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| | |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 |
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| | |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_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=Citizens |
| − | |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 he receives from the RA, he may return by letter by providing additional information for a review of his 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 |
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| | |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. |
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| | |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. |
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| | |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. |
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| | |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=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. |
| | }} | | }} |
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| | |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. |
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| | |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. |
| | }} | | }} |
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| | |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 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. |
| | }} | | }} |
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| | |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=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_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_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. |
| | }} | | }} |
