Under Community rules, members of the public and businesses who are dissatisfied with the quality of service provided by universal service providers and other postal services providers are entitled to complain to the postal complaint authority in each Member States in particular in cases involving loss, theft, damage or non-compliance with quality standards.
Dissatisfied customers should in the first instance make their complaint to the postal operator that is responsible for providing the universal service in their country. If the postal operator is unable or unwilling to provide a satisfactory solution to such complaint, customers can then move to the second step by contacting the national public complaints authority (usually National Postal Regulator) in their own Member State.
Each Member State has designated one or more authorities for postal complaints. The address of each of the national authorities dealing with complaints is provided below.
In the event that the complaints authority fails to act on, or follow up to, complaints, customers can seek redress under national or Community law. They may complain to the European Commission if the competent national authority has ignored or failed to investigate the complaint. Please note that the two complaint procedures outlined above (postal operator and national public complaints authority) need to be followed before the European Commission can examine the merits of an individual complaint.
- List of national contact points