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HAKOM and consumer protection in postal services

Role of HAKOM

HAKOM provides consumers with information and advice and helps them understand the conditions and manners of postal services provision with emphasis on protection from potential abuses. HAKOM resolves disputes between consumers and postal services providers.

Competence of HAKOM

HAKOM has competence in resolution of disputes between consumers and postal services providers if a complaint refers to:
  • loss of the postal item,
  • damage to the postal item or reduced content of the item,
  • exceeding the time limit for transport or delivery of the postal item, 
  • in the case where the postal services provider has failed to provide the service or has not provided the service in full.
How to complain, who to complain to and when?