Post

Role of HAKOM

HAKOM provides information and advice to users, assisting them in understanding the terms and conditions of postal services, with particular emphasis on protection against potential abuses. It also resolves disputes between users and postal service providers.

Jurisdiction of HAKOM

HAKOM is authorised to resolve disputes between users and postal service providers when a complaint concerns:

• the loss of a postal item,
• damage to, or reduction in, the contents of a postal item,
• exceeding the delivery time limit for the transmission and delivery of a postal item,
• cases in which the postal service provider has failed to perform the service or has not performed it in full

After the complaint procedure with the provider has been completed, and on the basis of the proposal of the Consumer Rights Protection Commission, HAKOM issues a decision and ruling. The Consumer Rights Protection Commission is an advisory body operating within HAKOM, whose members include representatives of the Consumers’ Association Federation.

HAKOM’s decision is binding on both the provider and the user, and an administrative dispute may be initiated against the decision.

The limitation period for the disputed claim is suspended for the duration of the dispute resolution procedure before HAKOM.