Don’t let your rights be violated: how to correctly draft and where to file a complaint against Russian Post?

Russian Post is responsible for improper provision of services (Consumer Rights Protection Law). Therefore, if there are violations on the part of postal employees or the organization itself, customers can file a complaint and demand compensation.

Main reasons for filing a complaint:

• Slow mail operation, violation of deadlines for the delivery of transfers or items;
• lost parcel or letter;
• the postal staff treated you with disrespect;
• you are faced with an unreasonable refusal to provide you with services;
• long queues;
• opening the parcel;
• cargo damage.

Free hotline of Russian Post

The free Russian hotline operates 24 hours a day, seven days a week and seven days a week.
By calling 8-800-200-58-88, the operator will offer the client to use the following functions by dialing numbers in tone mode:

1. The queue at the post office is more than 5 people long. After entering the post office number, the system notifies the head of the post office about the complaint.
2. Obtaining information about the movement of mail. After entering the track, the system tracks the location of the parcel, letter, parcel.
3. Information about the work schedule of the post office.
4. Information on money transfers.
5. Other consultations.

The indicated number is the Call Center number, so consultation will be provided quickly and fully.

The main reasons for complaints about Russian Post

The list of reasons that may become the basis for considering a client’s dissatisfaction is strictly regulated. This:

• a long queue at the department;
• rudeness, disrespect from employees;
• violation of delivery deadlines for postal items and money transfers;
• damage to the parcel during transportation;
• loss/theft of letters, parcels, parcels;
• unreasonable refusal of service.

As a rule, most problems with poor quality service are resolved with the involvement of the head of the department or by calling the hotline. However, not everything can be resolved on the spot: some issues are simply beyond the competence of the department staff. Then you need to contact the central office. If you intend to complain to the regulatory authorities (prosecutor's office, Roskomnadzor and others), you will have to wait for an official response from the Russian Post - it must be attached to the application.

Postal Tracing Line

Checking of missing mail items is carried out through the company's website. First of all, the status of the shipment is checked by the track number:

If this is not possible, then you must submit an application to search for the shipment through the website.

The “Electronic Messages” function allows you to request reference information, formulate claims to search for postal items in Russia and abroad, and evaluate the work of post offices and their employees.

Receiving Electronic Registered Letters will free the user from notifications from government agencies on paper. This function currently only works in a few regions of the Russian Federation.

Roskomnadzor

Roskomnadzor is a government service specializing in communications and mass communications. Accordingly, the services provided by Russian Post also fall within its range of competence. This authority considers claims related to the following:

• violation of service delivery deadlines;
• employee refusal to correct their own mistakes;
• requirement of more papers than prescribed in regulations;
• requirement to pay for free services.

To file a complaint with Roskomnadzor, you need to do the following:

• go to the official website of Roskomnadzor;
• select public services option;
• select the option to file a complaint.

In addition, a claim can also be filed using the State Services portal. On its main page, you need to select the option to generate a request and fill out the appropriate form.

The form will automatically be sent to an authorized Roskomnadzor employee for review.

Mobile app

For convenient and effective interaction with customers, the company has developed a mobile application for Russian Post.

It has the following functions:

• Tracking of shipments and delivery of notifications about the status of shipments.
• Arranging for delivery of a parcel or package to your home.
• Information about the amount of cash on delivery and other fees.
• Storing and adding sent messages, letters, parcels, parcels. Adding is possible using a barcode.
• Contains information about all post offices, addresses, telephone numbers, and work schedules.
• Communication with operators using online chat.
• Search index by address.

You can download the application from Google Play, App Store.

Filing a complaint to the head of the department

If there is rude treatment of the client, loss of the parcel, failure to notify of its successful delivery, or lack of data entered in the register, the client can contact directly the head of the Russian Post office. At the same time, a corresponding entry should appear in the “Book of Complaints and Suggestions,” indicating information about the client, the essence of the violation, and also providing evidence of illegal actions.

The head of the branch is obliged to provide the client with a response to a specific complaint, and, if the violation has been confirmed, take appropriate measures (for example, reprimand an employee who was rude to clients).

Operator competence

The communication provided through the official website with users of postal services is designed to increase the qualitative and quantitative efficiency of the company. The gradual reorientation of the organization from a public service to a commercial company allows us to improve the quality of customer service and provide a high level of user support.

The operator will provide advice on working with your personal account, ways to track tracks, and provide information about all post offices.

If, after consultation with the operator, the client does not receive comprehensive information, he can file a complaint through the company’s website.

Rospotrebnadzor

Russian Post is a body that provides the population with a certain range of services. Accordingly, if the client is not satisfied with their quality, he has the right to appeal to a higher authority - Rospotrebnadzor. In this case, you must act in accordance with the following algorithm:

• go to the official website of Rospotrebnadzor;
• visit the section “for citizens”;
• choose the appeal option and the option of filing a complaint - with or without the Unified Identification of Authentication;
• indicate your agreement with the rules;
• fill out the complaint form that appears.

How to apply to search for parcels

Most complaints about postal services are related to delays or missing packages. In this case, a formal complaint must be filed. There are 3 options for applying: online, in person at the branch or by written application sent to the central office.

Note! To submit an application online to search for domestic or international postal items, you need a verified account on the State Services portal. If you are not registered there or have not had your identity confirmed, you can only report your loss in writing, on a form with a handwritten signature.

To apply online:

1. Follow the link https://www.pochta.ru/claim.
2. On the email requests page, select the appropriate item.
3. Log in through State Services. Clicking the “Login” button will redirect you to the State Services login form. Enter your username and password, then allow the transfer of your data between systems.
4. Fill out the application form. Select the reason for the application.
5. Enter information about the shipment (type, date and place of shipment, track number, if any, sender, recipient). The applicant's details are filled in automatically.
6. Upload the available documents: receipt, list of attachments.
7. Click the "Submit" button.

If you do not have an account on State Services, you need to go not to the authorization page, but to fill out the form.

The form fields are the same as the electronic application form. The only difference is that the completed document must be printed, signed and taken to the post office. You need to take with you a receipt confirming the shipment and your passport.

The application can also be sent by registered mail directly to the head office, however, in the case of searching for parcels, it is faster and more efficient to contact the nearest branch.

Clarification of the location of the shipment

Before contacting the hotline, the client should try to independently check where the shipment is located. Today, there are several specialized resources online that help you submit a request yourself and complain about Russian Post via the Internet.

Appeals and complaints in the “Public Reception” section

Appeals and complaints are accepted on the official resource of the organization in the “Public Reception” section https://www.russianpost.ru/Anket/priemnaya.aspx).

When you go to the specified address, a template opens in which you will need to specify:

• your full name, that is, last name, first name and patronymic. An email address is also entered to provide feedback,
• The appeal is sent to the general director, his deputy in charge of this area, there is an option to select the head of the directorate as the recipient. Addresses are indicated on the website,
• Next, in the “Subject of application” column, the applicant will need to select the subsection “Issues of quality of postal services and services.”

Then you need to correctly submit a complaint to Russian Post online in the public reception section. To successfully resolve a controversial situation, when drawing up an appeal, it is important to consider several important points:

• the text size should not exceed 4 thousand characters,
• It is recommended to structure the text, write it without Latin words in Russian,
• data about the place, fact and event must be included,
• complaints must be specific, suggestions may be made,
• the request will not “pass” through the resource if its volume exceeds 5 MB,
• when making financial claims, you will need to scan and attach a receipt,
• the attachment is saved in formats that allow for sending, they are indicated on the service website.

If you plan to remain incognito, you will have to come to terms with the organization’s refusal to consider any anonymous messages. Failure to indicate a name makes the specialist’s work meaningless and will not allow tracking the fate of the parcel or letter.

Attention! An alternative option for filing a claim via the Internet is to use an online assistant. In this case, the consultation takes place via chat. Contact information and the complaint will also need to be described in detail.

Writing a complaint using the online assistant

If you do not have the time or opportunity to use these options, you can simply send an email to [email protected] The response to the applicant in such a situation will be provided to the specified email address.

Response deadlines

Consideration of complaints and claims sent to the Federal State Unitary Enterprise "Russian Post" is:

• for postal items and transfers sent within one city – 5 days;
• for shipments and transfers within Russia – 30 days;
• claims for international shipments are considered within 2-3 months, in accordance with the Universal Postal Convention of 2012.

Consideration of a complaint filed with Roskomnadzor, Rospotrebnadzor and the Ministry of Communications takes up to 30 days. In exceptional cases, the period for consideration of complaints is additionally extended by 30 days, of which the applicant is notified in advance.

Reasons for claims

The activities of any organization often become a reason for the emergence of conflict situations regarding the quality of performance of production duties. The work of Russian Post employees often causes a large number of complaints.

The following violations may be grounds for filing a claim:

• delivery of correspondence in violation of receipt deadlines,
• loss of a parcel or mail,
• violation of the integrity of the contents or packaging,
• inappropriate attitude of branch employees towards clients.

Before sending requests to the head office of this organization, it is recommended to try to resolve the problem at the local level. To do this, you can personally communicate with the head of the local post office. The application is drawn up directly to the director.

Where to complain

Before sending a complaint to the regulatory authorities, you need to make an attempt to resolve the problem with the head of the department at the place where the correspondence was sent or received.

Most often, identified violations are corrected immediately after contacting the immediate superior on his instructions. When visiting any of the organizations listed below, you must present your passport.

Important! An application to the regional office will speed up the time for consideration of the claim, since the complaint from the central office will still be forwarded according to jurisdiction and territorial location.

Call the hotline

You can call 24 hours a day. Hotline number 8-800-2005-888. Must be named:

• sender and recipient data;
• number of translation;
• day of service provision.

Head office email

Contact Roskomnadzor

It is necessary to submit a claim to this authority if an item has been lost, stolen, or broken. They also have no right to open parcels.

You can submit an appeal on the official website of Roskomnadzor, contact one of the regional offices in person, or send a registered letter to the address: 109074, Moscow, Kitaigorodsky proezd, 7, building 2.

The organization deals with complaints about the quality of communication services provided.

Write to Rospotrebnadzor

If consumer rights have been violated, you can write a statement to Rospotrebnadzor. For example, we ordered something from China through the Aliexpress website, but due to the fault of the post office, the paid item was lost or it took a long time to arrive.

The single number of the organization for consulting citizens of the Russian Federation is 8-800-555-49-43. Both individuals and legal entities can call.

Central office - 8-800-100-0004. Here the person will receive the necessary information or will be redirected to the responsible structural unit.

To resolve an issue related to financial services, call 8 800-100-29-26.

They contact not only the central office, but also regional offices.

You can submit a complaint in the virtual reception of Rospotrebnadzor.

Citizens' applications are processed online on the page https://petition.rospotrebnadzor.ru/petition/.

It is permissible to come to the appointment in person and bring a completed form or send a registered letter.

Address for contacts to the head office: 127994, Moscow, Vadkovsky lane, 18.

Important! Applications sent by email will not be considered by Rospotrebnadzor employees!

Leave a complaint to the Ministry of Telecom and Mass Communications

Grounds for complaint:

• the deadlines for providing services, registering and responding to requests were violated;
• did not want to correct the mistakes made by the client;
• refused to accept/send parcels or correspondence;
• unreasonably require additional payment and documentation.

Email address You can complain on the official website, send a registered letter (125375, Moscow, Tverskaya St., 7), contact through “State Services” (registration is required).

Write a statement to the prosecutor's office

They write there when a claim is refused in the above-mentioned authorities. All material issues are resolved here or in court.

You can submit an application through the online reception. Contact the place where the parcel was sent or received in person. An application to the prosecutor's office is the first stage of initiating legal proceedings.

Go to court

Any issues regarding the payment of moral or material compensation can only be resolved by a judge. Be sure to attach photo and video materials to the statement of claim. It is necessary to remove it immediately after discovering a defect, without taking the letter or parcel anywhere (for example, opening a parcel, deforming the box).

Important! You can apply for legal protection only in person or by registered mail! The office does not accept online applications.

If the cost of the claim is up to 50 thousand rubles, they write to the magistrate court, if more - to the district court.

Grounds for filing a claim

A claim is a legal document containing demands from one party to a legal relationship to the other to fulfill its obligations or eliminate violations of the law or contractual provisions. In particular, any person who is not satisfied with the service in this organization can file a claim with the Russian Post.

Important! The law establishes a mandatory pre-trial procedure for resolving disputes related to communication services. This means that without first sending a claim to the Russian Post, it will not be possible to appeal its actions to other authorities, including the court.

You can write a complaint to the Russian Post in the following cases.

Long service, long queues

These phenomena are provoked by poor optimization of the department’s operation: some of the windows are empty, postal equipment is not working well, incompetent employees spend a lot of time serving the client, or the post office is too small to cover the needs of the local population. One way or another, management should pay attention to this problem and file a complaint against the Russian Post office.

Unsatisfactory performance of Russian Post staff

Often service problems arise from the organization's employees themselves: they work slowly, do not know how to use work equipment, or refuse to provide certain types of services. There are often cases when Russian Post employees behave inappropriately: they are rude, rude and unreasonably refuse service.

In this case, you should complain about the Russian Post employee to his supervisor in order to bring him to disciplinary action.

Delivery deadlines for items or money transfers are violated

Russian Post has established control deadlines for the delivery of items, in case of violation of which it must pay compensation to the sender. Thus, the Post pays compensation in the amount of 3% of the postage fee for each day of delay, but not more than the amount paid for this service. For violation of the deadlines for sending postal items by air - the difference between the fee for sending by air and land transport.

Lost or damaged mail

From the moment of receiving a letter or parcel from the sender and until it is issued to the recipient, the Post Office is responsible for the safety of the delivered property. In case of damage or loss of an item, the Post Office is obliged to compensate the sender for damages, the amount of which depends on the type of item:

Important! If the item is valuable or important, it is necessary to indicate the actual declared value and attach an inventory of the contents. Only then can you count on real compensation for a shipment lost or damaged during delivery.

In what cases is Russian Post not responsible?

Russian Post imposes requirements for the design and content of postal items; if these are not met, responsibility for damage, loss of a letter or parcel, as well as late delivery lies with the sender.

Thus, the rules for processing parcels and the list of goods allowed for shipment can be found here.

How to write and submit a complaint to the FAS?

How to write and submit a complaint to Rospotrebnadzor via the Internet?

Types of compensation

Not all citizens know that the Federal Law on Postal Services and other regulations on the basis of which the work of Russian Post is carried out imply the possibility of receiving compensation. They are divided into two types - property and moral. In the first situation, funds are provided due to violation of the deadlines for postal items or money transfers. The amount of compensation is strictly fixed. The amount is 3% of the fee charged for the provision of the service. Compensation is paid for each day.

For your information

You can receive payment for moral damage if the rules of service were violated, or the employees of the Russian Post branch treated the client rudely. The payment does not have a fixed amount. It is prescribed depending on the individual nuances of the current situation. You can only receive compensation for moral damage by going to court. During the proceedings, it will be determined whether the person is entitled to claim compensation and in what amount it will be provided.

Requests for payment of monetary compensation for moral damage are not always satisfied. The person will have to prove that the actions of Russian Post employees caused harm to the client.

The legislative framework

Russian Post is a strategically important organization for the state, represented in almost all corners of our country, therefore its activities are regulated by special federal laws.

Russian Post provides services on the basis of the following regulations:

• Civil Code of the Russian Federation;
• Federal Law of July 17, 1999 No. 176-FZ “On Postal Services”;
• Order of the Ministry of Telecom and Mass Communications of Russia dated July 31, 2014 No. 234 “On approval of the Rules for the provision of postal services”;
• Law of the Russian Federation dated 02/07/1992 No. 2300-1 “On the protection of consumer rights.”

Complaints to regulatory organizations about Russian Post

If the problem cannot be solved, you can complain to the Russian Post, or you can complain to regulatory organizations. Depending on the situation, this could be Roskomnadzor, Rospotrebnadzor, the prosecutor's office, the investigative committee and even the court. But keep in mind that any of these authorities will reject your application if you did not try to resolve the problem directly with the postal organization.

Be sure to wait for a response to your complaint, and if the Russian Post has violated the deadline for considering the application, you will need a second copy of your complaint with a receipt stamp (incoming number, date), notification of delivery of the letter or other supporting document.

Complaint to Roskomnadzor about Russian Post

Roskomnadzor controls the activities of all communications enterprises. If for some reason you are not satisfied with the Russian Post, it is recommended to complain about the work of its employees, missing parcels and other problems. This is the first authority after the Central Post Office in Moscow where you should file a complaint. Where should i write:

1. Written complaints are accepted at the address: Moscow, Kitaigorodsky pr-d, 7, building 1, index – 109074.
2. If you are registered on the State Services portal, you can send an application from your personal account. The complaint page is located at https://do.gosuslugi.ru/orgs/rcn. Click the appropriate button and fill out the form.
3. An electronic complaint can be sent to e-mail: [email protected]

Complaint to Rospotrebnadzor against Russian Post

You should contact Rospotrebnadzor when your rights as a consumer have been violated, for example, an employee unreasonably refused services or was rude. Write down the name of the postal worker, the time, place and essence of the incident, enlist the support of witnesses (other clients).

It is better to submit a complaint to the local branch of Rospotrebnadzor, on its basis the supervisory authority will conduct an inspection and provide a response. But keep in mind that the reason for applying must be compelling and justified. Let's say you come without notice and ask an employee to find your package by ID, but he refuses you. In such a situation, it is useless to complain, since this action is not within the scope of the cashier’s duties. The client must either wait for the notification, or, seeing by the track number that the shipment has arrived at the post office, print the notification independently from his personal account on the Russian Post website.