint must contain your identification data (i.e. name, surname and domicile/residence address). Contact ANCOM if you are the sender or recipient of the postal item that is the subject of your notification.
If the notification is sent on behalf of another person, it must be accompanied by a declaration on own responsibility signed by the petitioner (in the case of relatives up to the second degree inclusive) or by a notarial power of attorney (in the case of other persons).
It is also advisable that it be drafted in a way that is as concise, clear and to the point as possible and that it be addressed to us directly. If you want to address mainly another recipient (supplier or institution), please wait for their response first and then contact ANCOM. Don’t just send us the correspondence you have with the supplier/other institution (without explaining the situation complained of), we won’t consider it a petition!
- Send us all the necessary information.
In order for ANCOM to investigate your complaint, it is important that you communicate as much data and/or information as possible relevant to the situation. In addition to your identification data, we also need data such as: the name of the requested supplier, the name/name of the sender/recipient, whether the shipment was the subject of an online order, a copy of the transport document (AWB) or at least its number, the way in which the postal item was delivered and on what date (if applicable), correspondence with the supplier, etc. In many cases, in the absence of such information, ANCOM cannot investigate the problem you are facing! At the same time, it would be useful to tell us how you consider your complaint to have been resolved.
- How we solve your complaint.
After receiving your notification, you will receive, by email, a registration number. In order to resolve the complaint, ANCOM analyzes to what extent there are violations of the legislation in the areas that fall within its competence and, if necessary, applies the sanctions provided by law. As part of the complaint resolution process, ANCOM may request additional information and documents from you, or from the complained supplier.
You will receive a response containing the way to solve your complaint, within the legal deadline for solving the petitions (usually 30 days). If necessary, we will also communicate our suggestions on alternative ways to resolve the complaints.
