883825Management of rail passengers' complaints

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

• At a Glance
• Basic information
• Application
• What you will need
• Requirements
• Related
• Output
• Steps
• Other information
• Legislation
• Categories
• Show Procedure
  • Steps

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 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

• Complaint Submission Form
• Legislation

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

14/04/2025

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

Link

Notes:

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

What you will need

• 1 1 Response of the railway company. ... Official document (conditional)

  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

• 2 2 A copy of a ticket. ... Travel Document (conditional)

  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

• 3 3 Photographic material related to the alleged infringement. ... Photograph (conditional)

  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

Print

Requirements

• 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 Link

  No No

Related

Means of redress or appeal:

OtherApplication 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

• 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

• 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

• 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

• 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

• 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

• 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

Other information

Alternative titles

EC Regulation 1371/2007

Official title

Management of rail passenger complaints

Languages supported

Greek, English

Legislation

• Law 3891/2010 (Government Gazette 188/Α) Articles 28

  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 Link

• 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 Link

• 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 Link

Categories

Τype of procedure

Audits, Citizen complaints

Trigger

Applied for

Trigger (submission method)

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

Life events

Licences and compliance, Complaints

Type

Outgoing

End of Process

Ιndefinite

A2