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List of national contact points for users’ complaints

List of national contact points for users’ complaints

In every EU country, there is a postal complaint authority where people and business can complain about the quality of postal services. The authorities are particularly focused on cases of loss, theft, damage or non-compliance with quality standards.

How the system works

In the first instance, dissatisfied customers should 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 their complaint, customers can then contact the national public complaints authority (usually the National Postal Regulator) in their own EU country.

Each EU country 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 complaints, customers can seek redress under national or EU law. They may complain to the European Commission if the 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) must be followed before the European Commission can examine the merits of an individual complaint.

List of national contact points for users’ complaints

Austria

Bürgerservice des Bundesministeriums für Verkehr, Innovation und Technologie
Adresse: 1030 Wien, Radetzkystrasse 2
Tel. (zum Ortstarif) 0800 21 53 59
Fax: +43 1 71162-7498
Email: info@bmvit.gv.at
www.bmvit.gv.at

Belgium

Service de médiation pour le secteur postal
Ombudsdienst voor de postsector
Rue Royale 97, bte 14
Koningstraat, 97, bus 14
1000 Bruxelles - Brussel
Tel : +32 2 221 02 30 - FR
+32 2 221 02 20 - NL
+32 2 221 02 40 - DE
Fax : +32 2 221 02 44
www.smspo.be - FR
www.omps.be - NL

Bulgaria

Communications Regulation Commission
6, Gourko Street
1000 Sofia, Bulgaria
Tel: +359 2 949 2418
Fax: +359 2 986 76 13
www.crc.bg

Cyprus

Office of the Commissioner for Telecommunications and Postal Regulation
12 Hemoupoleos
1101 NICOSIA
CYPRUS
Tel: +357 22 69 30.00
Fax: + 357 22 69 30 70
Email: info@octpr.org.cy
Website: www.octpr.org.cy

Czech Republic

Czech Telecommunication Office
Ceský telekomunikacní úrad
P. O. Box 02,
CZ - 225 02 Praha 025
Tel: +420 224 004 111
Fax: + +420 224 004 830
Email: podatelna@ctu.cz
http://www.ctu.cz/

Denmark

FAERDSELSSTYRELSEN
Postal Supervisory Department
Adelgade 13
P.O.Box 9039
1304 COPENHAGEN
Denmark
Telephone: +45 33 92 91 30
Telefax: +45 33 32 35 34
Email: fstyr@fstyr.dk

Estonia

Estonian National Communication Board
Ädala 2, 10614 Tallin
Tel.: +372 693 1154
Fax: +372 693 1155
Email: postbox@sa.ee

Finland

Finnish Communications Regulatory Authority (FICORA)
Postal address: PL 313
00181 HELSINKI
Street address:Itämerenkatu 3 A
00180 HELSINKI
Tel: +358.9 69 661
Customer service: +358.09 6966 500
Fax: +358.09 6966 410
Email: info@ficora.fi
www.ficora.fi

France

Autorité de régulation des communications électroniques et des postes
7, Square Max Hymans
75730 PARIS Cedex 15
Téléphone : +33 1 40 47 70 00
Télécopie : +33 1 40 47 71 98
http://www.arcep.fr/index.php?id=9771

Germany

Bundesnetzagentur
Postfach 80 01
53105 Bonn
Tel: +49 30/2 24 80-5 00
oder
+49 18 05/10 10 00
www.bundesnetzagentur.de

Greece

National Telecommunications and Post Commission (EETT)
60 Kifissias Avenue, 151 25 Maroussi, Athens, Greece
Tel. +30 210 615 1000
Fax. +30 210 610 5049
www.eett.gr
Email: info@eett.gr

Hungary

National Media and Infocommunications Authority (NMHH)
H-1525 Budapest
Po Box 75
Hungary
Tel: +36-1-457-7100
Fax: +36-1-356-5520
Email: info@nmhh.hu
www.nmhh.hu

Ireland

Commission for Communications Regulation
(ComReg)
Abbey Court, Blocks D, E, F
Irish Life Centre
Lower Abbey Street
DUBLIN 1
Ireland
Tel: +353 1 804 9600
Fax:+353 1 804 9680
www.askcomreg.ie
www.comreg.ie

Italy

Ministero delle Comunicazioni
Direzione Generale Regolamentazione
e Qualità dei Servizi
Divisione 1 - Settore postale
Viale America, 201
00144 ROMA.
www.comunicazioni.it

Latvia

Telecommunications and Post Department
Public Utilities Commission
Brivibas street, 5
LV-1010 RIGA
Tel: +371 709 7200
Fax: +371 709 7277
Email: spkr@sprk.gov.lv
www.sprk.gov.lv

Lithuania

Communications Regulatory Authority
Algirdo street 27
LT-03219 - Vilnius
LITHUANIA
Tel: +370 5 210.56.33
Fax: +370 5 216.15.64
Email: rrt@rrt.lt
www.rrt.lt

Luxembourg

Institut Luxembourgeois de Régulation
L-2922 Luxembourg
Tel.: +352 28 228 228
Fax: +352 28 228 229
www.ilr.lu

Malta

Malta Communications Authority
“Il-Piazzetta”, suite 43/44
Tower Road
Sliema SLM 16
MALTA
Email : mca@mca.org.mt
www.mca.org.mt

Netherlands

SGC - "Stichting Geschillencommissies voor Consumentenzaken"
(Foundation Arbitration Board for Consumers)
Bordewijklaan 46 , 2591 XR Den Haag
Tel: +31.70 310 53 10
Fax: +31 070 365 28 14
http://www.degeschillencommissie.nl/

Poland

Office of Telecommunications and Post Regulation (URTiP)
Postal Market Department
18/20 Kasprake Str.
02-211 Warsaw
Tel: +48.22.53.49.301
Email: urtip@urtip.gov.pl
www.Urtip.gov.pl

Portugal

National Communications Authority
(ANACOM)
Av. José Malhoa, 12
1099 – 017 Lisbon
Portugal
Tel: +351-21721-1000
Fax: +351-21721-1001
Email: info@anacom.pt
www.anacom.pt

Romania

National Authority for Management and Regulation in Communications of Romania
2 Delea Noua,
030925
Bucharest 3, Romania
Tel: +40 372 845 845
Fax: +40 372 845 402
http://www.ancom.org.ro

Slovakia

Poštový regulacný úrad
Ul. 1. mája c. 16,
010 01 Žilina
Slovakia
www.posturad.sk
Email: postovy.urad@posturad.sk

Slovenia

Post and Electronic Communications
Agency of the Republic of Slovenia (APEK)

Stegne 7
SL-1000 Ljubljana
Phone +386 1 583.63.00
Fax +386 1 511.11.01
E-mail info.box@apek.si
www.apek.si

Spain

Ministerio de Fomento
Subdirección General de Régimen Postal

Paseo de la Castellana, 67.
Nuevos Ministerios.
28071 Madrid
Tel:+34.915 978 228
Fax: +34.915 978 559
reclamacionespostales@fomento.es
www.fomento.es

Sweden

The National Post and Telecom Agency (PTS)
Postal Affairs Department, division for
Postal Supervision.
Box 5398, 102 49 Stockholm, Sweden.
Email: pts@pts.se

United Kingdom

GREAT BRITAIN

Citizens Advice
Post Point 24
Town Hall
Walliscote Grove Road
Weston super Mare
North Somerset
BS23 1UK
Consumer helpline: 03454 04 05 06
Textphone: 18001 03454 04 05 06
To contact a Welsh-speaking adviser: 03454 04 05 05
Textphone to contact a Welsh-speaking adviser: 18001 03454 04 05 05
Website: https://www.citizensadvice.org.uk/consumer/post/post/

NORTHERN IRELAND

The Consumer Council
Floor 3
Seatem House
28-32 Alfred Street
Belfast BT2 8EN
Consumer helpline: 0800 1216022
Website: www.consumercouncil.org.uk