How to write a complaint against the post office examples. Drawing up and filing a complaint by mail

Russian Post is an official government organization solely responsible for the constant delivery of letters, various parcels and incoming notifications. People actively use the delivery system when they order something remotely, make online purchases, or want to give gifts to those who live far away. Where to complain about Russian Post, and what exactly are people unhappy with? It's worth looking into it in more detail.

The main reasons forcing a client to complain:

• slow service - deadlines for delivery are violated;
• confusion of addresses - employees send parcels to the wrong addresses;
• delivery of opened cargo;
• delivery of damaged or damaged goods;
• loss of parcels;
• rudeness or incompetence of department staff;
• non-delivery of parcels;
• huge queues.

Such violations cannot be tolerated. Sometimes even urgent letters or notifications arrive with a visible delay.

Where to complain about Russian Post

Who has the right to accept a complaint against Russian Post and take the necessary measures in response?

It is worth remembering that each case under consideration will be unique, and even a thorough study of the circumstances of the case will not 100% guarantee an effective result.

Organizations to which a citizen dissatisfied with the work of the postal service has the right to complain:

1. Central office - first, you should contact the main office of the organization directly. Submit an application by visiting the branch in person, or send it online by opening the official website of Russian Post. Only residents of Moscow can come in person, because the office building is located there, on Varshavskoe Highway 37. In the application, specifically describe the situation, what exactly happened: loss of the package/rudeness of employees/delay of delivery. Ask for a response in writing as well.
2. Roskomnadzor is able to accept and study a claim if department employees accidentally or intentionally violate the rights of a citizen approved by law. You can also send a complaint in person or by email. To implement the second method, a citizen should first log on to the State Services website, then register there. The third option is registered mail.
3. Rospotrebnadzor has the right to help if Russian Post provides poor quality services: parcels are lost or delayed in sending, letters disappear, parcels are opened and their contents are partially lost (this often happens), “hot” (urgent) letters also do not arrive or are delivered slowly. A citizen can draw up and send his complaint through the official website of this government agency or visit Rospotrebnadzor in person. Online claims are scrutinized just as carefully as regular paper claims.
4. The prosecutor's office and the court have the right to oblige the offender post office pay the plaintiff compensation for a lost or delayed parcel. And also award additional money as compensation for moral or material damage caused. After all, sometimes urgent, business letters pass through the mail, the delay of which is undesirable. Sometimes companies send documents by mail. What to do if such a message is lost? After all, the post office is obliged to deliver all sent parcels and letters. When the recipient is left without them, only Russian Post is to blame.

How to make a complaint or claim: contents and sample document

Russian Post accepts customer complaints on its official website. Some dissatisfied citizens demand a book of proposals to express their emotions. Especially if they receive an extremely cold reception. However, if the client really wants to get some result, it is better for him to file a full-fledged complaint and send it to the appropriate authority.

Via the Internet

The electronic method of sending is suitable for busy or far-away people who are physically unable to visit the supervisory authority in person. Of course, you can send a regular letter, but an email will arrive much faster. By the way, the text of the letter should be copied in order to send several similar complaints to different addressees at once: the post office management, Rospotrebnadzor or Roskomnadzor.

Requirements for an electronic complaint:

• the maximum volume of a completed claim is 2 thousand characters;
• documents that can confirm the claims described by the applicant must be scanned and copies attached to the form (for example, receipts);
• documents and the claim itself must be in Russian only;
• file size - attachments maximum 5 MB;
• write specific facts of violations committed, as well as suggestions on how they can be eliminated. The sender must adhere to neutral, business style, without emotional statements;
• use real information (your full name, passport number, telephone number, city of residence);
• The subject of the letter will be “Mail Complaint”.

When the complaint is accepted, the customer will receive a similar email in response.

By the way, these requirements are valid for a standard complaint, the addressee is not important. The only thing is that when you need to file a claim with the prosecutor’s office, the author will additionally describe his attempts to contact other supervisory authorities. At the same time, he will attach scanned copies of their refusals.

Requirements for a written complaint

There is no specific sample for a classic written complaint. The law also does not set strict limits. This means that a person will write a regular statement, indicating the following:

• name of the authority receiving the claim, its details;
• Full name, main contacts, actual address of the author;
• name of the paper;
• essence of the claim;
• proposals (or demands) on how the post office can satisfy the claim (payment of compensation by money transfer, search and return of the parcel);
• applicant's signature;
• date.

This is an example of the structure of a common complaint that dissatisfied customers send directly to Russian Post. It is better to write in printed font, adhering to a businesslike, neutral style without allowing personal opinions. All facts are recorded in the journal. Two delivery options: in person and by registered mail.

Thirty days are given to Russian Post to accept and respond to the claim. Communication with a dissatisfied customer will be in writing. Although it is possible that the operator will call him to clarify some details regarding the complaint.

Submission order

So, there is a problem. It doesn’t matter what it is: delivery delay, theft of the parcel’s contents, a money transfer disappeared (unfortunately, this also happens), the employee was rude and refused to accept the parcel. How should a dissatisfied client whose interests have been infringed act? When do you receive a control notice? How to fill out the form correctly? All these issues require special attention.

Procedure

1. Visit the post office office where the violation actually occurred. Find out the details of the department head and the hotline number. When the problem is serious: the loss of a valuable package or a delay in pension (for some pensioners the postman delivers payments), it is worth reacting immediately and using several options.

• email;
• on the page https://www.pochta.ru/claim;
• leave as a short message - SMS, using a special mobile application.

By the way, https://www.pochta.ru/claim is suitable for international and domestic shipments. The main thing is to confirm your real identity through the ESIA.

The site will also have a small questionnaire where the user will leave basic information:

• Full name;
• email address;
• topic of appeal;
• text of the claim.

Before sending, it’s better to think it over again; a complaint is a serious thing. This is an attempt by a citizen to peacefully resolve the conflict that has arisen. It is clear that if a parcel is lost, it is extremely difficult to find, so the applicant may ask for its value to be returned in money. Especially if there was goods he ordered or important documents. Any parcels and letters can go missing. The main thing is that he notifies the Russian Post about the existing problem and officially asks to take action as quickly as possible.

If the post office refuses, not wanting to look into it, or the respondent is not satisfied with the solution options proposed by the applicant, you need to move on.

1. Roskomnadzor – it directly controls the post office and all branches of similar organizations. Therefore, it is worth contacting there if the post office refuses to help. First of all, Roskomnadzor helps when there is non-delivery or underweight of parcels, illegal opening of packaging and other similar violations. It is possible to forward the message to other local branches of this regulatory authority, but then the citizen will definitely be notified.
2. The prosecutor's office is the last place, a citizen goes there when other authorities have not helped. Moreover, before applying, you need to carefully collect replies and refusals from previous authorities. And copies of your earlier claims. Thus, the citizen will immediately file a general complaint, mentioning the Russian Post Office, where the violations described by him occur, and other authorities who refused and did not help. Enclosing all replies and other documents will give his complaint the necessary weight. Specialists from the prosecutor's office will begin to read the complaint, study the materials, and then, if they accept the complaint, begin an investigation. They will send special requests to all the authorities listed by the applicant, finding out the details. Russian Post will be obliged to explain in detail the refusal to help the client, and other authorities will be required to provide reasons for their replies.

How to file an appeal? The form of the application addressed to the unit is not regulated by law. Here you need to adhere to the usual requirements described above. Of course, Russian Post has the right to appeal the received claim. As soon as the prosecutor's office completes the clarification of the circumstances, there will be a trial. There, the judge will listen to the arguments of both sides.

Calling the hotline

Russian Post has a special hotline created for fast communication. This accessible remedy, which can make it easier for an organization to connect with its customers. A person can describe the problem verbally, and the operator will try to find an effective way to solve it.

This free view direct connection, you can safely call even from a cell phone. The number will tell help desk or postal worker: 8-800-2005-888. Especially if a person wants to settle everything anonymously without revealing his data. The operator helps you choose a pre-trial option to quickly resolve the conflict.

Deadlines for responding to written requests from citizens

How long will it take to consider a submitted complaint? Some people believe that it is useless to complain; Russian Post will always find a unique excuse. They say that customs detained it, the package disappeared in China, or frost delayed delivery. However, the legislation specifies clear deadlines within which an organization is obliged to consider and respond to a claim submitted by it. Moreover, even a negative answer will be useful to the citizen. You need to collect all the replies and then bring them with a complaint to the supervisory authority.

Russian Post has 15 days - this is the period that the organization must devote to checking and inventorying the department in order to find out the specific reason for the violation. Then issue the applicant a written response. Even the unsubscribe will indicate the reason why he was refused. Force majeure cases require an additional 15 days, however, Russian Post is obliged to notify the applicant in advance and ask for a delay.

Supervisory authorities, the prosecutor's office or Roskomnadzor, a priori, have 30 days to fully review, verify and issue a decision to the applicant.

Subtleties and nuances

If the essence of the violation is rudeness and open unwillingness of a postal employee to fulfill his obligations, then the citizen needs to choose how to record this. For example, record what is happening on camera or a voice recorder, warning the employee. Such visual materials will help him confirm his arguments.

Although government agencies have 30 days, the applicant can receive a notification after 10 days. Whether the fact stated in his complaint will be verified or not. Supervisory authorities may additionally request documents or a personal meeting with the applicant.

Surely in our time there are no people left who do not use the services of the Russian Post. The peak of popularity of this organization appeared due to large quantity online orders, especially from China - what can we do, our people love inexpensive and practical things.

And as practice shows, Russian Post is not the most in the best possible way copes with its responsibilities. Not only that the parcel is coming for a very long time, so even when receiving it you have to sacrifice a decent “piece” of your own time. But this is not the end! Employees are rude, mail is lost - in such conditions even the most stable person can break down. In general, you will be charged with negative energy for the rest of the day.

I would like to say a few words in support of the employees - after all, many clients themselves behave like pigs. Of course, there is now a lot of talk about this organization needs modernization. Moreover, the state has already allocated fabulous money for this. Let's wait and hope, but for now... we have what we have!

Where should I write?

There are several instances for writing a claim against Russian Post. Below we will look at all of them.

Official website

The easiest way has become possible thanks to the development of technology. Without leaving your home, you can write a complaint to the Russian Post website (www.pochta.ru). The service is quite convenient and simple. Select the “Electronic appeals” item, then from the proposed options, select the one that suits you.

This could be a complaint regarding the work of the post office or a specific postman. Also this option will solve the situation when it is necessary to find a postal item in Russia or sent to another country.

This method has one drawback - you must be registered on the government services portal (when searching for a shipment) and on the organization’s website itself (if you are not satisfied with the work of the department or a specific employee).

Hotline number

If the first method is problematic for you, you can call the hotline: 8-800-2005-888 . The call is free. Tell the operator what you are not happy with and ask the support staff to help you.

Remember, employees are interested in resolving the problem. There are already a lot of complaints about them. Therefore, do not get excited, do not immediately hang up, but speak clearly to the point. Don't forget that the person on the other end of the line is not to blame for the current situation. And his job is to help you.

Company headquarters

If, after the previous point, the company’s representatives were unable to figure out your problem, then write to the central office. Postal address: 131000, Moscow, Varshavskoe highway, 37.

Feel free to send your claim to this address. Employees will understand that once you have reached the main office, it means you do not intend to retreat, so most often this item becomes the last one. In the event that this option does not help, I suggest moving on - we have a few more trump cards up our sleeves.

Roskomnadzor

You can also contact Federal service for supervision in the field of communications, information technology And mass communications(Roskomnadzor). It is noteworthy that according to statistics, about 40% of all complaints are directed at the Russian Post Office. It is Roskomnadzor that regulates all post offices in the country.

You can write an electronic appeal, but again you must be a registered user on the government services portal (https://do.gosuslugi.ru/orgs/rcn/) or send a claim by mail to the following address: 109074, Moscow, Kitaigorodsky proezd, 7, 2.

Prosecutor's office

Our next “stop” will be a complaint to the Prosecutor’s Office. There are two ways:

• Electronic: On the website http://genproc.gov.ru/contacts/ipriem/ fill out the application form, selecting the correct region, which will help to quickly understand your complaint;
• In writing at: st. Bolshaya Dmitrovka, 15A, Moscow, Russia, GSP-3, 125993 or to the regional division of the prosecutor's office.

A big plus when contacting here is the fact that you don’t need to know legislative framework. The application is written without reference to the articles of the code Russian Federation.

Court

The last resort for appeal will be the court. You can go to court with statement of claim By Articles 131 and 132 of the Code of Civil Procedure of the Russian Federation. It is worth preparing evidence of wrongdoing by Russian Post employees in advance.

If you manage to win the case, you can achieve compensation, both financial and moral damage. Documents are submitted in person to the court office or sent by registered mail.

Sample complaint

Below you can download a sample complaint against the Post Office:

Terms of consideration

Let's talk about the time frame for responding to written complaints from citizens. When sending a claim to Russian Post - 15 days. During this time, management must punish those responsible or refuse you. IN the latter case must refer to a specific reason. IN in rare cases the deadline may be extended for another 15 days, however, you must be warned, explaining the reasons for your decision.

The prosecutor's office and Roskomnadzor act according to Federal Law “On written appeals from citizens”. They have complaints to consider 30 days.

Data for a correctly completed claim to Russian Post:

• To whom the application was sent;
• sender (last name, first name and patronymic);
• sender's address;
• The essence of the complaint is succinct - you don’t need to write 10 pages if it’s not necessary. Everything is strictly to the point;
• number and signature.

No one is immune from poor-quality service provided or from rudeness, but in order to eradicate all this, write complaints. Yes, this takes time and desire. But if you ignore such omissions on the part of Russian Post employees, then there is no point in complaining about the imperfection of the system.

Russian Post provides the population with a wide range of services. In a number of them, it remains a monopolist: the volume of delivery of correspondence and parcels is growing from year to year. However, the quality of service often suffers, which gives a dissatisfied customer the right to file a complaint.

Despite the development of various electronic messengers And courier services, people and organizations continue to actively use postal services. Sending and receiving correspondence, parcels and parcels through post offices remains relevant. This is facilitated by the increase in online trade, including international trade. For example, buying goods from China is especially popular among Russians, and orders from Aliexpress are sent through the mail. You can also pay for housing at the branch, kindergarten, do and so on. Along with the increase in the number of services provided to the client, sometimes their quality suffers greatly, and therefore a complaint to the Russian Post will help to find lost item, punish a rude employee or force the department to work as expected.

Table 1. Where and on what grounds you can file a complaint against Russian Post

Legislative basis

Regulatory documents, which form the basis of postal activities, are as follows:

• Charter of the Universal Postal Union of July 10, 1964 and additional materials (regulations, protocols);
• Charter of the Federal State Unitary Enterprise "Russian Post" dated June 18, 2013;
• Law No. 2300-1 of 02/07/1992 “On the protection of consumer rights”;
• Rules for the provision of services postal service dated July 31, 2014;
• General conditions for sending parcels dated September 29, 2017;
• Code of Business Ethics dated June 1, 2015 and others.

The above list of regulations is not exhaustive, however, it is precisely those listed legal documents postal activities are based.

Features of mail operation

There are basic rules for the provision of mail services that clients need to know:

• letters and money transfers, if they could not be delivered to the addressee, are kept in storage at the department for 30 days, other items - 15 days (if there is no other period in the contract), the period is calculated from the next working day after they are received at the post office;
• judicial correspondence is kept in the mail for 7 days (excluding weekends and holidays, as well as the day of receipt and return);
• When sending correspondence to a new address, a fee is charged, transfers are forwarded free of charge;
• international shipments, for which a fee has been charged by the customs authorities, are issued by mail to the addressee after repayment of the corresponding amounts;
• if a simple letter has an unreadable, erased address or does not exist at all, then it is transferred for temporary storage as undelivered; such correspondence is then opened by court decision in order to determine the recipient;
• storage of unclaimed letters and transfers at the post office is carried out for six months;
• shipments must be delivered to the addressee intact within the established time frame;
• When working, operators are required to maintain confidentiality of communications;
• if there is a need to search for a registered postal item, then the application must be submitted within 6 months from the date of sending;
• for loss, shortage and damage to the attachment, the post office compensates for damage (depending on the type of item);
• for violation target dates delivery, a penalty of 0.1% is charged for each day of delay from the fee for sending non-standard parcels, non-standard oversized parcels, “Parcel online”, “Courier online”, “Business courier” within the amount of the service and 100% of the fee for sending “ Business courier express.

Attention! Violation the listed rules gives the right to file a complaint about the work of the post office.

Complaint to Russian Post

Employees of this organization are obliged to adhere to the standards of business ethics when working with clients (not to be rude, not to be rude, to communicate correctly and politely). The points themselves and the staff must work smoothly and efficiently, correspondence and parcels must be delivered to recipients in due time. Otherwise, a dissatisfied customer has every right file a complaint against the post office.

Who has the right to complain about the post office?

Any person whose rights were violated when contacting the post office or due to incorrect operation of the post office can file a complaint against the post office or its employees.

Reasons for writing a complaint

Reasons for filing a claim may include:

• unethical behavior of post office staff (rudeness of the postman, rudeness of the operator);
• big queue in the department;
• unsatisfactory performance of employees (for example, low speed of service to visitors);
• loss or damage to correspondence and parcels;
• violation of delivery deadlines or non-delivery of shipments, etc.

If the conflict situation could not be resolved on the spot, then in order to protect your rights it is necessary to correctly draw up a complaint. And also choose who to address it to.

The claim must include the following information:

1. name and address where it is addressed;
2. information about the applicant (last name, first name, patronymic, address and contact phone number);
3. essence of the complaint (briefly);
4. the applicant's requirement;
5. application available additional materials(for example, a shipping receipt);
6. At the end of the complaint, the date and signature of the applicant (or representative) are placed.

Attention! A person whose rights have been violated can prepare and file a complaint either independently or through a representative. In the latter case, a copy of the power of attorney is attached to the application and the details of the citizen who is authorized to protect the interests of the principal are indicated.

Call the hotline or write a request

You can file a complaint against a post office or employee:

• orally by calling the Russian Post hotline number 8-800 2005 888;
• via the Internet (on the official websites of institutions there are electronic reception areas, where the visitor is asked to fill out a standard template);
• leaving an entry in the complaint book of the post office;
• in writing by submitting a claim.

The last option is the most traditional. Involves preparing and filling out a complaint according to the sample, then further dispatch to the selected institution.

Depending on the nature of the appeal, the applicant will receive a response within five days (questions regarding money transfers and shipments within the territory of one settlement) up to two months (such a long period concerns, for example, the issue of providing intercity and international services telephone communication, with the provision of this service outside the Russian Federation). The standard period for reviewing a complaint is thirty days.

Where to complain by email

A complaint against the post office or its employee can be addressed to:

• to the immediate head of the communications department;
• senior management (starting from the head of the Main Post Office of a constituent entity of the Russian Federation and ending with the Central Office of the Russian Post);
• to Roskomnadzor;
• to the Ministry of Telecom and Mass Communications;
• to Rospotrebnadzor;
• to the prosecutor's office (as a rule, if the appeal was not resolved on its merits or was ignored).

A statement of claim to the court marks the protection of violated rights at the last possible instance. This method effective when complaints to other institutions turned out to be useless or if it is necessary to recover property or moral damage caused.

File a complaint by mail online

You can fill out the proposed claim form on the official website of the post office https://www.pochta.ru/claim. It is also possible to use mobile application https://www.pochta.ru/support/web-mobile-services/mobile-application.

To file a complaint by email, registered users can contact the State Services portal.

Electronic appeal also compiled on the site territorial body Rospotrebnadzor, Ministry of Telecom and Mass Communications and Roskomnadzor.

Video

Higher education. Orenburgsky state university(specialization: economics and management of heavy engineering enterprises).
June 22, 2018.

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