Write a claim or complaint against Russian Post. Official website

Many of us think that a claim with the Russian Post is an ineffective, if not useless, tool. And the majority do not even think that the losses caused are damage in the civil sense and can be recovered in pre-trial proceedings, as well as by filing a claim specifically with the Federal State Unitary Enterprise “Russian Post”. We will tell you about all these possibilities and ways to implement them. And in case of difficulties, you can always ask your question to a lawyer directly on the website.

Please note that the obligation to file a pre-trial claim with the Russian Post is directly provided for by the Law “On Postal Services” dated July 17, 1999 No. 176-FZ.

Claim to Russian Post

Methods of circulation

You can file a complaint about the work of Russian Post:

During a personal meeting, making an appointment with the head of the department.
In the form of an application addressed to the head of the department, sent in person or by mail.
Online consultant on the website www.pochta.ru.
Through the official mobile application of Russian Post.
To email address
Call the enterprise hotline 8-800-2005-888.
To Roskomnadzor in writing, through the feedback form on the website or by email
To Rospotrebnadzor
To the Ministry of Telecom and Mass Communications.
To the prosecutor's office.
To court.

If the complaint sent to the Federal State Unitary Enterprise "Russian Post" does not solve your problem, you can re-file the claim, after which you should file a claim in court.

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.

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,.

How to properly submit a claim

The parties are required to resolve disputes before trial.
This is pre-trial or claim work (part 5 of article 4 of the Arbitration Procedure Code of the Russian Federation, paragraph 3 of article 132 of the Code of Civil Procedure of the Russian Federation, part 3 of article 4 of the Code of Arbitration Procedures of the Russian Federation). The point is that the injured party makes a claim and submits it to the counterparty. The claim document tries to resolve disputes before trial: they describe the offense and its consequences, refer to the clauses of the contract and the provisions of the current legislation and offer options for solving the problem. Papers are handed over in person, sent by courier service or by mail. It is important for the sender to confirm receipt.

In Art. 160 and 434 of the Civil Code of the Russian Federation indicate whether it is possible to send a claim by email - yes, this is not prohibited. In civil document flow, the use of electronic communication is allowed. This is confirmed by judicial practice. Even if the contract does not provide for sending documents via electronic means of communication (to the recipient’s email), this does not violate the requirements of the law (Part 3 of Article 64 of the Arbitration Procedure Code of the Russian Federation). Electronic correspondence is the same evidence in the case as paper documents. In court, electronic documents are evaluated along with other evidence (Resolution of the Presidium of the Supreme Arbitration Court of the Russian Federation No. 18002/12 dated November 12, 2013, Resolution of the Arbitration Court of the North Caucasus District in case No. A32-43601/2015 dated July 18, 2016). When sending, sign all documentation with an electronic signature - this will confirm the authorship, date of sending and addressee. Then the court will not have doubts about the reliability of the submitted papers.

Mail hotline

For questions related to the search and delivery of lost parcels, the quality of service at the post office, damage or theft of items, you can call the Russian Post complaint service at 8-800-2005-888.

This is a multi-channel number that is available to residents of any locality in Russia. Through the hotline, complaints, claims regarding the work of the post office and suggestions that will help improve the efficiency of the enterprise are recorded.

If you leave a complaint on the hotline, the issue is most often resolved with lightning speed - an additional employee is sent to service the branch’s clients.

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.

Requirements for filing a complaint electronically

To expedite the complaint review process, it can be submitted electronically. To do this, you will need to write a letter on the official website of the Russian Post in the “Public Reception” section. In this case, the algorithm of actions is as follows:

Go to https://www.russianpost.ru/Anket/priemnaya.aspx.
Provide your full name and email address.
Select the addressee - General Director, Deputy General Director or Head of Directorate.
In the “Subject of the appeal” column, select the item “Quality issues of postal services and services.”
Write an application that must meet the following requirements:

size no more than 4 thousand characters;
the text is structured, divided into sentences, written in Russian without Latin characters;
the place of action, fact or event is indicated,
contains specific complaints or suggestions;
there is no obscene language or insults;
in case of filing a claim for damages, you should attach a scanned receipt as an attachment;
attachment size does not exceed 5 MB;
files in the attachment correspond to one of the following formats: mp3, wmv, mov, txt, doc, rtf, xls, pdf, jpg, bmp, png, tif, gif, pcx, wma, avi, mp4, mkv, flv, pps, ppt .

Important! Complaints submitted anonymously will not be considered by mail.

You can also submit a claim in electronic form using the online assistant on the website https://www.pochta.ru/support. To do this, you should describe the essence of the complaint in the chat window and leave your contact information. Complaints from customers about delays or loss of postal requests can be left in the Contacts/Public Reception section on the Russian Post website https://www.russianpost.ru/anket/main_aup.aspx?m=Y2xpZW50QHJ1c3NpYW5wb3N0LnJ1O29icmFzY2hlbmllQHJ1c3NpYW5wb3N0LnJ1.

In addition, the completed claim form can be sent to an email address. After reviewing the application and making a decision, a response to the claim is sent to the applicant at the specified email address.

If the client’s claim was ignored by the management of the Russian Post organization, the citizen has the right to file a complaint with Roskomnadzor, Rospotrebnadzor, the Ministry of Telecom and Mass Communications, the prosecutor’s office or the court.

Delivery times and tracking

Before you think about what to do if Russian Post has lost your parcel, you need to familiarize yourself with the delivery times for items. Depending on the origin and pickup locations they can be decent. This company is not in a big hurry with delivery. If a lot of time has passed and there is still no news, look, maybe the due date has not yet passed.

The information is located on the Post website; you need to select the parcels section. There are internal regulations regarding how long items must “stand idle” at intermediate points. As a result, information was taken to the maximum and delivery times between different cities of the country were published.

The information is freely available in table form. It shows that shipment between some regions can take 10-20 days. Therefore, it is not a fact that the parcel was lost at the Post Office, maybe it just takes a long time. But if more than the allotted time has passed, you can start to worry and act.

Track numbers are available to track postal items. They are communicated to the sender, who can pass the information on to the recipient. Next, you can use online resources for tracking, for example, the track24 website. Enter the track code, the system gives a complete breakdown of the “journey” of the parcel. You can see where and when she was, at what stage the traces were lost. It also happens that a parcel is lost at the sorting center.

Contact Rospotrebnadzor

To file a complaint about the work of Russian Post to Rospotrebnadzor, you need to use one of the following methods:

Fill out a special form on the Rospotrebnadzor website by going to https://rospotrebnadzor.ru/feedback/new.php. Indicate your full name, address, contact phone number. Write a message of no more than 2 thousand characters. Attach a document if necessary. The attachment size should not exceed 5 MB.
Send a complaint in writing to the address: Moscow, 127994, Vadkovsky lane, building 18, buildings 5 and 7.

Claims submitted electronically are considered in accordance with Federal Law No. 59-FZ dated May 2, 2006 “On the procedure for considering appeals from citizens of the Russian Federation.”

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.

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.

Filing a search application

In case of loss of a parcel, the first thing you need to do is write a search claim. Algorithm of actions:

The application can be submitted at the post office or done online on the website of this organization. The Internet service can be used by citizens who have an account with State Services. Then you can track information about the situation there. It's better to do it via the Internet.
To consider the application, you must have a shipping receipt; you can just have a copy. When applying online, it is attached to the application. When visiting a post office, be sure to have a paper copy of your receipt and your own passport with you. A search is underway. If it does not produce results, you can count on compensation.

A search application can be submitted by both the sender and the recipient.

Contacting the prosecutor's office

If the issue has not been resolved after contacting other regulatory authorities, the Russian Post client has the right to contact the prosecutor's office to protect his rights. You can do this in one of the following ways:

Go to https://genproc.gov.ru/contacts/ipriem/, fill out the application form, carefully selecting the region. This will speed up the process of reviewing your application.
Send your application to the address: st. Bolshaya Dmitrovka, 15a, Moscow, Russia, GSP-3, 125993 or to the regional division of the prosecutor's office.

what to do when a package from Aliexpress is lost

We looked at what to do if you lost a parcel at Russian Post. But if we are talking about a product purchased from the Chinese online store Aliexpress, the actions will be completely different. Where to go if your package is lost in this case?

When sending goods, the seller of this site guarantees that the person will receive what they purchased within a certain period of time, for example, within 45 days. If this guarantee is not met, the seller will be at fault. And it doesn’t matter in which delivery link the loss was noted.

In your personal account on the Aliexpress site, find this purchase and open a dispute. This is like a claim that you paid for the cost of the goods, but did not receive what you purchased. The appeal is considered for several days, up to 5-7. Afterwards, the seller returns the money to the card from which the payment was made.

If after return the package is found and reaches you, you will not owe anything. You are lucky: you have the goods and the money for it too. This really happens, since tracking of foreign parcels in Russia may not be carried out accurately.

We looked at how to find a parcel at Russian Post and what to do in this situation. Unfortunately, things won't be quick. And the saddest thing is that in the event of a real loss, the victim suffers financial losses.

about the author

Irina Rusanova - higher education at the International East European University in the direction of "Banking". Graduated with honors from the Russian Economic Institute named after G.V. Plekhanov with a major in Finance and Credit. Ten years of experience in leading Russian banks: Alfa-Bank, Renaissance Credit, Home Credit Bank, Delta Credit, ATB, Svyaznoy (closed). He is an analyst and expert of the Brobank service on banking and financial stability. [email protected]

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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.

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.

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".

Grounds for complaints

Common reasons:

delivery delay or loss of parcels, letters;
queues at the post office - more than 5 people;
loss of sent goods, documents;
violation of the rules for transporting valuable cargo;
absence of a postman or his incorrect work;
rudeness of employees;
damage to the goods inside the box;
delay of departures;
non-delivery of notices;
the delivery address was mixed up;
operator errors when accepting payments.

Unprovided services are also a reason to complain about the department.

Going to court

If the client’s claim was not satisfied in full or in part, or the deadlines for consideration of the application were violated, he has the right to file a claim in court. During the trial, it is possible to obtain compensation for material damage and moral harm, but evidence of wrongdoing by Russian Post employees should be prepared in advance.

The claim is filed in accordance with Art. 131 and art. 132 Code of Civil Procedure of the Russian Federation. If the cost of the claim is up to 50 thousand rubles. it is sent to the magistrate, in other cases - to the district court. The mechanism for filing a claim in court online has not yet been developed, so the package of documents must be provided in person or sent by registered mail.

What to do if your package is lost and not found

Within the specified period, Russian Post responds to the claim. It can be received in your personal account on the State Services website or by registered mail. If you lost your parcel at the post office and admitted it, you can talk about compensation.

The sender has the primary right not to receive compensation.

If the claim is found to be justified, then the post office has 10 days to pay compensation. And now the important points:

Only the declared value indicated by the sender is subject to payment. If the value was not declared, then there will be no talk of compensation;
Shipping costs are additionally reimbursed according to the receipt;
if the parcel was partially lost and was sent with a declaration of value, a calculation of proportionality is made. Whatever part is lost, that part of the value will be paid.

As you can see, nothing particularly good awaits the parties in the event of a real loss of the parcel. If a package is lost at Russian Post, the organization itself will suffer small losses. It is clear that when sending, few people indicate the real cost of the investment, since the stated amount depends on the shipping price. The person valued it at a nominal 500 rubles, and this is the compensation he will receive.

There are times when the post office will not be responsible for the loss or loss of a parcel. If the loss occurred due to a natural disaster, if the contents were seized by regulatory authorities. In case of damage, compensation is not paid if this was due to the fault of the sender: poorly packaged, enclosed something that could spill and ruin all the contents, etc.

Important nuances

When deciding to write a complaint against Russian Post, you should take into account several nuances. A citizen can file a complaint about the quality of services provided or the actions of a certain employee of the institution. Depending on what exactly the client is not satisfied with, the composition of the complaint may change. If a person intends to file a complaint against a specific employee, the following information is required:

Last name and first name of the employee who committed a violation of labor duties;
the position of the employee;
date and time of the incident;
content of the violation;
client requirements.

ADDITIONAL INFORMATION It is necessary to start looking for justice by contacting the immediate superiors of the department where the violation was committed. If the result is unsatisfactory, you should send an application to Rospotrebnadzor. After this, you can contact the prosecutor's office. You should go to court only as a last resort. The reason for this is that the problem can usually be resolved through peaceful negotiations. In addition, the legal process usually takes a very long time. But if human rights were violated, and appeal to other authorities did not have any effect, then there is no need to refuse to go to court. Only in this way will a person be able to restore justice.

Claim for lost parcel

Losing a package during shipment is a fairly common problem. If you find out that your package is lost somewhere, act immediately.

Contact the Post Office with the following documents:

statement of loss;
a receipt for payment for delivery of the parcel (you can provide a copy of the document);
a document proving your identity.

Note! The period during which a parcel is reported missing is 6 months from the date it was sent.

If you wrote a statement about the loss of a package with a demand to find it, then postal employees are obliged to send you a report on the actions taken. The report is sent by registered mail with notification.

Posters must do this within 60 days, no more. If the package is permanently lost, the sender receives the compensation due to him.

ATTENTION! Look at the completed sample claim to Russian Post about a lost parcel: