View source for ΔΔ:Passenger complaints procedure for maritime transport

{{process
|process_official_title=Procedure for the submission of complaints by passengers to maritime cabotage and Adriatic lines
|process_alternative_titles=Submission of complaints to maritime passenger transport
|process_description=The procedure concerns the written submission of passengers΄ complaints in case they have claims arising from maritime cabotage rights.
|process_org_owner_is_private=No
|process_org_owner=29883
|process_provision_org_group=8499
|process_provision_org_directory=DIRECTORATE OF MARITIME TRANSPORT
|process_remarks=Categories of complaint may be: 
- Delay of departure
- Delay, interruption or cancellation of a trip
- Failure to inform passengers of delayed departure or cancellation of a journey/voyage
|process_deadline_duration=P2M
|process_evidence_identification_type=Identification document
|process_type=Outgoing
|process_trigger=Applied for
|process_trigger_type=email, Application (handwritten)
|process_usage=Supporting document
|process_output_type=Payment Document Production, Document Production
|process_source=SDG, Framers
|process_provided_to=Travelers
|process_tax_type=Citizens complaints,Compensations
|process_life_events=Complaints,Travel,Shipping
|process_sdg_resource=Other
|process_sdg_lack_of_response_rule=Other
|process_sdg_notes=Enforcement of administrative sanctions by decision of the Head of the local port authority in accordance with Article 157 of the Code of Public Maritime Law (A261/73).
|process_total_duration_steps_min=5184060
|process_total_duration_steps_max=10368120
|process_total_duration_steps_digital_min=0
|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=0
|process_evidence_total_number=1
|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_description=Complaints form according to Government Gazette΄s Annex FEΚ B 1453/2013 .
|process_application_related_url=https://www.hcg.gr/el/gia-ton-polith/sas-endiaferei/enhmerwtika-entypa-epibatwn/xarta-dikaiwmatwn-epibatwn/
|process_application_note=The complaint form should be submitted or sent to the Carrier (shipping company) or Ticket Agents or the local Port Authorities, or to the Maritime Transport Directorate of the Ministry of Shipping and Insular Policy (dths@hcg.gr)
It shall state the reason for its submission, together with the relevant supporting documents and the citizens contact details.
}}
{{process conditions
|process_conditions_num_id=1
|process_conditions_alternative=No
|process_conditions_type=Legitimate interest
|process_conditions_name=The passenger must have the tickets issued.
}}
{{process conditions
|process_conditions_num_id=2
|process_conditions_alternative=No
|process_conditions_type=Administrative
|process_conditions_name=Existing infringement of the legislation by the carrier in relation to the execution (or not) of the voyage.
}}
{{process conditions
|process_conditions_num_id=3
|process_conditions_alternative=No
|process_conditions_type=Time limit
|process_conditions_name=The passenger shall address his complaint within two (2) months of the date on which the service was provided, or should have been provided.
}}
{{process evidences
|process_evidence_num_id=1
|process_evidence_type=7053
|process_evidence_is_under_prerequisite=No
|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=Passenger and/or vehicle transport tickets
}}
{{process rules
|process_rule_type=Law
|process_rule_decision_number=4948
|process_rule_decision_year=2022
|process_rule_article=27 - 47
|process_rule_description=Ratification of the Code of Maritime Cabotage Legislation and Passenger Rights. Part C: Rights - Obligations of passengers and carriers on regular maritime transport and other provisions.
|process_rule_gazette_doc_number=125
|process_rule_gazette_doc_issue=Α
|process_rule_url=https://www.et.gr/api/DownloadFeksApi/?fek_pdf=20220100125
}}
{{process rules
|process_rule_type=Ministerial Decision
|process_rule_decision_number=3332.12/05/13
|process_rule_decision_year=2013
|process_rule_description=Establishment of the procedures for the submission of complaints by passengers in maritime transport, the content of the special complaint form and the management of such complaints.
|process_rule_gazette_doc_number=1453
|process_rule_gazette_doc_issue=Β
|process_rule_url=https://www.et.gr/api/DownloadFeksApi/?fek_pdf=20130201453
}}
{{process rules
|process_rule_type=European Regulation
|process_rule_decision_number=1177
|process_rule_decision_year=2010
|process_rule_description=Regulation (EU) No 1380/2013 of the European Parliament and of the Council of 17 December 2013 establishing a European Supervisory Authority (European Insurance and Occupational Pensions Authority), amending Decision No 714/2009/EC and repealing Commission Decision 2009/77/EC (OJ L 347, 20.12.2013, p.
|process_rule_url=https://eur-lex.europa.eu/legal-content/EL/TXT/PDF/?uri=CELEX:32010R1177&from=CS
}}
{{process steps
|process_step_num_id=1
|process_step_exit=No
|process_step_child=No
|process_step_title=Receipt of passenger's written complaint request to the carrier
|process_step_official=Competent Ministry
|process_step_implementation=Signature
|process_step_duration_min=P1M
|process_step_duration_max=P2M
|process_step_description=Forwarding the citizen's complaints to the relevant company.
}}
{{process steps
|process_step_num_id=2
|process_step_exit=No
|process_step_child=No
|process_step_title=Examination of the merits of a complaint
|process_step_official=Competent Directorate
|process_step_implementation=Inspection
|process_step_duration_min=PT1M
|process_step_duration_max=PT2M
|process_step_description=The competent Ministry (Ministry of Maritime Affairs and Insular Policy) examines the validity of the complaint on the basis of the legislation and informs the competent carrier.
}}
{{process steps
|process_step_num_id=3
|process_step_exit=No
|process_step_child=No
|process_step_title=Compensation or not of the passenger
|process_step_official=Competent body
|process_step_implementation=Signature
|process_step_duration_min=P1M
|process_step_duration_max=P2M
|process_step_description=If the right to compensation arises, the Carrier shall compensate the passenger directly, while informing the competent Ministry. If the passenger is not entitled to compensation, the competent Ministry shall also be informed.
|process_step_note=If there is no response from the competent Carrier (agency), the latter is subject to penalties.
}}
{{process useful links
|process_useful_link_title=Passengers' Bill of Rights
|process_useful_link_url=https://www.hcg.gr/el/gia-ton-polith/sas-endiaferei/enhmerwtika-entypa-epibatwn/xarta-dikaiwmatwn-epibatwn/
}}