|
|
| (10 intermediate revisions by 3 users not shown) |
| Line 2: |
Line 2: |
| | |process_official_title=Management of rail passenger complaints | | |process_official_title=Management of rail passenger complaints |
| | |process_alternative_titles=EC Regulation 1371/2007 | | |process_alternative_titles=EC Regulation 1371/2007 |
| − | |process_description=The procedure concerns the investigation of complaints of rail passengers, which have not been adequately resolved or resolved by the railway undertaking concerned, with a view to their efficient management, the safeguarding of passenger rights and, where appropriate, the satisfaction of its requests. | + | |process_description=The procedure concerns the investigation of rail passengers complaints that have not been resolved or have not been satisfactorily resolved by the railway undertaking concerned, with a view to their effective management, the safeguarding of the passengers rights and the satisfaction, where appropriate, of his or her requests. |
| | |process_org_owner_is_private=No | | |process_org_owner_is_private=No |
| | |process_org_owner=11977 | | |process_org_owner=11977 |
| Line 9: |
Line 9: |
| | |process_provision_org=11977 | | |process_provision_org=11977 |
| | |process_provision_org_directory=Rail Market Regulatory and Control Unit - Department of Authorisation and Supervision of Railway Enterprises | | |process_provision_org_directory=Rail Market Regulatory and Control Unit - Department of Authorisation and Supervision of Railway Enterprises |
| − | |process_remarks=The complaint from the passenger on the passenger lines is primarily called upon to be posted/response within one month, which may be extended up to three months; a complaint to be submitted to the Regulatory Authority of the Railways will be forwarded to the undertaking involved for its reply and the Regulatory Authority will then be placed as a secondary body, if the passenger is returned because it has not been covered by the railway undertaking's reply; the Regulatory Authority is required to reply if the passenger is returned because it has not been covered by the railway undertaking's reply within 2 months of receipt of all the information. | + | |process_remarks=The rail passengers complaint is first of all to be answered by the railway undertaking within one month, which can be extended up to three months. A complaint submitted to the Railway Regulatory Authority will be forwarded to the company concerned for its response and then the Railway Regulatory Authority will be placed as an appellate body if the passenger comes back because he/she was not covered by the response of the railway undertaking. The Railway Regulatory Authority has an obligation to respond if the passenger returns because he was not covered by the railway undertakings reply within 2 months of receiving all the information. |
| − | |process_estimated_implementation_duration=5184000 | + | |process_estimated_implementation_duration_max=P2M |
| | |process_type=Outgoing | | |process_type=Outgoing |
| | |process_trigger=Applied for | | |process_trigger=Applied for |
| − | |process_trigger_type=Application (handwritten), Public service / public body document, email | + | |process_trigger_type=Application (handwritten), email, Public service / public body document |
| | |process_output_type=Document Production | | |process_output_type=Document Production |
| | |process_source=Framers, SDG | | |process_source=Framers, SDG |
| − | |process_provided_to=Citizens | + | |process_provided_to=Travelers |
| − | |process_tax_type=Audits, Citizens complaints | + | |process_tax_type=Audits,Citizens complaints |
| − | |process_life_events=Transport, Complaints | + | |process_life_events=Transport,Complaints |
| | |process_sdg_resource=Other | | |process_sdg_resource=Other |
| | |process_sdg_resource_other=Application for treatment | | |process_sdg_resource_other=Application for treatment |
| − | |process_sdg_notes=If the passenger is not satisfied with the final answer he receives from the RA, he may return by letter by providing additional information for a review of his case. | + | |process_sdg_notes=If the passenger is not satisfied with the final answer received from the RAC, he/she may come back with a new letter providing additional information to review his/her case. |
| | |process_total_duration_steps_min=2764860 | | |process_total_duration_steps_min=2764860 |
| − | |process_total_duration_steps_max=12096300 | + | |process_total_duration_steps_max=6912300 |
| | + | |process_cost_min=0.00 |
| | + | |process_cost_max=0.00 |
| | + | |process_evidence_cost_guarantee=0 |
| | + | |process_evidence_cost_total_number=0 |
| | + | |process_evidence_ex_officio_total_number=0 |
| | |process_evidence_alternative_total_number=0 | | |process_evidence_alternative_total_number=0 |
| | |process_evidence_prerequisite_total_number=3 | | |process_evidence_prerequisite_total_number=3 |
| | + | |process_evidence_total_number=0 |
| | + | |process_evidence_step_total_number=0 |
| | + | |process_evidence_step_digital_total_number=0 |
| | |process_sdg_codes=A2 | | |process_sdg_codes=A2 |
| | |process_application_type=Report / Complain | | |process_application_type=Report / Complain |
| − | |process_application_submission_type=Submitted by the applicant (in person or by post), Presented by the applicant (email) | + | |process_application_submission_type=Presented by the applicant (email), Submitted by the applicant (in person or by post) |
| | |process_application_owner=Persons | | |process_application_owner=Persons |
| | |process_application_description=Submission Form | | |process_application_description=Submission Form |
| | |process_application_related_url=https://www.gov.gr/ipiresies/polites-kai-kathemerinoteta/kataggelies | | |process_application_related_url=https://www.gov.gr/ipiresies/polites-kai-kathemerinoteta/kataggelies |
| | |process_application_note=The application shall be accompanied by any supporting documents, e.g. reply of the railway company, ticket copy, photo. | | |process_application_note=The application shall be accompanied by any supporting documents, e.g. reply of the railway company, ticket copy, photo. |
| | + | |process_estimated_implementation_duration=5184000 |
| | }} | | }} |
| | {{process conditions | | {{process conditions |
| Line 47: |
Line 56: |
| | |process_evidence_prerequisite=Administrative | | |process_evidence_prerequisite=Administrative |
| | |process_evidence_alternative=No | | |process_evidence_alternative=No |
| − | |process_evidence_submission_type=Submitted by the applicant (in person or by post), Presented by the applicant (email) | + | |process_evidence_submission_type=Presented by the applicant (email), Submitted by the applicant (in person or by post) |
| | |process_evidence_owner=Persons | | |process_evidence_owner=Persons |
| | |process_evidence_description=Response of the railway company. | | |process_evidence_description=Response of the railway company. |
| Line 58: |
Line 67: |
| | |process_evidence_prerequisite=Administrative | | |process_evidence_prerequisite=Administrative |
| | |process_evidence_alternative=No | | |process_evidence_alternative=No |
| − | |process_evidence_submission_type=Submitted by the applicant (in person or by post), Presented by the applicant (email) | + | |process_evidence_submission_type=Presented by the applicant (email), Submitted by the applicant (in person or by post) |
| | |process_evidence_owner=Persons | | |process_evidence_owner=Persons |
| | |process_evidence_description=A copy of a ticket. | | |process_evidence_description=A copy of a ticket. |
| Line 69: |
Line 78: |
| | |process_evidence_prerequisite=Administrative | | |process_evidence_prerequisite=Administrative |
| | |process_evidence_alternative=No | | |process_evidence_alternative=No |
| − | |process_evidence_submission_type=Submitted by the applicant (in person or by post), Presented by the applicant (email) | + | |process_evidence_submission_type=Presented by the applicant (email), Submitted by the applicant (in person or by post) |
| | |process_evidence_owner=Persons | | |process_evidence_owner=Persons |
| | |process_evidence_description=Photographic material related to the alleged infringement. | | |process_evidence_description=Photographic material related to the alleged infringement. |
| Line 78: |
Line 87: |
| | |process_rule_decision_number=1371 | | |process_rule_decision_number=1371 |
| | |process_rule_decision_year=2007 | | |process_rule_decision_year=2007 |
| − | |process_rule_description=With regard to the rights and obligations of passengers on rail lines. | + | |process_rule_description=REGULATION (EC) No 1371/2007 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 23 October 2007 on rail passengers’ rights and obligations |
| | |process_rule_url=https://eur-lex.europa.eu/legal-content/EL/TXT/?uri=CELEX%3A32007R1371&qid=1619344875550 | | |process_rule_url=https://eur-lex.europa.eu/legal-content/EL/TXT/?uri=CELEX%3A32007R1371&qid=1619344875550 |
| | }} | | }} |
| Line 86: |
Line 95: |
| | |process_rule_decision_year=2010 | | |process_rule_decision_year=2010 |
| | |process_rule_article=28 | | |process_rule_article=28 |
| − | |process_rule_description=The Railway Regulatory Authority is defined as the National Enforcement Body of the EC 1371/2007 "for the rights and obligations of rail passengers". | + | |process_rule_description=Restructuring, consolidation and development of the OSE Group and TRAINOSE and other provisions for the railway sector. |
| | + | The Railway Regulatory Authority is defined as the National Enforcement Body of the EC 1371/2007 "for the rights and obligations of rail passengers". |
| | |process_rule_gazette_doc_number=188 | | |process_rule_gazette_doc_number=188 |
| | |process_rule_gazette_doc_issue=Α | | |process_rule_gazette_doc_issue=Α |
| Line 93: |
Line 103: |
| | {{process rules | | {{process rules |
| | |process_rule_type=Formal document | | |process_rule_type=Formal document |
| − | |process_rule_decision_number=Φ4/οικ. 93662/821 | + | |process_rule_decision_number=F4/OIK. 93662/821 |
| | |process_rule_decision_year=2019 | | |process_rule_decision_year=2019 |
| | |process_rule_description=Document of the Ministry of Infrastructure and Transport granting exemptions from the application of certain articles of the EC 1371/2007. | | |process_rule_description=Document of the Ministry of Infrastructure and Transport granting exemptions from the application of certain articles of the EC 1371/2007. |
| Line 105: |
Line 115: |
| | |process_step_official=Competent Department | | |process_step_official=Competent Department |
| | |process_step_implementation=Software action | | |process_step_implementation=Software action |
| − | |process_step_duration_min=60 | + | |process_step_duration_min=PT1M |
| − | |process_step_duration_max=300 | + | |process_step_duration_max=PT5M |
| − | |process_step_description=The submission shall be made electronically, supplementing the complaint form, posted on the website of the Regulatory Authority for Railways. The passenger may also send the form to the Regulatory Authority by e-mail or submit it in person. The complaint form shall take a protocol number and be charged to the relevant Unit / Division of the Directorate-General responsible. The complaint is recommended to attach the answer of the railway undertaking and any other supporting documents, e.g. a copy of a ticket, photo. | + | |process_step_description=TThe submission is made electronically, by filling in the complaint form posted on the website of the Railway Regulatory Authority. The passenger may also send the form to the Railway Regulatory Authority by e-mail or submit it in person. The complaint form is given a protocol number and charged to the relevant Unit/Department of the Directorate General. It is recommended to attach the railway undertakings reply and any other supporting documents e.g. copy of ticket, photograph to the complaint. |
| | }} | | }} |
| | {{process steps | | {{process steps |
| Line 116: |
Line 126: |
| | |process_step_official=Competent Department | | |process_step_official=Competent Department |
| | |process_step_implementation=Inspection | | |process_step_implementation=Inspection |
| − | |process_step_duration_min=86400 | + | |process_step_duration_min=P1D |
| − | |process_step_duration_max=864000 | + | |process_step_duration_max=P10D |
| | |process_step_description=It shall be examined whether the conditions for replying from the Regulatory Authority for Railways and the completeness of the submissions are met. | | |process_step_description=It shall be examined whether the conditions for replying from the Regulatory Authority for Railways and the completeness of the submissions are met. |
| | |process_step_note=If the complaint is unfounded, the passenger shall be informed and the complaint shall be filed. | | |process_step_note=If the complaint is unfounded, the passenger shall be informed and the complaint shall be filed. |
| Line 130: |
Line 140: |
| | |process_step_official=Competent Department | | |process_step_official=Competent Department |
| | |process_step_implementation=Manual Action | | |process_step_implementation=Manual Action |
| − | |process_step_duration_min=86400 | + | |process_step_duration_min=P1D |
| − | |process_step_duration_max=864000 | + | |process_step_duration_max=P10D |
| | |process_step_description=If the complaint is unfounded, the passenger shall be informed and the complaint shall be filed. | | |process_step_description=If the complaint is unfounded, the passenger shall be informed and the complaint shall be filed. |
| | }} | | }} |
| Line 143: |
Line 153: |
| | |process_step_official=Competent Department | | |process_step_official=Competent Department |
| | |process_step_implementation=Inspection | | |process_step_implementation=Inspection |
| − | |process_step_duration_min=86400 | + | |process_step_duration_min=P1D |
| − | |process_step_duration_max=864000 | + | |process_step_duration_max=P10D |
| − | |process_step_description=If the answer of the Railway Undertaking (TB) is not attached, the complaint shall be transmitted within 10 days to the Railway Undertaking. The Railway Undertaking should reply to the passenger within one (1) month, which may be extended only for up to three (3) months. | + | |process_step_description=If the reply of the Railway Undertaking (RU) is not attached, the complaint shall be forwarded to the RU within 10 days. The Railway Undertaking shall reply to the passenger within one (1) month, which may be extended up to three (3) months for justified reasons. The reply shall be communicated to the Railway Regulatory Authority. |
| | }} | | }} |
| | {{process steps | | {{process steps |
| Line 154: |
Line 164: |
| | |process_step_official=Competent Director | | |process_step_official=Competent Director |
| | |process_step_implementation=Inspection | | |process_step_implementation=Inspection |
| − | |process_step_duration_min=2592000 | + | |process_step_duration_min=P1M |
| − | |process_step_duration_max=5184000 | + | |process_step_duration_max=P2M |
| − | |process_step_description=Adequateness of the railway undertaking’s reply to the passenger shall be assessed and any breach of the articles of the EC 1371/2007, according to the submissions. | + | |process_step_description=The adequacy of the Railway Undertakings response to the passenger and the possible violation of articles of EC 1371/2007 shall be assessed according to the information submitted. |
| | |process_step_note=If not considered sufficient, additional information & clarifications are sought by the Regulatory Authority, which are evaluated. | | |process_step_note=If not considered sufficient, additional information & clarifications are sought by the Regulatory Authority, which are evaluated. |
| | }} | | }} |
| Line 167: |
Line 177: |
| | |process_step_implementation=Manual Action | | |process_step_implementation=Manual Action |
| | |process_step_duration_min=0 | | |process_step_duration_min=0 |
| − | |process_step_duration_max=5184000 | + | |process_step_duration_max=P2M |
| | |process_step_description=The final answer should be given within two (2) months of the submission of all requested data. | | |process_step_description=The final answer should be given within two (2) months of the submission of all requested data. |
| | }} | | }} |
| | {{process useful links | | {{process useful links |
| − | |process_useful_link_title=Submission Form | + | |process_useful_link_title=Complaint Submission Form |
| | |process_useful_link_url=https://ras-el.gr/epivates/#parapona | | |process_useful_link_url=https://ras-el.gr/epivates/#parapona |
| | }} | | }} |
