View source for ΔΔ:Management of rail passengers' complaints

{{process
|process_official_title=Management of rail passenger complaints
|process_alternative_titles=EC Regulation 1371/2007
|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=11977
|process_provision_org_owner_directory=452463
|process_provision_org_group=8210
|process_provision_org=11977
|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_estimated_implementation_duration_max=P2M
|process_type=Outgoing
|process_trigger=Applied for
|process_trigger_type=Application (handwritten), email, Public service / public body document
|process_output_type=Document Production
|process_source=Framers, SDG
|process_provided_to=Travelers
|process_tax_type=Audits,Citizens complaints
|process_life_events=Transport,Complaints
|process_sdg_resource=Other
|process_sdg_resource_other=Application for treatment
|process_sdg_notes=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.
|process_total_duration_steps_min=2764860
|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_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_application_type=Report / Complain
|process_application_submission_type=Presented by the applicant (email), Submitted by the applicant (in person or by post)
|process_application_owner=Persons
|process_application_description=Submission Form
|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_estimated_implementation_duration=5184000
}}
{{process conditions
|process_conditions_num_id=1
|process_conditions_alternative=No
|process_conditions_type=Administrative
|process_conditions_name=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.
|process_conditions_url=https://ras-el.gr/epivates/#nomothesia
}}
{{process evidences
|process_evidence_num_id=1
|process_evidence_type=6440
|process_evidence_is_under_prerequisite=Yes
|process_evidence_prerequisite=Administrative
|process_evidence_alternative=No
|process_evidence_submission_type=Presented by the applicant (email), Submitted by the applicant (in person or by post)
|process_evidence_owner=Persons
|process_evidence_description=Response of the railway company.
|process_evidence_note=If this is not submitted by the application, the RAA shall seek it either from the passenger or from the railway undertaking.
}}
{{process evidences
|process_evidence_num_id=2
|process_evidence_type=4746
|process_evidence_is_under_prerequisite=Yes
|process_evidence_prerequisite=Administrative
|process_evidence_alternative=No
|process_evidence_submission_type=Presented by the applicant (email), Submitted by the applicant (in person or by post)
|process_evidence_owner=Persons
|process_evidence_description=A copy of a ticket.
|process_evidence_note=If there is.
}}
{{process evidences
|process_evidence_num_id=3
|process_evidence_type=8298
|process_evidence_is_under_prerequisite=Yes
|process_evidence_prerequisite=Administrative
|process_evidence_alternative=No
|process_evidence_submission_type=Presented by the applicant (email), Submitted by the applicant (in person or by post)
|process_evidence_owner=Persons
|process_evidence_description=Photographic material related to the alleged infringement.
|process_evidence_note=If there is.
}}
{{process rules
|process_rule_type=European Regulation
|process_rule_decision_number=1371
|process_rule_decision_year=2007
|process_rule_description=REGULATION (EC) No 1371/2007 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 23 October 2007 on rail passengers’ rights and obligations
|process_rule_url=https://eur-lex.europa.eu/legal-content/EL/TXT/?uri=CELEX%3A32007R1371&qid=1619344875550
}}
{{process rules
|process_rule_type=Law
|process_rule_decision_number=3891
|process_rule_decision_year=2010
|process_rule_article=28
|process_rule_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".
|process_rule_gazette_doc_number=188
|process_rule_gazette_doc_issue=Α
|process_rule_url=https://www.et.gr/api/DownloadFeksApi/?fek_pdf=20100100188
}}
{{process rules
|process_rule_type=Formal document
|process_rule_decision_number=F4/OIK. 93662/821
|process_rule_decision_year=2019
|process_rule_description=Document of the Ministry of Infrastructure and Transport granting exemptions from the application of certain articles of the EC 1371/2007.
|process_rule_url=https://ras-el.gr/wp-content/uploads/2020/02/01.12.2019-.pdf
}}
{{process steps
|process_step_num_id=1
|process_step_exit=No
|process_step_child=No
|process_step_title=Receipt of the complaint form and supporting documents by the Regulatory Authority for Railways
|process_step_official=Competent Department
|process_step_implementation=Software action
|process_step_duration_min=PT1M
|process_step_duration_max=PT5M
|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_step_num_id=2
|process_step_exit=No
|process_step_child=No
|process_step_title=Objection management - complaint
|process_step_official=Competent Department
|process_step_implementation=Inspection
|process_step_duration_min=P1D
|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_note=If the complaint is unfounded, the passenger shall be informed and the complaint shall be filed.
}}
{{process steps
|process_step_num_id=3
|process_step_exit=No
|process_step_child=Yes
|process_step_previous_child_selector=2
|process_step_previous_child=2
|process_step_title=Unfounded Complaint - Update Passenger
|process_step_official=Competent Department
|process_step_implementation=Manual Action
|process_step_duration_min=P1D
|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 steps
|process_step_num_id=4
|process_step_exit=No
|process_step_child=Yes
|process_step_previous_child_selector=2
|process_step_previous_child=2
|process_step_title=Search for a complaint from a railway undertaking
|process_step_official=Competent Department
|process_step_implementation=Inspection
|process_step_duration_min=P1D
|process_step_duration_max=P10D
|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_step_num_id=5
|process_step_exit=Yes
|process_step_child=No
|process_step_title=Assessment of a railway undertaking’s response
|process_step_official=Competent Director
|process_step_implementation=Inspection
|process_step_duration_min=P1M
|process_step_duration_max=P2M
|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 steps
|process_step_num_id=6
|process_step_exit=Yes
|process_step_child=No
|process_step_title=Completion of the procedure
|process_step_official=Competent Directorate
|process_step_implementation=Manual Action
|process_step_duration_min=0
|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 useful links
|process_useful_link_title=Complaint Submission Form
|process_useful_link_url=https://ras-el.gr/epivates/#parapona
}}
{{process useful links
|process_useful_link_title=Legislation
|process_useful_link_url=https://ras-el.gr/epivates/#nomothesia
}}