Russian Post - online complaint: where to complain about the department, how to write, to whom it reports, hotline

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.

How to apply to search for parcels

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

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

To apply online:

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

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

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

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

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,.

What information should be in the document

To write a claim, you must carefully study the Federal Law governing the work of the Russian postal service and the rules for registering claims against offices.

This is also important to know:
Characteristics from the place of residence from neighbors: samples

You can file a claim against the Post Office (this will also be necessary for a lawsuit) after the client has collected the necessary data.

If the claim is for violation of delivery time, the personal data of the applicant and the branch number are required. You will also need the item number, sender and recipient addresses.

If we are talking about other conflict situations, then the following information must be added to the information listed above:

the amount used for the assessment;
cash on delivery amount;
type of packaging;
list of attachments;
date, place (address) of registration.

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.

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.

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.

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.

Reasons

Russian Post is a government agency that provides postal services to residents of the country. For this reason, every action of the structure is strictly regulated by the “Law on the Protection of Consumer Rights”. Based on this document, anyone who decides to use postal delivery services has the right to receive assistance at a professional level.

The law includes this structure on the list of providers of services to the population. Therefore, employees must perform each stage at a professional level. A violation becomes a direct reason to file a complaint. Consideration of the claim and resolution of the issue is carried out within 5 to 30 working days.

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.”

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.

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.

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.

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.

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 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.

Reasons for claims

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

The following violations may be grounds for filing a claim:

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

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