Many people are forced to use Russian Post not out of personal choice, but simply due to the lack of any alternative. And it’s very unpleasant when you are blatantly robbed, and it’s very difficult to change something.
I would stop using their “services”, but other carriers only work in big cities. So you have to turn to these “benefactors”.
And in small settlements only Russian post is available. Whether you want it or not, you can go there to send a letter or receive a parcel.
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.”
Position of Roskomnadzor
The department pointed out to the court that the one-year period for bringing to justice for an administrative offense provided for in Part 3 of Art.
14.1 of the Code of Administrative Offenses of the Russian Federation, as for violation of consumer rights, cannot be applied in this case, since: - liability for violation of consumer rights is provided for by special articles of the Code of Administrative Offenses of the Russian Federation and an expanded interpretation of the provisions of Part 3 of Art. 14.1 of the Code of Administrative Offenses of the Russian Federation in order to strengthen the punitive function of the article is unacceptable;
— the scope of application of the Federal Law dated 04.05.2011 No. 99-FZ “On licensing of certain types of activities” is defined by the provisions of Article 1 as the regulation of relations arising between federal executive authorities, executive authorities of constituent entities of the Russian Federation, legal entities and individual entrepreneurs in connection with implementation of licensing of certain types of activities, which excludes the possibility of using the provisions of this law and the liability provided for its violation in relation to consumer rights .
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:
| Item type | Compensation amount |
| Insured shipment | in the amount of the declared value and the amount of the tariff fee |
| With a description of the attachment | in the amount of the declared value of the missing or damaged part of the investment |
| Remittance | in the amount of the transfer and the amount of the tariff fee |
| Other shipments | twice the amount of the tariff fee |
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?
Prehistory
This story took place in the summer of 2021.
My eldest son decided to give me a birthday present. I got it on August 7th. And since he lived far from us, he sent the gift by mail. Or rather, several items, mainly related to the car: keys, a multimeter, a small but expensive spotlight to illuminate from below during repairs, and a few more of the same things.
Let me make a reservation right away that he lived in the Khabarovsk Territory. I will not name the settlements. Suddenly there are other people working at the post office.
The parcel turned out to weigh 12 kg. Big. He packed it and took it to send it. He didn’t tell us about the parcel, he was preparing a surprise. I weighed it, wrote down the address and sent it off. I paid as for a regular parcel without insurance.
The cost of 1 kg from Khabarovsk to Yasnaya is 356 rubles, for 12 kg I paid 1699 rubles.
How to write a claim to Russian Post?
A claim will only be made in writing to the Post Office. The Russian Post has a support phone number (8-800-1-000-000) where you can call and leave a complaint, but it will not have the status of an official complaint. Also, you should not wait for a solution to your problem if you contact the official social networks of the organization.
These communication channels exist only for the purpose of informing and consulting clients.
We have already written about the general rules for drawing up a letter of claim. Here we just note that there is no established form for a claim to the Russian Post, but when writing you must follow the rules of a business letter and the requirements of the law. The procedure for filing and registering claims by Russian Post is described in Chapter VII of Order No. 234 of the Ministry of Telecom and Mass Communications of Russia dated July 31, 2014.
Thus, a claim for violation of delivery deadlines must contain the following information:
- applicant's passport details;
- if the claim is filed by a representative of the applicant - details of the power of attorney;
- postal item number (can be found on the receipt);
- full addresses of the sender and addressee as they appear on the item.
Claims for damage or loss of mail, as well as for quality of service, must include:
- the applicant’s passport details and details of the power of attorney in the event of a claim being filed by a representative;
- type and category of postal poisoning;
- the shipment number indicated on the receipt;
- date of receipt of the shipment or transfer, address of the receiving office;
- the amount of the declared value (if any) or the amount of the money transfer;
- list of investments in the shipment;
- cash on delivery amount (if any);
- full addresses of the sender and addressee as they appear on the item;
- type of packaging of the postal item (if available);
- the reason for the appeal.
Sample claim
Strange package
This parcel took a long time. They promised to deliver it in 2 weeks, just in time for the name day celebration. But in fact it took more than a month. Naturally, it arrived much later than the holiday, and in what form. All wrinkled! The corner was torn and sealed with tape.
In our joy, we did not pay attention to this blatant fact, and when we unpacked the parcel at home, we were surprised.
Inside were three plastic bottles of mineral water, each with a volume of 1.5 liters. An incomplete set of keys, a multimeter that turned out to be faulty and not particularly valuable items.
This is a strange package, we thought. Why send mineral water 2000 km away?
We call our son and ask. He is surprised, what kind of mineral water? I didn't send it! We opened the bottles and realized that it was ordinary tap water.
In general, we were robbed at the post office. Almost everything was taken out of the package, and to make sure it wasn’t too light, bottles of water were put in there. Moreover, they kicked the box properly and crushed it.
The most interesting thing is that the stickers on the bottles are not local, but from the Khabarovsk Territory; such water is not sold here. The parcel was probably opened there.
They left us a faulty multimeter and several keys with various small items. True, I later repaired the device. The wiring inside just broke when the box was kicked. I soldered the wiring and the multimeter worked.
We didn’t complain anywhere, since it wasn’t opened at the post office, but at home, and we couldn’t prove anything. It was possible to receive compensation for violation of delivery deadlines, but I did not know about it then.
Methods for submitting a claim
In order for a claim to be registered and officially considered, a certain filing procedure must be followed. Currently, a claim to Russian Post can be submitted in person, by mail or electronically.
Personally
To submit in person, you must come to the post office with two copies of the claim. Complaints against Russian Post are accepted by the department that received the shipment. The postal employee will take the first copy for registration and consideration, and on the second copy he will put a receipt stamp with a date and signature. This copy must be kept as proof of receipt of the claim by Russian Post.
By mail
If it is not possible to contact the department that accepted the shipment, you can send a claim there by mail. The letter is issued as a registered letter, with acknowledgment of delivery. When the letter reaches the addressee, the delivery receipt will be returned to the sender with the date of receipt.
On the official site
This method is interesting because it allows you to send a claim to the Russian Post online by simply filling out a form on the website. Similar functionality is available in the Russian Post mobile application.
To complain about Russian Post online, you need to go to the official website of Russian Post and select the appropriate topic for the complaint. After this, a form will open where you will need to fill in all the required fields. If the type of application requires it, you can attach scans of documents.
Note! To be able to send requests on the Post website, you need to authorize on the site through State Services.
Carrier's responsibility for the safety of cargo
What to do if the package is damaged?
Unfortunately, this also happens. There are two options here.
- ►Refuse to receive it directly by mail - of course, in writing, indicating the reason. Let them send the parcel back, and the sender will decide what to do next.
- ►Open the parcel in the presence of a post office employee. If damage, shortage, or absence of the item being sent is discovered inside, the employee will be required to draw up a report, which will be endorsed by the boss and the addressee. The act is drawn up in 4 copies: 1 – for the addressee, 2 – for the head of the transit postal facility from which the parcel was received, 3 – remains at the place of receipt of the parcel; 4 – filed with the documents of the post office that delivers the parcel. The act will serve as the basis for compensation for damage and departmental inspection.
Deadlines for filing a claim and its consideration
According to Article 37 of the Federal Law “On Postal Services”, you can file a claim regarding late delivery, damage or loss of an item, as well as non-payment of a money transfer within 6 months from the date of sending. Special deadlines are established for applications to search for international EMS shipments: within 4 months from the date of dispatch.
Russian Post is obliged to give a written response to any request within:
- 5 days if sending or transferring money is carried out within the same locality;
- 30 days – for other claims, except for international shipments;
- determined by international agreement - for international shipments. Typically, the response time for such claims is 2-3 months.
If, based on the results of consideration of the claim, a decision is made on the need for monetary compensation, then it is payable within 10 days from the date of recognition of the claim.
Comments: 2
Your comment (question) If you have questions about this article, you can tell us. Our team consists of only experienced experts and specialists with specialized education. We will try to help you in this topic:
Author of the article Irina Rusanova
Consultant, author Popovich Anna
Financial author Olga Pikhotskaya
- VALENTINE
05/31/2021 at 17:47 the parcel from Spain was sent to Moscow on January 13, 2021! track code EJ380020472ES I still haven’t received it! I applied for a search at post office 109377 at my place of residence and I still haven’t received a response! filed a claim on May 13, reference number 0030957396, wait until June 13 for a response! Russian Post support service reports that the parcel has crossed the border of the Russian Federation! Why is the parcel still not registered in Moscow?
Reply ↓ Anna Popovich
06/01/2021 at 16:46Dear Valentina, the Brobank.ru service does not have access to the Russian Post logistics database. If you have complaints about the work of the organization, you can file a complaint about the actions of employees by calling the Russian Post hotline 8-800-200-58-88.
Reply ↓
Where to complain about Russian Post?
If the complaint communication does not lead to anything, you should file a complaint against the Russian Post to other authorities.
Roskomnadzor
This organization is authorized to consider complaints about poor quality communication services, including postal services.
You can contact Roskomnadzor in the following ways:
- send a complaint by mail to the address: 109992, Moscow, Kitaygorodsky pr., 7, building 2;
- Contact the nearest Roskomnadzor office in person. Information about the branch of your region can be found on the website XX.rkn.gov.ru, where XX is the region code;
- write by email;
- use the application form on the Roskomnadzor website.
Ministry of Telecom and Mass Communications
The Ministry of Communications monitors compliance with legislation in the field of communication services. Thus, you can complain about Russian Post if employees refuse service or demand a fee not provided for in the tariffs, or violate the deadlines for providing services.
You can write a complaint against Russian Post in the following ways:
- fill out the application form at State Services;
- send by email;
- fill out the form on the official website of the Ministry of Telecom and Mass Communications;
- send a letter to the address: 125375, Moscow, Tverskaya st., 7.
Court
In the event of an unresolved property dispute regarding compensation and damages, a claim should be filed in court.
The claim is drawn up on the basis of an already written claim, but the applicant becomes the plaintiff, and Russian Post becomes the defendant. The claim is filed in court at the place of residence. If the value of the claim (the sum of all declared claims) is no more than 100,000 rubles, the application should be submitted to a magistrate. If the value of the claim is higher, the case will be heard by the district court.
This claim relates to cases of consumer rights protection and is not subject to state duty. The statement of claim can be submitted to the court in person, sent by mail, or using the electronic application filing system of the State Automated System of Justice.
Important! If, when drawing up a claim, it is enough to indicate information about the shipment in the text of the document, then all documents proving the validity of the plaintiff’s demands must be attached to the statement of claim.
In addition to the above compensation payments, you can demand in court:
- compensation for moral damage;
- a fine of 50% of the amount awarded by the court;
- reimbursement of expenses for professional legal assistance.
Result.
The court granted our application and rejected the position of the government agency - the determination was declared illegal and cancelled.
The department did not appeal the decision, but did a minor dirty trick - it imposed a punishment on the postmen (an official - the head of the security service) - 3,000 rubles. A week later, regarding a similar episode, we sent a similar statement to Roskomnadzor, but with a demand to fine the legal entity - now the Main Post Office was fined 30,000 rubles.
After this, a meeting took place between the head of the Main Post Office and our Principal, as a result of which certain agreements were reached that suited both parties.
Search for international EMS shipments
EMS shipments are lost more often. This is due to the fact that the parcel must cross the border and go through all control procedures. Orders from China are popular.
You can track EMS shipments using the same principle: online or at the branch. Track number and passport details are required. If the location is unknown, you should start looking.
You need to submit a search for parcels from China. The form must be filled out in Russian and English. In the online service this is done automatically; during a personal visit, the operator will help. It is not necessary to know English. You should receive a response stating that the application has been accepted for consideration. After the search work, a notification of the result should be received.
