Difference between revisions of "ΔΔ:Management of rail passengers' complaints"

From National Registry of Administrative Public Services
 
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|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 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_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_max=P2M
 
|process_type=Outgoing
 
|process_type=Outgoing
 
|process_trigger=Applied for
 
|process_trigger=Applied for
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|process_output_type=Document Production
 
|process_output_type=Document Production
 
|process_source=Framers, SDG
 
|process_source=Framers, SDG
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|process_provided_to=Citizens,Travelers
+
|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
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|process_step_duration_min=PT1M
 
|process_step_duration_min=PT1M
 
|process_step_duration_max=PT5M
 
|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
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|process_step_duration_min=P1D
 
|process_step_duration_min=P1D
 
|process_step_duration_max=P10D
 
|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
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|process_step_duration_min=P1M
 
|process_step_duration_min=P1M
 
|process_step_duration_max=P2M
 
|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.
 
}}
 
}}
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}}
 
}}
 
{{process useful links
 
{{process useful links
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|process_useful_link_title=Submission Form
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|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
 
}}
 
}}

Latest revision as of 15:02, 24 May 2024



defc36ae-9565-41d4-9166-51b68953d27a 883825 Διαχείριση παραπόνων επιβατών σιδηροδρομικών γραμμών

At a glance

Points of service

Rail Market Regulatory and Control Unit - Department of Authorisation and Supervision of Railway Enterprises, REGULATORY AUTHORITY FOR RAILWAYS (R.A.S.)

Digital provision points

  • The service is not provided digitally

Number of required documents

0 to 3

Fees

Provided without cost

Estimated Time

2 months

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.

Basic information

Competent body

REGULATORY AUTHORITY FOR RAILWAYS (R.A.S.)

Authority/Public body’s Unit responsible for the institutional framework of the procedure

Authority responsible for the provision of the procedure

REGULATORY AUTHORITY FOR RAILWAYS (R.A.S.)

Service / organizational unit of a authority entity

Rail Market Regulatory and Control Unit - Department of Authorisation and Supervision of Railway Enterprises

Provided to

Travelers

Related links

Notes

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.

Last update

24/05/2024

Application

Application Type

Report / Complain

Submission by:

Presented by the applicant (email), Submitted by the applicant (in person or by post)

Submitted by:

Persons

Title

Submission Form

Relevant link

https://www.gov.gr/ipiresies/polites-kai-kathemerinoteta/kataggelies

Notes:

The application shall be accompanied by any supporting documents, e.g. reply of the railway company, ticket copy, photo.

What you will need

    Print

    Requirements

      Fees

        Related


        Means of redress or appeal:

        Other Application for treatment

        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.

        Output & Results

        Output

        Document Production

        Steps

          Digital steps

            Other information

            Alternative titles

            EC Regulation 1371/2007

            Official title

            Management of rail passenger complaints


            Legislation

              Categories

              Τype of procedure

              Audits, Citizens complaints

              Trigger

              Applied for

              Trigger (submission method)

              Application (handwritten), email, Public service / public body document

              Life events

              Transport, Complaints

              Type

              Outgoing
              A2

              ,,


            • 1 Administrative The complaint shall be investigated by the Regulatory Authority for Railways after it has been initially answered by the competent railway undertaking; it shall also, where it is not unfounded or is not subject to the exceptions from the application of Articles 1371/2007.

              Link https://ras-el.gr/epivates/#nomothesia

              No No

            • 1 Response of the railway company. Official document

              Response of the railway company.

              Submission by: Presented by the applicant (email), Submitted by the applicant (in person or by post)

              Submitted by: Persons

              Notes: If this is not submitted by the application, the RAA shall seek it either from the passenger or from the railway undertaking.

              Document submitted under requirements: Yes

              Document’s requirement: Administrative

              No 6440

            • 2 A copy of a ticket. Travel Document

              A copy of a ticket.

              Submission by: Presented by the applicant (email), Submitted by the applicant (in person or by post)

              Submitted by: Persons

              Notes: If there is.

              Document submitted under requirements: Yes

              Document’s requirement: Administrative

              No 4746

            • 3 Photographic material related to the alleged infringement. Photograph

              Photographic material related to the alleged infringement.

              Submission by: Presented by the applicant (email), Submitted by the applicant (in person or by post)

              Submitted by: Persons

              Notes: If there is.

              Document submitted under requirements: Yes

              Document’s requirement: Administrative

              No 8298

            • European Regulation 1371 2007

              Description REGULATION (EC) No 1371/2007 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 23 October 2007 on rail passengers’ rights and obligations

              Legal references https://eur-lex.europa.eu/legal-content/EL/TXT/?uri=CELEX%3A32007R1371&qid=1619344875550

            • Law 28 3891 2010 188 Α

              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".

              Legal references https://www.et.gr/api/DownloadFeksApi/?fek pdf=20100100188

            • Formal document F4/OIK. 93662/821 2019

              Description Document of the Ministry of Infrastructure and Transport granting exemptions from the application of certain articles of the EC 1371/2007.

              Legal references https://ras-el.gr/wp-content/uploads/2020/02/01.12.2019-.pdf

            • 1 Receipt of the complaint form and supporting documents by the Regulatory Authority for Railways

              Responsible for Implementation Competent Department

              Μethod of Implementation Software action

              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.

              No No


            • 2 Objection management - complaint

              Responsible for Implementation Competent Department

              Μethod of Implementation Inspection

              Description It shall be examined whether the conditions for replying from the Regulatory Authority for Railways and the completeness of the submissions are met.

              Notes If the complaint is unfounded, the passenger shall be informed and the complaint shall be filed.

              No No


            • 3 Unfounded Complaint - Update Passenger

              Responsible for Implementation Competent Department

              Μethod of Implementation Manual Action

              Description If the complaint is unfounded, the passenger shall be informed and the complaint shall be filed.

              Yes No


            • 4 Search for a complaint from a railway undertaking

              Responsible for Implementation Competent Department

              Μethod of Implementation Inspection

              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.

              Yes No


            • 5 Assessment of a railway undertaking’s response

              Responsible for Implementation Competent Director

              Μethod of Implementation Inspection

              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.

              Notes If not considered sufficient, additional information & clarifications are sought by the Regulatory Authority, which are evaluated.

              No Yes


            • 6 Completion of the procedure

              Responsible for Implementation Competent Directorate

              Μethod of Implementation Manual Action

              Description The final answer should be given within two (2) months of the submission of all requested data.

              No Yes


            • Complaint Submission Form


            • Legislation
              • Retrieved from "https://en.mitos.digigov.grnet.gr/index.php?title=ΔΔ:Management_of_rail_passengers%27_complaints&oldid=69139"
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