Complaints, compensation

Despite our best efforts, you, as our customer, may be dissatisfied with our services for some reason. How can you make a complaint? What are the rules of compensation? Read our page to find answers to your questions.

HOW WE REACT TO YOUR COMMENTS OR COMPENSATE YOUR LOSSES

Despite our best efforts, you, as our customer, may be dissatisfied with our services for some reason or may find that they do not comply with the legal regulations or the provisions of the General Terms and Conditions. In this event, you may make a complaint, which we will deal with free of charge in a simple, transparent and non-discriminatory way.

HOW CAN YOU MAKE A COMPLAINT?

As our customer, you may make a complaint in person at any fixed postal service outlet or customer service point, or through our central customer service by phone, post or other means (for example, online by visiting www.posta.hu).

WHAT ARE THE DEADLINES FOR MAKING A COMPLAINT?

Complaints concerning mail items may be made within a six-month period of limitation of the date of posting, and grievances concerning activity and conduct within thirty days of learning of it but within six months of the activity or conduct taking place at the latest.

WHAT DO WE DO WHEN WE RECEIVE A COMPLAINT?

If the complaint is made verbally, we do our utmost to resolve the problem immediately on the spot and provide the necessary information.

WHICH IS THE ACTING BODY AND HOW DOES IT ACT?

The postal counter where customer service is available will provide information on the name of the postal body or organisational unit responsible for dealing with the complaint. The acting organisational unit will investigate the complaint. Complaints related to domestic services and services to the member states of the European Union will be investigated within 30 days from the date of the receipt of the complaint. The period for the investigation procedure for domestic services and for services to European Union member states may be extended by thirty days on one occasion advising the complainant at the same time.

WHAT ARE THE DEADLINES FOR INVESTIGATING A COMPLAINT?

We will advise you in writing of the result of the investigation of your complaint immediately in the case of domestic service and for international service within fifteen days of the date of receipt of information from the foreign postal operator concerned. We are not liable if the foreign postal operator is late providing information. The date of registering a complaint is the date the complaint is uttered in the case of verbal complaints and the date of receipt by the first postal body for written complaints.

WHAT FURTHER OPTIONS DO YOU HAVE?

If you receive no answer to your complaint within the given deadline or you do not accept our response, you may ask the competent body to review your complaint or the complaint procedure within 30 days of the expiry of the deadline specified for giving an answer or within 30 days of receiving the answer, which dependent on the subject of the complaint is:

• for complaints related to postal services the National Media and Infocommunications Authority,
• for complaints concerning the distribution of commercial goods, the sale of postal articles of value as well as newspaper subscriptions and sales of newspapers the metropolitan and county government offices acting in first instance in consumer protection issues, and for foodstuff products the National Food Chain Safety Office or the regional offices of these bodies.
  

Contact details of the consumer protection units of the Regional Government Offices: http://www.nfh.hu/teruleti
Contact details of the Hungarian Authority for Consumer Protection: http://www.nfh.hu/
Contact details of the regional directorates of the National Food Chain Safety Office: https://www.nebih.gov.hu/elerhetosegek
If a legal dispute arises over consumer issues, you may also turn to the competent conciliation bodies for your permanent address or usual place of residence (registered office).
For contact details visit: http://www.bekeltetes.hu/index.php?id=testuletek

WHAT IS MAGYAR POSTA’S PROCEDURE IN RELATION TO FINANCIAL SERVICES?

The detailed rules of dealing with complaints related to financial services are contained in the Financial Complaints Management Regulations.

WHAT ARE THE RULES FOR COMPENSATION?

Details of the rules for compensation and liability for both domestic and international services are given in our General Terms and Conditions.

WHERE CAN YOU GET MORE INFORMATION?

For more information, contact our Customer Service by calling +36-1-767-8282 or sending an e-mail.