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| | |process_provision_org_directory=Rail Market Regulatory and Control Unit - Department of Authorisation and Supervision of Railway Enterprises | | |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_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_type=Outgoing |
| | |process_trigger=Applied for | | |process_trigger=Applied for |
| | |process_trigger_type=Application (handwritten), email, Public service / public body document | | |process_trigger_type=Application (handwritten), email, Public service / public body document |
| | |process_output_type=Document Production | | |process_output_type=Document Production |
| − | |process_source=Framers, SDG
| + | |process_provided_to=Travelers |
| − | |process_provided_to=Citizens | + | |process_tax_type=Audits,Citizen complaints |
| − | |process_tax_type=Audits,Citizens complaints | + | |process_life_events=Licences and compliance,Complaints |
| − | |process_life_events=Transport,Complaints | |
| | |process_sdg_resource=Other | | |process_sdg_resource=Other |
| | |process_sdg_resource_other=Application for treatment | | |process_sdg_resource_other=Application for treatment |
| − | |process_sdg_notes=If the passenger is not satisfied with the final answer he receives from the RA, he may return by letter by providing additional information for a review of his case. | + | |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_min=2764860 |
| | |process_total_duration_steps_max=6912300 | | |process_total_duration_steps_max=6912300 |
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| | |process_evidence_step_total_number=0 | | |process_evidence_step_total_number=0 |
| | |process_evidence_step_digital_total_number=0 | | |process_evidence_step_digital_total_number=0 |
| | + | |process_source=Framers, SDG |
| | |process_sdg_codes=A2 | | |process_sdg_codes=A2 |
| | |process_application_type=Report / Complain | | |process_application_type=Report / Complain |
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| | |process_rule_decision_number=1371 | | |process_rule_decision_number=1371 |
| | |process_rule_decision_year=2007 | | |process_rule_decision_year=2007 |
| − | |process_rule_description=With regard to the rights and obligations of passengers on rail lines. | + | |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_rule_url=https://eur-lex.europa.eu/legal-content/EL/TXT/?uri=CELEX%3A32007R1371&qid=1619344875550 |
| | }} | | }} |
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| | |process_rule_decision_year=2010 | | |process_rule_decision_year=2010 |
| | |process_rule_article=28 | | |process_rule_article=28 |
| − | |process_rule_description=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_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_number=188 |
| | |process_rule_gazette_doc_issue=Α | | |process_rule_gazette_doc_issue=Α |
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| | {{process rules | | {{process rules |
| | |process_rule_type=Formal document | | |process_rule_type=Formal document |
| − | |process_rule_decision_number=Φ4/οικ. 93662/821 | + | |process_rule_decision_number=F4/OIK. 93662/821 |
| | |process_rule_decision_year=2019 | | |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_description=Document of the Ministry of Infrastructure and Transport granting exemptions from the application of certain articles of the EC 1371/2007. |
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| | |process_step_duration_min=PT1M | | |process_step_duration_min=PT1M |
| | |process_step_duration_max=PT5M | | |process_step_duration_max=PT5M |
| − | |process_step_description=The submission shall be made electronically, supplementing the complaint form, posted on the website of the Regulatory Authority for Railways. The passenger may also send the form to the Regulatory Authority by e-mail or submit it in person. The complaint form shall take a protocol number and be charged to the relevant Unit / Division of the Directorate-General responsible. The complaint is recommended to attach the answer of the railway undertaking and any other supporting documents, e.g. a copy of a ticket, photo. | + | |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 steps |
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| | |process_step_duration_min=P1D | | |process_step_duration_min=P1D |
| | |process_step_duration_max=P10D | | |process_step_duration_max=P10D |
| − | |process_step_description=If the answer of the Railway Undertaking (TB) is not attached, the complaint shall be transmitted within 10 days to the Railway Undertaking. The Railway Undertaking should reply to the passenger within one (1) month, which may be extended only for up to three (3) months. | + | |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 steps |
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| | |process_step_duration_min=P1M | | |process_step_duration_min=P1M |
| | |process_step_duration_max=P2M | | |process_step_duration_max=P2M |
| − | |process_step_description=Adequateness of the railway undertaking’s reply to the passenger shall be assessed and any breach of the articles of the EC 1371/2007, according to the submissions. | + | |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_step_note=If not considered sufficient, additional information & clarifications are sought by the Regulatory Authority, which are evaluated. |
| | }} | | }} |
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| | }} | | }} |
| | {{process useful links | | {{process useful links |
| − | |process_useful_link_title=Submission Form | + | |process_useful_link_title=Complaint Submission Form |
| | |process_useful_link_url=https://ras-el.gr/epivates/#parapona | | |process_useful_link_url=https://ras-el.gr/epivates/#parapona |
| | }} | | }} |
