View source for ΔΔ:Handling of rail passenger complaints

{{process
|process_official_title=Handling of rail passenger complaints
|process_alternative_titles=Regulation (EU) 2021/782
|process_description=The procedure concerns the investigation of complaints lodged by railway passengers that were not resolved, or not satisfactorily resolved, by the railway undertaking involved or the responsible station manager, with the aim of their effective handling, the safeguarding of passenger rights, and the satisfaction, where provided for, of their 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_directory=Railway Licensing and Supervision Department
|process_remarks=According to Article 33 of Regulation (EU) 2021/782, after an unsuccessful submission of a complaint to the railway undertaking (HELLENIC TRAIN S.A. – STASY S.A.) or to the station manager (OSE S.A.) (Article 28 of Regulation (EU) 2021/782), the passenger may submit a complaint to the national enforcement body (NEB), i.e. the Regulatory Authority for Railways, within three (3) months from receipt of the information concerning the rejection of the initial complaint. Additionally, where no reply is received within three (3) months from the submission of the initial complaint, the passenger is entitled to submit a complaint to the national enforcement body (NEB).
|process_estimated_implementation_duration_min=P3M
|process_estimated_implementation_duration_max=P6M
|process_evidence_identification_type=Identification document
|process_type=Outgoing
|process_trigger=Applied for
|process_trigger_type=Application (handwritten), email, Public service / public body document
|process_usage=Input in another process, Supporting document
|process_output_type=Document Production
|process_validity_duration_set=Once
|process_provided_to=Travelers
|process_tax_type=Audits,Citizen accusation,Citizen complaints
|process_life_events=Licences and compliance,Complaints
|process_sdg_resource=Administrative appeal
|process_sdg_notes=A passenger who is not satisfied with the final reply received from the Regulatory Authority for Railways may submit a new letter providing supplementary information for the re-examination of their case.
|process_total_duration_steps_min=15638460
|process_total_duration_steps_max=32184300
|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 (digital), Submitted by the applicant (in person or by post)
|process_application_owner=Persons
|process_application_description=Complaint submission form
|process_application_related_url=https://ras-el.gr/epivates/#kataggelia
|process_application_note=The request shall be accompanied by any supporting documents (e.g. reply from the railway company, copy of ticket, photo). The complaint shall also be emailed to .
|process_provided_language=English, Greek
}}
{{process conditions
|process_conditions_num_id=1
|process_conditions_alternative=No
|process_conditions_type=Administrative
|process_conditions_name=The complaint investigation procedure is carried out by the Regulatory Authority for Railways (RAS) after it has been initially answered by the competent railway undertaking.
|process_conditions_url=https://ras-el.gr/epivates/#nomothesia
}}
{{process conditions
|process_conditions_num_id=2
|process_conditions_alternative=No
|process_conditions_type=Time limit
|process_conditions_name=The passenger may submit a complaint to the Regulatory Authority for Railways (RAS) within three (3) months from receipt of the information concerning the rejection of the initial complaint. Additionally, if no reply is received within three (3) months from the submission of the initial complaint, the passenger is entitled to submit a complaint to the RAS.
}}
{{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 (digital), Submitted by the applicant (in person or by post)
|process_evidence_owner=Persons
|process_evidence_description=Response from the railway company.
|process_evidence_note=If this is not submitted with the request, the Regulatory Authority for Railways will request 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=Copy of ticket.
|process_evidence_note=If available.
}}
{{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 available.
}}
{{process rules
|process_rule_type=Law
|process_rule_decision_number=3891
|process_rule_decision_year=2010
|process_rule_article=28
|process_rule_description=The Regulatory Authority for Railways is designated as the national enforcement body (NEB) of Regulation (EC) No 1371/2007 on ‘rail passengers’ rights and obligations’.
|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=Rule
|process_rule_decision_number=782
|process_rule_decision_year=2021
|process_rule_description=Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers’ rights and obligations.
|process_rule_url=https://eur-lex.europa.eu/legal-content/EL/TXT/HTML/?uri=CELEX:32021R0782
}}
{{process steps
|process_step_num_id=1
|process_step_exit=No
|process_step_child=No
|process_step_title=Receipt of the complaint 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=Submission is carried out electronically by completing the complaint submission form, which is posted on the website of the Regulatory Authority for Railways. The passenger may also send the form to the Regulatory Authority for Railways by email or submit it in person. The complaint is given a reference number and assigned to the competent unit/department of the Directorate-General. It is recommended that the complaint be accompanied by the reply of the railway undertaking and any other supporting documents, e.g. copy of ticket, photograph.
}}
{{process steps
|process_step_num_id=2
|process_step_exit=No
|process_step_child=No
|process_step_title=Notifying the complainant of receipt
|process_step_official=Competent Department
|process_step_implementation=Inspection
|process_step_duration_max=P15D
|process_step_description=It is examined whether the conditions for a reply from the Regulatory Authority for Railways are met and whether the submitted information is complete.
|process_step_note=If the complaint is unfounded, the passenger is informed and the complaint is placed on file.
}}
{{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 – Notification of passenger
|process_step_official=Competent Department
|process_step_implementation=Manual Action
|process_step_duration_min=P1D
|process_step_duration_max=P15D
|process_step_description=If the complaint is unfounded (it does not concern an infringement of the Regulation), it is placed on file and the passenger and any other interested party shall be notified within two (2) weeks, by letter, of the reasons why the RAS will not deal with the matter.
}}
{{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=Requesting the railway undertaking’s reply to the complaint
|process_step_official=Competent Department
|process_step_implementation=Inspection
|process_step_duration_min=P1D
|process_step_duration_max=P10D
|process_step_description=If the response from the railway undertaking (RU) is not attached, the complaint shall be forwarded to the railway undertaking within ten (10) days. The railway undertaking must reply to the passenger within one (1) month, a period which may be extended, with justification, up to three (3) months. The reply shall be communicated to the Regulatory Authority for Railways.
}}
{{process steps
|process_step_num_id=5
|process_step_exit=No
|process_step_child=No
|process_step_title=Investigation of complaint
|process_step_official=Competent Director
|process_step_implementation=Inspection
|process_step_duration_min=P3M
|process_step_duration_max=P6M
|process_step_description=Investigation of the alleged infringements.
Processing of the complaint within three (3) months from receipt of all relevant information required to prepare the complaint file. In complex cases, the RAS may extend this period to six (6) months. In this case, the RAS shall inform the passenger of the reasons for the extension and of the time expected to be required for completion of the procedure.
}}
{{process steps
|process_step_num_id=6
|process_step_exit=No
|process_step_child=No
|process_step_title=Drafting of reply – Completion of process
|process_step_official=Competent Directorate
|process_step_implementation=Manual Action
|process_step_duration_min=P3M
|process_step_duration_max=P6M
|process_step_description=A reply to the passenger shall be drawn up.
}}
{{process provision digital locations
|process_provision_digital_location_title=Platform for the submission of passenger complaints to the Regulatory Authority for Railways
|process_provision_digital_location_url=https://ras-el.gr/epivates/#kataggelia
}}
{{process useful links
|process_useful_link_title=Regulatory Authority for Railways
|process_useful_link_url=https://ras-el.gr/
}}
{{process useful links
|process_useful_link_title=Legislation
|process_useful_link_url=https://ras-el.gr/epivates/#nomothesia
}}