Complaint against the Russian Post office: step-by-step instructions for filing a claim

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Russian Post is one of the most widespread organizations in the Russian Federation. It is recognized as strategically important. That’s why all serious government agencies and private individuals use its services. Courier services do not cover all cities. Therefore, many citizens have no choice. All this affects the quality.

Attention

Knowing that clients will continue to contact Russian Post, employees of this organization do not always fulfill their duties conscientiously. However, the law allows individuals to file a complaint against employees of this structure. To perform the action, you must first familiarize yourself with all the features of the complaint against the Russian Post office.

Reasons for filing a complaint against the department

A complaint against Russian Post can be drawn up in accordance with current legislation. The organization operates in accordance with the norms of the Federal Law on Postal Services and the Federal Law on Communications. As soon as a person contacts a branch of the organization, he becomes its client. The rights of the buyer are protected by the Consumer Protection Law. Within Russian Post itself there is a claims organization designed to respond to customer requests. Therefore, a person has the right to report improper performance of duties by Russian Post employees and file a complaint.

Attention! If you have any questions, you can chat for free with a lawyer at the bottom of the screen or call Moscow; Saint Petersburg; Free call for all of Russia.

The list of reasons that could become a reason for contacting the appropriate authorities is strictly regulated. A person has the right to complain about a Russian Post office if:

a long queue formed at the organization’s office;
Russian Post staff treats clients with disrespect;
the institution is working too slowly;
deadlines for transfer or delivery of items were violated;
a person received or sent a parcel and the cargo was damaged;
the person was unreasonably denied services;
the package or letter was lost.

Controlling organizations: where else can you complain?

If Russian Post employees do not react in any way to claims received from a client whose rights have been violated, the next step may be to contact the regulatory authorities, namely:

Rospotrebnadzor is the federal service for supervision of consumer protection. The main task of this organization is to monitor that sellers and manufacturers properly comply with the requirements provided for under the Law of the Russian Federation “On ZPP”.
Roskomnadzor is the federal service for supervision in the field of communications, information technology and mass communications. The list of tasks performed by this department also includes control over the activities of communications organizations, including postal.
The prosecutor's office is a government body that provides supreme oversight over compliance with current legislation, the rights and interests of other citizens, and also performs other functions.
The Ministry of Telecom and Mass Communications is a federal body, one of whose functions is the development and implementation of state policy in the field of telecommunications, as well as postal services. The full name of this institution is the Ministry of Digital Development, Communications and Mass Communications of the Russian Federation.

An appeal to higher authorities must be submitted in the form of a written complaint containing a detailed description of the incident.

Where to write a complaint?

Today there are many organizations ready to accept complaints against the Russian Post office. The user can contact:

To the central office of the organization. The document can be submitted in writing or online.
To Roskomnadzor. Complaints are sent through the official website of the government agency. You can also apply in writing by sending the completed document by mail to the address of the organization’s Moscow office.
Competition for institution consultants.
Head of the post office. The citizen must make an appointment in person. The complaint may be made in writing or orally.
Using the official mobile application, calling the hotline or sending a message to the organization’s email.
By contacting the Ministry of Telecom and Mass Communications or the prosecutor's office.
By submitting an application to the court.

Please note:
Initially, you must file a claim against the Russian Post branch with the organization itself. To do this, you need to choose one of the most convenient methods from the above list. If filing an application does not produce results, you should contact the supervisory authorities and then the court.

Rules for filing a complaint in writing

You can complain in writing about the work of a department or a specific employee. The application must contain the following data:

Name and details of the post office where the complaint is sent. Claims for poor quality service, violation of delivery deadlines or non-delivery of postal items and transfers, disrespectful attitude or rudeness of employees can be sent to the address of the post office or the Main Post Office.
Full name, address, contact telephone number of the applicant.
The essence of the complaint.
Proposal to resolve the situation.
Date and signature.

Details of the central office of the enterprise in Moscow: 131000, Varshavskoe highway, 37,.

Complaints Bureau of Russian Post

For improper performance of duties, Russian Post is responsible to its customers. Therefore, the company strives to improve the quality of services provided. There is a so-called complaints bureau within the organization. The client can contact it if for some reason he is not satisfied with the quality of the branch’s work. The application can be submitted:

through the official page;
by contacting an online consultant or through a mobile application;
sent to email address;
by calling the organization's hotline.

Attention
The Russian Post hotline operates around the clock 8 800 200-58-88

The period for consideration of a complaint ranges from 5 days to 2-3 months, depending on the reason why the person is dissatisfied with the work of the company.

Filing a complaint to the Ministry of Telecom and Mass Communications

To file a complaint with the Ministry of Telecom and Mass Communications of the Russian Federation, you should use one of the following methods:

Go to the website https://minsvyaz.ru/ru/appeals/form/ and fill out the application form.
Send the application to the address: 125375, Moscow, st. Tverskaya, 7.

At the applicant's option, the response may be provided in written or electronic form. When filing a complaint with the Ministry of Telecom and Mass Communications, you must indicate the full name, email address or postal address of the applicant in order to send a response to the appeal.

Claim for Russian Post branch online

You can complain about a Russian Post office online. The method saves time. You don’t have to spend it on a personal visit to the organization. To use the method, you need to go to the official website of the institution. Then you will need to enter information into the online form and submit your complaint for consideration. In a similar way, an application can be submitted to any authorized body that accepts online applications.

You must complete your application correctly. When filling out the document form, you should take into account the following tips:

complaints can only be written in Russian;
Files confirming the applicant’s correctness can be attached to the application, but their total weight should not exceed 5 MB;
if documents are attached to the application, they must be scanned and all information contained in the complaint must be reliable;
the style of presentation should be formally businesslike;
The text of the document should not contain obscene language or emotional digressions.

IMPORTANT
If a complaint against a Russian Post office was sent online, the response will be received in the same way. It will be sent to the same email address from which the complaint was received. The period for consideration of an application directly depends on the question with which a person addresses the authorized body.

How to complain to Roskomnadzor

The activities of all Russian postal services are controlled by Roskomnadzor.

To notify this body about the incorrect operation of the Russian Post, you can file a complaint from the official website of Roskomnadzor. To do this you need:

Go to the “Create a request” page;
Select the subject of the appeal “Providing;
Then you need to select the official you want to contact;
Next you need to fill in all the other fields: full name;
The method in which you would like to receive a response (email or regular mail);
The review location is where you select your area from a drop-down menu;
Text of the appeal;
If you have documents related to the request, you can add them using the “Select File” button;

Then you need to enter the security code from the picture and click “send”.

You can also send your appeal by regular mail to the address: Moscow, Kitaigorodsky proezd, 7, building 2. Postal code: 109074.

Step-by-step instructions for filing a claim

If a person is sure that his rights have been violated, he can file a complaint against Russian Post. To do this you will need to do the following:

Try to solve the problem at the level of the management of the department that provided poor quality service. To do this, you will need to fill out an application or leave an entry in the book of reviews and suggestions. Every organization should have it. If the actions taken do not produce results, you must contact the higher management of the post office.
Prepare a written complaint about improper fulfillment of obligations by employees of the Russian Post branch. The document must be formatted correctly. It is better to use a ready-made sample. The paper can be sent by mail or submitted online. The choice depends on the convenience of the citizen.
Wait for the decision to be made. The waiting process can take from 5 days to several months. The exact period depends on the complexity of the situation. The answer will be communicated in the same way as the request was made.
Decide what to do next. If a person is not satisfied with the verdict, he can submit an application to higher authorities or go to court.

Sample complaint against Russian Post

In order for a complaint against a department to be accepted, it must be drawn up correctly. The document must indicate:

personal data;
information for operational communication;
the essence of the appeal to the authorized body.

Attention
A number of situations allow a citizen to demand compensation. To qualify for it, you need to study the current legislation in detail. You should only request the amount that the established norm allows. Monetary compensation is due for violation of the time frame or inconvenience caused. The post office is obliged to provide payment for each day of delay. In this case, the amount should not be more than that paid by the citizen when placing the order. If a person indicates the correct amount, they will be able to receive it faster.

When faced with the need to file a complaint against a Russian Post office for the first time, not all citizens know how to correctly fill out the document. To avoid problems, experts recommend using a ready-made sample. You can download the paper here.

Contents of the appeal: how to write correctly?

As noted above, if the Russian Post does not make any attempts to resolve the problem, the client can complain to the regulatory authorities.

Today there is no single sample complaint, but its content should include the following basic information:

“Hat” - here the full name of the regulatory authority is indicated, as well as information about the applicant (full name, address, telephone number).
The name of the document – it usually sounds like this: “Complaint”.
Main content – the following information must be presented sequentially:
the reasons for writing the complaint, under what circumstances the violation occurred.
Specific request - you must refer to the Law of the Russian Federation “On Postal Services” and ask for an inspection of a specific branch, as well as to bring violators to justice (if their guilt is established).

We do not recommend completing the documents yourself. Save time - contact our lawyers by phone:
8 (800) 350-14-90

Russian Post phone number for complaints

You can file a complaint against Russian Post by phone. This allows you to quickly respond to the current situation. Using this method, a person will be able to contact the authorized body immediately as soon as an improper provision of a service occurs.

IMPORTANT

Submission of an application is carried out by calling the Russian Post hotline. A person has the right not only to ask a question or express dissatisfaction, but also to make suggestions for improving the service. You need to call the number 8-800-2005-888.

You can contact the operator in the following situations:

There was a queue of more than 5 people at the post office. The citizen will have to indicate the branch number of the organization. As soon as the action is carried out, the information will be immediately sent to the head of the department.
Find out more information about the work schedule.
Get data on money transfers.
Clarify information about the movement of a letter or parcel.
Get other advice.

IMPORTANT
There is no call charge.

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.

Is it possible to file a complaint about the queue?

Typically, citizens associate a visit to a Post Office with a long waiting period. A number of operations take a long time to complete, which leads to the formation of a queue. However, this is not the norm.

Attention

The operating rules of the Russian Post branch allow you to complain if the queue is too long. You can apply if the number of people waiting exceeds 5 people.

Complaints can be filed by telephone. To perform the action, you will need to contact the hotline at 8-800-2005-888. The call is free. During the application process, you will need to indicate the number of the branch in which the queue has formed. The information will be immediately transmitted to the head of the department. Typically, a response to a complaint received in a queue occurs immediately.

Response to complaint

When the complaint is written, you will need to wait for a decision. It will be communicated in the same way that the person contacted the organization. Response deadlines are strictly regulated. A decision on the complaint must be provided within 5-90 days. Response time depends on the following factors:

the institution to which the application is made;
the reason for filing the complaint;
there is a need for payment.

If the application is submitted to Russian Post itself, employees have 15 days to carry out an internal review and punish those responsible or refuse to consider the complaint. The latter decision can only be made if there are compelling reasons for refusal. In exceptional cases, the review period may be extended by another 15 days. In this case, the organization’s employees must warn the applicant and inform them of the reasons for the decision.

Additional Information

If the appeal was made to the prosecutor's office, Rospotrebnadzor or Roskomnadzor, a response must be given within 30 days. During the first 10 days, the government body must inform the applicant whether the complaint will be verified or whether the document has been left without movement. During this time, the institution’s employees will request the necessary papers and contact the Russian Post office with which the conflict arose. During the remaining period of time, the authorized body must finally understand the situation and give a response to the applicant. If the case is complex and requires a lot of time to consider, the period may be extended by another 30 days. The applicant must be notified of the extension of the period for consideration of the application and the reasons for this.

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.

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

The actions of persons who provide postal services fall under the following regulations:

Law of July 7, 2003 N 126-FZ “On Communications”.
Law of July 17, 1999 N 176-FZ “On Postal Services”.
Order of the Ministry of Telecom and Mass Communications dated July 31, 2014 N 234 “On approval of the Rules for the provision of postal services.”
Government Order No. 16-r dated January 15, 2014 “On approval of the General Regulations of the Universal Postal Union, the Universal Postal Convention...”.
Law on Consumer Protection".

Going to court

If other methods of influencing Russian Post have no effect, a person has the right to go to court. To do this, you will need to collect evidence and write a statement of claim. The document must be completed in accordance with established rules. The claim must contain the following information:

information about the plaintiff and defendant;
reasons for going to court;
applicant's requirements.

IMPORTANT
Particular attention should be paid to collecting evidence. The complaint against the Russian Post office must be accompanied by documents confirming the applicant’s correctness. If a person files a claim because the package was opened, photo and video evidence can be attached along with the documents. The shooting must be carried out without leaving the Russian Post office . The final decision largely depends on the completeness of the evidence base.

Nuances

When deciding to write a complaint against a Russian Post office, you need to remember a number of nuances. A person may complain about the quality of a service provided or about the actions of a certain employee of the organization. Depending on what exactly a person is dissatisfied with, the content of the complaint may vary. If a person wants to complain about a specific employee, they will need to provide the following information:

Full name of the person who violated the rights of the citizen;
employee's position;
date and time of the incident;
the essence of the violation committed;
citizen demands.

Additional information
You must begin to seek justice by submitting an application to the immediate management of the branch where the violation occurred. If the effect does not have an effect, you need to contact Rospotrebnadzor. Then you will have to file a complaint against the Russian Post office with the prosecutor's office. Going to court is a last resort. This is because conflict can usually be resolved peacefully. In addition, court proceedings usually take a very long time. However, if human rights have been violated and appeal to other authorities has had no effect, you should not refuse to file a claim in court. This is the only way a person can achieve justice.

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