The quality of postal services in 2011 - UKE

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The quality of postal services in 2011

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The report on the quality of universal postal services with regard to the ratio of timely delivered parcels as well as the number and type of reported complaints and the ways of dealing with them.


The President of UKE, fulfilling the obligation under the provisions of the Postal Law, conducted in 2011 tests on the quality of universal postal services provided by the public operator (Poczta Polska SA) in terms of:

  • timely delivery indicator for unregistered letter items,
  • timely delivery indicator of parcels.
The results indicated that in 2011 only the indicators for timely delivery of priority letters delivered in D+3 time and for economic postal parcels met the required standards. In other cases, i.e. unregistered letter items (other priority and economic letters) and priority postal parcels, none of the standards was met.

The complaints monitoring report states that in 2011, 210 550 complaints about universal postal services were received, while 2 714 complaints were deemed invalid for formal reasons. From all of the complaints considered to be filed, as many as 75.7% of them have been treated by the public operator as unjustified.

In 2011, Poczta Polska S.A. also received 14 059 complaints about the contractual postal services (they concerned: post parcels Plus, pay-on-delivery parcels, parcels under specific conditions, postal telegrams and courier services by Pocztex and EMS, Przesyłka Aglomeracja, E-parcels and non-addressed forms), of which 483 complaints were considered as invalid for formal reasons. As much as 64.3% of complaints identified as valid were rejected.

The percentage of complaints considered by the public operator as unjustified is still very high, although in 2011, compared to the previous year, it was slightly lower. In 2011, the timeliness of mail delivery rates has improved, but in most cases still does not meet the objectives set out in Appendix 2 to the Ordinance of the Minister of Infrastructure of 9 January 2004 on conditions for the exercise of universal postal services (Journal of Laws No. 5, item 34, as amended).

Work on the new Postal Law is ongoing. The new Act adjusts the national legislation to the requirements of Directive 2008/6/EC of 20 February 2008, amending Directive 97/67/EC concerning the full accomplishment of the internal market of postal services in the Community. As part of the abovementioned work, the President of UKE has proposed rules on the pro-consumer issues.

The full report is available in Polish.

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