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:
Submitted by the applicant (in person or by post), Presented by the applicant (email)
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 he receives from the RA, he may return by letter by providing additional information for a review of his 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), Public service / public body document, email
A2
ΔΔ
4
0
11977
No
12096300
2764860
452463
11977
8210
Framers, SDG
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.
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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:
Submitted by the applicant (in person or by post), Presented by the applicant (email)
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:
Submitted by the applicant (in person or by post), Presented by the applicant (email)
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:
Submitted by the applicant (in person or by post), Presented by the applicant (email)
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
Formal document
Φ4/οικ. 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
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.
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 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.
Yes
No
5
Assessment of a railway undertaking’s response
Responsible for Implementation
Competent Director
Μethod of Implementation
Inspection
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.
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
Submission Form
Legislation
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