Guide for users of postal services - UKE

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Guide for users of postal services

The President of UKE reminds about the most vital regulations regarding the responsibility of the providers of postal services and complaint procedures and alternative claims settlement mechanisms in the event of non-performance or improper performance of postal service.


The providers of postal services, who have concluded any contract for the provision of services with a sender, shoulder the responsibility of the proper performance thereof. The scope of their responsibility is precisely specified by the relevant legal acts, governing the service provision terms and conditions, in which a user of postal services is entitled to, e.g. lodge a complaint or seek compensation. Further to the above it has to be emphasised that the provisions also govern the obligations of any user of postal services, which influence the scope of responsibility of a postal service provider.   

The President of the Office of Electronic Communication is entitled to take action supporting the sender or the recipient to claim compensations, in case of non-performance or improper performance of the postal service. These are, inter alia, mediation and proceedings before the Permanent Consumer Arbitration Court.

In the period of the pre-Christmas increase in the number of postal deliveries, we would like to remind consumers about the most important regulations:

•    Responsibility of postal service providers
•    Postal complaint
•    Alternative claim settlement mechanisms

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    The President of the Office of Electronic Communications (President of UKE) is the national regulatory authority for the market of telecommunications and postal services. The President of UKE is also the specialised authority in the area of equipment conformity assessment, including telecommunications terminal equipment and radio equipment.

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    Here you can find information about the most import ant international events, significant for the development of telecommunications and postal markets In Poland and for the statutory activity of the Office of Electronic Communications.
    International activity of the President of UKE consists of, inter alia, cooperation with the European Commission, other EU institutions and Regulatory Authorities of EU Member State. It includes also the cooperation within organizations of which UKE is a member, i.e. the International Telecommunications Union (ITU), the Body for European Regulators of Electronic Communications (BEREC) and the European Committee for Postal Regulation (CERP).

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