|
|
| (13 intermediate revisions by 2 users not shown) |
| Line 2: |
Line 2: |
| | |process_official_title=Procedure for the submission of complaints by passengers to maritime cabotage and Adriatic lines | | |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_alternative_titles=Submission of complaints to maritime passenger transport |
| − | |process_description=The procedure concerns the submission of written complaints by passengers, where they have claims, arising from rights to maritime cabotage. | + | |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_is_private=No |
| | |process_org_owner=29883 | | |process_org_owner=29883 |
| | |process_provision_org_group=8499 | | |process_provision_org_group=8499 |
| − | |process_provision_org=29883
| + | |process_provision_org_directory=DIRECTORATE OF MARITIME TRANSPORT |
| − | |process_provision_org_directory=DIRECTORATE-GENERAL FOR SAFETY MARKETS | + | |process_remarks=Categories of complaint may be: |
| − | |process_remarks=Categories of complaint may be: - Delay of departure - Delay, interruption or cancellation of a trip - Not to inform a passenger about a delay or cancellation of a journey | + | - Delay of departure |
| − | |process_deadline_duration=5184000 | + | - 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_evidence_identification_type=Identification document |
| | |process_type=Outgoing | | |process_type=Outgoing |
| | |process_trigger=Applied for | | |process_trigger=Applied for |
| − | |process_trigger_type=Application (handwritten), email | + | |process_trigger_type=email, Application (handwritten) |
| | |process_usage=Supporting document | | |process_usage=Supporting document |
| | |process_output_type=Payment Document Production, Document Production | | |process_output_type=Payment Document Production, Document Production |
| − | |process_source=Framers, SDG | + | |process_source=SDG, Framers |
| − | |process_provided_to=Citizens | + | |process_provided_to=Travelers |
| − | |process_tax_type=Compensations, Citizens complaints | + | |process_tax_type=Citizens complaints,Compensations |
| − | |process_life_events=Shipping, Complaints, Travel | + | |process_life_events=Complaints,Travel,Shipping |
| | |process_sdg_resource=Other | | |process_sdg_resource=Other |
| | |process_sdg_lack_of_response_rule=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 CAR (A'261/73). | + | |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_min=5184060 |
| | |process_total_duration_steps_max=10368120 | | |process_total_duration_steps_max=10368120 |
| | |process_total_duration_steps_digital_min=0 | | |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_alternative_total_number=0 |
| | + | |process_evidence_prerequisite_total_number=0 |
| | |process_evidence_total_number=1 | | |process_evidence_total_number=1 |
| | + | |process_evidence_step_total_number=0 |
| | + | |process_evidence_step_digital_total_number=0 |
| | |process_sdg_codes=A2 | | |process_sdg_codes=A2 |
| | |process_application_type=Report / Complain | | |process_application_type=Report / Complain |
| − | |process_application_submission_type=Submitted by the applicant (in person or by post), Presented by the applicant (email) | + | |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 Annex FEC B 1453/2013. | + | |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_related_url=https://www.hcg.gr/el/gia-ton-polith/sas-endiaferei/enhmerwtika-entypa-epibatwn/xarta-dikaiwmatwn-epibatwn/ |
| − | |process_application_note=The complaint form is filed or sent to the Transporter (satellite company) or to the Ticket Offices or to the local port authorities, or to the Maritime Transport Department of the Ministry of Shipping and Island Policy (dths@hcg.gr) In this, the reason for submission shall be indicated together with the relevant evidence, as well as the contact details of the citizen. | + | |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 |
| Line 39: |
Line 50: |
| | |process_conditions_alternative=No | | |process_conditions_alternative=No |
| | |process_conditions_type=Legitimate interest | | |process_conditions_type=Legitimate interest |
| − | |process_conditions_name=To have the passenger tickets issued. | + | |process_conditions_name=The passenger must have the tickets issued. |
| | }} | | }} |
| | {{process conditions | | {{process conditions |
| Line 45: |
Line 56: |
| | |process_conditions_alternative=No | | |process_conditions_alternative=No |
| | |process_conditions_type=Administrative | | |process_conditions_type=Administrative |
| − | |process_conditions_name=Existing infringement of the legislation by the carrier of the execution of the ship (or not). | + | |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 |
| Line 51: |
Line 62: |
| | |process_conditions_alternative=No | | |process_conditions_alternative=No |
| | |process_conditions_type=Time limit | | |process_conditions_type=Time limit |
| − | |process_conditions_name=The passenger within two (2) months of the date on which the service was provided or should have been provided, shall address his complaint. | + | |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 evidences |
| Line 58: |
Line 69: |
| | |process_evidence_is_under_prerequisite=No | | |process_evidence_is_under_prerequisite=No |
| | |process_evidence_alternative=No | | |process_evidence_alternative=No |
| − | |process_evidence_submission_type=Submitted by the applicant (in person or by post), Presented by the applicant (email) | + | |process_evidence_submission_type=Presented by the applicant (email), Submitted by the applicant (in person or by post) |
| | |process_evidence_owner=Persons | | |process_evidence_owner=Persons |
| | |process_evidence_description=Passenger and/or vehicle transport tickets | | |process_evidence_description=Passenger and/or vehicle transport tickets |
| Line 67: |
Line 78: |
| | |process_rule_decision_year=2022 | | |process_rule_decision_year=2022 |
| | |process_rule_article=27 - 47 | | |process_rule_article=27 - 47 |
| − | |process_rule_description=Rights - Obligations of passengers and carriers on regular maritime transport and other provisions. | + | |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_number=125 |
| | |process_rule_gazette_doc_issue=Α | | |process_rule_gazette_doc_issue=Α |
| Line 76: |
Line 87: |
| | |process_rule_decision_number=3332.12/05/13 | | |process_rule_decision_number=3332.12/05/13 |
| | |process_rule_decision_year=2013 | | |process_rule_decision_year=2013 |
| − | |process_rule_description=To lay down procedures for the submission of complaints by passengers to maritime transport of the contents of the specific complaint form and their management. | + | |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_number=1453 |
| | |process_rule_gazette_doc_issue=Β | | |process_rule_gazette_doc_issue=Β |
| Line 92: |
Line 103: |
| | |process_step_exit=No | | |process_step_exit=No |
| | |process_step_child=No | | |process_step_child=No |
| − | |process_step_title=Receipt of a passenger bypass document to the carrier | + | |process_step_title=Receipt of passenger's written complaint request to the carrier |
| | |process_step_official=Competent Ministry | | |process_step_official=Competent Ministry |
| | |process_step_implementation=Signature | | |process_step_implementation=Signature |
| − | |process_step_duration_min=2592000 | + | |process_step_duration_min=P1M |
| − | |process_step_duration_max=5184000 | + | |process_step_duration_max=P2M |
| | |process_step_description=Forwarding the citizen's complaints to the relevant company. | | |process_step_description=Forwarding the citizen's complaints to the relevant company. |
| | }} | | }} |
| Line 103: |
Line 114: |
| | |process_step_exit=No | | |process_step_exit=No |
| | |process_step_child=No | | |process_step_child=No |
| − | |process_step_title=Examination of baseivity | + | |process_step_title=Examination of the merits of a complaint |
| | |process_step_official=Competent Directorate | | |process_step_official=Competent Directorate |
| | |process_step_implementation=Inspection | | |process_step_implementation=Inspection |
| − | |process_step_duration_min=60 | + | |process_step_duration_min=PT1M |
| − | |process_step_duration_max=120 | + | |process_step_duration_max=PT2M |
| − | |process_step_description=The relevant Ministry of Maritime Affairs and Island Policy shall examine the relevance of the complaint under the legislation and inform the transporter concerned. | + | |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 steps |
| Line 114: |
Line 125: |
| | |process_step_exit=No | | |process_step_exit=No |
| | |process_step_child=No | | |process_step_child=No |
| − | |process_step_title=Compensation or non-passenger | + | |process_step_title=Compensation or not of the passenger |
| | |process_step_official=Competent body | | |process_step_official=Competent body |
| | |process_step_implementation=Signature | | |process_step_implementation=Signature |
| − | |process_step_duration_min=2592000 | + | |process_step_duration_min=P1M |
| − | |process_step_duration_max=5184000 | + | |process_step_duration_max=P2M |
| − | |process_step_description=Where a right to compensation arises, the transporter shall compensate the passenger directly, at the same time informing the relevant Ministry; in the absence of compensation, the relevant Ministry shall also be informed. | + | |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 no reply is given by the transporter concerned (activity) it shall be subject to penalties. | + | |process_step_note=If there is no response from the competent Carrier (agency), the latter is subject to penalties. |
| | }} | | }} |
| | {{process useful links | | {{process useful links |
| − | |process_useful_link_title=SUPPORT FOR NAVIGATION AND ISLAND POLICY | + | |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/ | | |process_useful_link_url=https://www.hcg.gr/el/gia-ton-polith/sas-endiaferei/enhmerwtika-entypa-epibatwn/xarta-dikaiwmatwn-epibatwn/ |
| | }} | | }} |
