Contract for the provision of postal services

For the provision of postal services, where there is no written contract, the rights and obligations of the parties are set by the general conditions governing the provision of postal services, a document which stands in fact for the contract concluded between a provider and the users of his postal services.

When a postal item is accepted in the postal network, an individual contract is deemed to have been concluded between the postal provider and the sender, under the general conditions set by the provider.

The postal service providers have the obligation to make available to the users the general conditions governing the provision of postal services.

Pursuant to the law, the general conditions governing the provision of postal services must include at least the following:

  • the conditions of acceptance of the postal items;
  • the quality conditions which the supplied postal services will fulfil; except for the postal items within the scope of universal service, these conditions are set by each provider individually and mainly concern the delivery time of the postal items.
  • the postal provider’s liability;
  • a simple, transparent and accessible mechanism for dealing with the complaints lodged by the users, especially as regards the loss, theft, total or partial damage or deterioration of the postal items, as well as the non-observance of the quality conditions.