Pursuant to Art.13 of Law No.36/2016, the postal service providers are required to develop a transparent, simple and inexpensive complaint-solving procedure, especially for complaints on loss, theft, damage, partial or full, of postal items, as well as for non-compliance with service quality standards. That procedure is to be delivered to ANRCETI for approval.
The liability of postal service providers, including the universal postal service provider for loss, theft, damage, partial or full, the postal items is set forth in Art.14 of Law No.36/2016.
For postal services open to competition, the deadline for submitting complaints is determined by the contract between the postal service provider and the user, however, it can not be shorter than 30 days, and it is calculated from the date of the postal item was submitted.
For services within the scope of universal postal service, the user can send the universal postal service provider SE „Posta Moldovei” complaints for domestic postal items within 6 months, while for international postal items – within timeframes set by international treaties to which Moldova is a party. The term is calculated from the date the postal item was submitted.
The universal postal service provider will review and respond to user complaints in the shortest possible time, not exceeding 30 days from the date the complaint for domestic postal item was filed, while for international postal items – within timeframes set by international treaties to which Moldova is a party.
If the complaint addressed to the universal postal service provider has not been satisfactorily resolved, the user may submit a complaint to ANRCETI to intervene in solving the complaint. ANRCETI decision on the complaint can be challenged in court.
More information about the complaint-solving procedure by ANRCETI: +373 22 251 321 (User Protection Service) or e-mail: firstname.lastname@example.org.