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| Line 10: |
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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 |
| − | |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_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_estimated_implementation_duration=5184000 |
| − | |process_estimated_implementation_duration_max=P2M
| |
| | }} | | }} |
| | {{process conditions | | {{process conditions |
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
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
Application
Application Type
Report / Complain
Submission by:
Presented by the applicant (email), Submitted by the applicant (in person or by post)
Notes:
The application shall be accompanied by any supporting documents, e.g. reply of the railway company, ticket copy, photo.
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
Other information
Alternative titles
EC Regulation 1371/2007
Official title
Management of rail passenger complaints
Categories
Trigger (submission method)
Application (handwritten), email, Public service / public body document
A2
ΔΔ
4
0
0
11977
No
6912300
2764860
452463
11977
8210
Framers, SDG
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.
0.00
0.00
0
3
0
}}
}}
2 months}}
,,
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.
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
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
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
