A customer may submit a complaint to the BH Pošta regarding the transportation deadlines, delivery method, damage of postal items and other sorts of complaints.
Complaints Against Postal Services
Complaints may be submitted only against postal items with receipt.
Complaints are to be submitted by either:
a) Sender or his authorized person, in cases when postal item was not delivered, or transportation deadline was exceeded or the service was partly performed;
or
b) Addressee or his authorized person, in case of damaged postal item or its content reduced.
If the customer believes that the postal item was not delivered to the addressee or it was delivered with delay, i.e. the contracted service was not performed in full or at all, he may submit a complaint to the authorized postal operator within 6 (six) months from the date of posting of the postal item.
The Complaint should be made through the „Claim form“ paper (CN08 or P-115) and postage payment for postal items of domestic operations defined by the service price list except for postal items with receipt. During the complaint, the customer of the services is obliged to give the employee of the post office the receipt paper, for insight, holding number and date of the claim preparation verified by stamp, on its back page.
Generally, the sender should submit the complaint to the postal operator’s office where the postal item was posted. The sender can exceptionally submit the complaint to any other office of the postal operator who forwards the complaint to the posting office of the questioned postal item.
The postal operator is obliged to submit a written reply on the grounds of the complaint within:
– 30 (thirty) days from the date of submission of the complaint for postal items in domestic postal operations;
– 60 (sixty) days from the date of submission of the complaint for postal items in international postal operations
The addressee should submit the complaint to the office of the delivering postal operator.
The complaint for damage or reduced content of postal item must be submitted by the addressee or his authorized person right upon delivery of the postal item, before the post office makes the Verification note on the postal item.
The complaint submitted after delivery of postal item shall not be accepted except in case when the addressee, not later than next working day, encloses the evidence proving that the damage or the content reduction of the postal item occurred after the delivery.
Beside reclamations regarding transportation deadlines, methods of delivery and damage of postal items, the customer may submit the „JP BH POŠTA“ d.o.o. Sarajevo company other complaints, too, or may require additional information in one of the following ways:
In writing to the following address:
„JP BH POŠTA“ d.o.o. SARAJEVO
Sektor za poštanski promet,
Obala kulina bana 8
71000 SARAJEVO
Via e-mail:
kontaktcentar@.posta.ba
By dialing 1312
Liability and Compensation
Postal operator is obliged to indemnify the customer of postal services, in case of loss, damage, content reduction or excess of deadlines of transportation of postal items occurred due to the fault made deliberately or by negligence by the postal operator.
On the basis of the written reply, the customer may submit the postal operator a request for indemnification (P-112) within 30 (thirty) days upon receipt of the reply. The request for indemnification must be enclosed by the rejected claim form (CN08 or P-105) i.e. Damage Report of the postal item.
If the lost postal item or its part is found upon indemnification, the postal operator is obliged to inform the customer on its finding.
If the customer requires delivery of subsequently found postal item, he is obliged to return the amount of received indemnification. Otherwise, the postal operator is entitled to destroy the postal item or to sell its content.
The sender is liable to the postal operator for the damage his postal item caused to other postal items, objects, equipment, staff of the postal operator and other persons, provided that it was proved that the damage was caused by guilt, intention or negligence of the sender.
Depending on defined irregularities, the postal operator is obliged to pay the customer a certain amount of indemnification.
| TYPE OF ITEM |
FOR LOSS AND TOTAL DAMAGE OR CONTENT REDUCTION OF POSTAL ITEM |
FOR PARTIAL DAMAGE OR CONTENT REDUCTION OF POSTAL ITEM |
FOR EXCESS OF DEADLINE OF TRANSPORTA-TION OF POSTAL ITEM |
| DOMESTIC POSTAL OPERATIONS | |||
| Registered postal item | Tenfold amount of the charged postage | Fivefold amount of the charged postage | Amount of the charged postage |
| Insured letter | Amount of insured value | To the amount corresponding the real value of damaged or reduced content of postal item, max. up to the amount of insured value | Amount of the charged postage |
| Parcel | Amount of insured value | To the amount corresponding the real value of damaged or reduced content, max. up to the amount of insured value | Amount of the charged postage |
| Money order | Disbursement of the order amount per „a duplicate“ of money order | Amount of the charged postage | |
| Insured EMS item | Amount of insured value | Amount of insured value | Amount of the charged postage |
| Other than insured EMS item | Tenfold amount of postage | Fivefold amount of the charged postage | |
| INTERNATIONAL POSTAL OPERATIONS | |||
| Registered postal item |
30 DTS + amount of the charged postage (without postage for handling of registered item) |
to the amount corresponding the real value of damaged or reduced content of postal item, max. up to 30 DTS | – |
| Registered M bag |
150 DTS + amount of the charged postage (without postage for handling of registered item) |
to the amount corresponding the real value of damaged or reduced content of postal item, max. up to 150 DTS | – |
| Insured letter |
Amount of insured value + amount of the charged postage (without postage for handling of insured item and insurance) |
to the amount corresponding the real value of damaged or reduced content of postal item, max. up to the insured value | – |
|
Ordinary parcel
|
40 DTS + 4,5 DTS per kg + amount of the charged postage |
to the amount corresponding the real value of damaged or reduced content of postal item, max. up to 40 DTS + 4,5 DTS/kg |
– |
| Insured parcel | Amount of insured value + amount of the charged postage (without postage for handling of insured item and insurance) | to the amount corresponding the real value of damaged or reduced content of postal item, max. up to the insured value | – |
| EMS postal item |
30 DTS for documents 130 DTS for goods |
to the amount corresponding the real value of damaged or reduced content of postal item, max. up to 30 DTS for documents and 130 DTS for goods | Amount of the charged postage |
In addition to the indemnification, the customer has the right to reimbursement of the postage charged for certain service. In case of excess of deadline of transportation of the postal item, the amount of the charged postage shall be reimbursed to the customer.
Postal operator is not liable in the following cases:
- when he proves that the cases (loss or damage of postal item or reduction of its content, excess of transportation and delivery deadlines, non-provision of service or partial provision of service) could not be predicted, avoided or removed (Force of Majeure);
- when the customer fails to submit the complaint in defined term or fails to submit a request for indemnification within the defined term;
- in case of postal items containing the prohibited articles;
- in case of the damage made due to the customer who did not pack the postal item in the proper way securing its content or he did not use relevant service offered by the postal operator.
Postal operator is not liable for the lost profit, for real damage that may occur due to the loss, damage or content reduction of postal item as well as for excess of deadline for transportation and delivery of postal item.