Almost every person in our country, at least once, was dissatisfied with the work of the Russian Post. This often comes to the most real complaints. According to statistics, 40% of all claims received at Roskomnadzor are connected with this service. Of course, it is clear that this is the largest organization, the history of which dates back to the distant Soviet times, but many people simply don’t know where to file a complaint with the Russian Post. How to do it right? And most importantly, how to achieve a result that will be expressed in certain changes for the better?
Online complaint about the work of the post office
There are several ways to report this organization.
Those who actively use the Internet can use online appeal as a way to file a complaint to the Russian Post, which will be in the form of an email. This letter is sent to the official website of the organization. This is convenient in that it does not require much time, a person does not have to go anywhere and stand in lines. The site has a specific questionnaire that needs to be filled in and entered into it such information as full name, email address, which will receive a response letter, as well as the text itself.
Before writing a complaint to the Russian Post, you need to familiarize yourself with the rules that this appeal must comply with. It should list the circumstances and facts of the organization’s breach of its obligations, and not the emotions that some people describe in such complaints. For complaints, there are certain generally accepted rules that apply to the execution of any such documents. The number of characters in the document should not exceed 2000, therefore, all facts and circumstances should be stated concisely and reasonably. A sample complaint about Russian Post is presented below.
Hot line
If a person does not have the opportunity to file an online complaint, there is another way to complain about the “Russian Post”. A hotline has been created for this and much more, and just call the phone number. The call is free, and here you can not only leave a complaint, but also get expert advice on any matter of interest. Managers who respond very politely to calls usually try to resolve the situation peacefully. Just from them you can also find out - where else can I turn to complain about the “Russian Post”.
A letter to the central office of the company
Those who are serious about resolving a misunderstanding with the Russian Post in their favor can file an official complaint with its central office located at 37 Varshavskoye Shosse, Moscow, 131000. An official appeal there will mean that the person who He issued it, configured very seriously, and if the problem remains unresolved, he can even go to court.
Complaint to Roskomnadzor
Roskomnadzor controls all Russian organizations involved in the provision of postal services. Complaints about the Russian Post or any other organization there can be sent through a single portal of public services, but only if registered on this portal. If this is not possible, then you can also send a letter to the central office of Roskomnadzor, which is located at the address: 109074 Moscow, Kitaygorodsky passage, 7/2. From there, the citizen’s appeal will most likely be sent to the local department of Roskomnadzor, but they must be notified of this.
Complaint to the prosecutor at the post office
The complaint about the Russian Post branch to the prosecutor’s office can be called “heavy artillery”, which is available in the arsenal of a citizen who tried all the ways to complain about this organization, however, they did not bring the desired results. You can even complain to the prosecutor’s office about those bodies that were inactive, while they were supposed to help the citizen deal with the problem, and the situation with the “Russian Post” should be a separate item in the appeal to the prosecutor’s office.
Anyone can apply to the prosecutor’s office whose rights guaranteed to him by the laws of the Russian Federation are violated or violated. Special legal knowledge for its design is not required. It’s enough to correctly and reasonably state the essence of the situation and attach to this appeal all available evidence, such as, for example, notices, checks, parcel track numbers, receipts for postal services, etc. It is very important that you do not need to know when contacting the prosecutor’s office various nuances of normative legal acts and codes, and even if the appeal is drawn up incorrectly, there are special employees in the prosecutor's office who help citizens write a complaint about the Russian Post and get it right.
Where to complain about insults and rudeness?
Complaints from Russian Post customers agree on one thing - rudeness and incorrect behavior. Naturally, the organization’s leadership assures citizens that it is actively struggling with this problem, however, rudeness on the part of the workers of this organization has not been reduced to this day.
The employees of Russian Post, on the one hand, can be understood - the salary in this organization is very small, especially considering the fact that the workload is so high that these people also sometimes break down at customers in the form of rude remarks or comments, for example, when some of them, often older ones, ask questions several times, they themselves begin to be rude or express indignation about the organization’s work, but rudeness on the part of employees is unacceptable. Therefore, a specific employee can be complained to such a control body as Rospotrebnadzor. This can be explained by the fact that the client of the Russian Post is also a consumer, in this case, postal services, and it is protected by the Law on the Protection of Consumer Rights.
In addition to Rospotrebnadzor, you can also contact the prosecutor's office and the court. According to this statement of claim, the court may decide to pay the offended employee compensation for non-pecuniary damage from the actions of the employee who was rude to the client. However, in practice, it rarely comes to the prosecutor's office and the court, if only because people simply have no time to do this, but complaints about the work of the Russian Post that, for example, the package and the letter were lost, are received quite often.
Types of compensation for inconvenience
In Russia, there is a law on postal service, which describes the rules by which a client of the Russian Post can receive special payments in the form of compensation for damage. Such payments may be of a different nature:
- they can be property when the terms of postal delivery or money transfer were violated, and compensation in this case is provided in the form of 3% of the tariff for this service for each delayed day;
- payments can be in the form of compensation for moral damage, such as for rudeness and rude remarks by employees of the postal organization, and the amount of compensation in this case is established in court.
Terms of response to written complaints from citizens
If we are talking about an official complaint to the central office of the Russian Post, then the answer to the citizen who applied to this body should come no later than 15 days from the day the organization received the letter. During this period, an internal audit is carried out, which helps to find out the reasons for what happened.The result in this case will be either a refusal to consider the appeal, or the punishment of the perpetrators and compensation for harm.
As for civil appeals to other bodies, the procedure for their consideration is controlled by the Law “On Written Appeals of Citizens”, guided by which, the body to which such an appeal has arrived is required to review it, check and make a decision within one month. In the first ten days, a citizen, as a rule, receives an official explanation of whether his appeal to consideration is accepted or not. After the expiration of the main term, the citizen should receive a final answer, which indicates the decision or the reasons for the refusal to consider the appeal.