Difference between revisions of "ΔΔ:Passenger complaints procedure for maritime transport"

From National Registry of Administrative Public Services
(Προσθήκη διαδικασίας)
 
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
Line 9: Line 9:
 
|process_provision_org_directory=DIRECTORATE-GENERAL FOR SAFETY MARKETS
 
|process_provision_org_directory=DIRECTORATE-GENERAL FOR SAFETY MARKETS
 
|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
 
|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
|process_deadline_duration=5184000
+
|process_deadline_duration=P2M
 
|process_evidence_identification_type=Identification document
 
|process_evidence_identification_type=Identification document
 
|process_type=Outgoing
 
|process_type=Outgoing
Line 15: Line 15:
 
|process_trigger_type=Application (handwritten), email
 
|process_trigger_type=Application (handwritten), email
 
|process_usage=Supporting document
 
|process_usage=Supporting document
|process_output_type=Payment Document Production, Document Production
+
|process_output_type=Document Production, Payment Document Production
 
|process_source=Framers, SDG
 
|process_source=Framers, SDG
 
|process_provided_to=Citizens
 
|process_provided_to=Citizens
|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 CAR (A'261/73).
|process_total_duration_steps_min=5184060
+
|process_total_duration_steps_min=0
|process_total_duration_steps_max=10368120
+
|process_total_duration_steps_max=0
 
|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 Annex FEC 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/
Line 58: Line 66:
 
|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 95: Line 103:
 
|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 106: Line 114:
 
|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 relevant Ministry of Maritime Affairs and Island Policy shall examine the relevance of the complaint under the legislation and inform the transporter concerned.
 
}}
 
}}
Line 117: Line 125:
 
|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=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_note=If no reply is given by the transporter concerned (activity) it shall be subject to penalties.
 
|process_step_note=If no reply is given by the transporter concerned (activity) it shall be subject to penalties.

Revision as of 14:01, 27 July 2023



e674b9e0-ad92-40f6-973a-aa521418f5d8 558464 Διαδικασία υποβολής παραπόνων επιβατικού κοινού στις θαλάσσιες μεταφορές

At a glance

Points of service

Port Authorities, DIRECTORATE OF MARITIME TRANSPORT

Digital provision points

  • The service is not provided digitally

Number of required documents

1

Fees

Provided without cost

Deadline of completion

2 months

Description

The procedure concerns the written submission of passengers΄ complaints in case they have claims arising from maritime cabotage rights.

Basic information

Competent body

MINISTRY OF MARITIME AFFAIRS AND INSULAR POLICY

Authority responsible for the provision of the procedure

MINISTRY OF MARITIME AFFAIRS AND INSULAR POLICY

Service / organizational unit of a authority entity

DIRECTORATE-GENERAL FOR SAFETY MARKETS

Provided to

Related links

Notes

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

Last update

26/06/2024

Application

Application Type

Report / Complain

Submission by:

Presented by the applicant (email), Submitted by the applicant (in person or by post)

Title

Complaints form according to Annex FEC B 1453/2013.

Notes:

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.

What you will need

Means of authentication, identification and signature

Identification document

    Print

    Requirements

      Fees

        Related


        Means of redress or appeal:

        Other

        Rules concerning a lack of reply from the competent authority and the legal consequences for the use:

        Other

        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).

        Output & Results

        Output

        Document Production, Payment Document Production

        Steps

          Digital steps

            Other information

            Alternative titles

            Submission of complaints to maritime passenger transport

            Official title

            Procedure for the submission of complaints by passengers to maritime cabotage and Adriatic lines


            Legislation

              Categories

              Τype of procedure

              Trigger

              Applied for

              Trigger (submission method)

              Application (handwritten), email

              Life events

              Type

              Outgoing
              A2

              ,,,


            • 1 Legitimate interest To have the passenger tickets issued.


              No No

            • 2 Administrative Existing infringement of the legislation by the carrier of the execution of the ship (or not).


              No No

            • 3 Time limit The passenger within two (2) months of the date on which the service was provided or should have been provided, shall address his complaint.


              No No

            • 1 Passenger and/or vehicle transport tickets Proof of payment / Receipt

              Passenger and/or vehicle transport tickets

              Submission by: Presented by the applicant (email), Submitted by the applicant (in person or by post)

              Submitted by: Persons


              Document submitted under requirements: No


              No 7053

            • Law 27 - 47 4948 2022 125 Α

              Description Rights - Obligations of passengers and carriers on regular maritime transport and other provisions.

              Legal references https://www.et.gr/api/DownloadFeksApi/?fek pdf=20220100125

            • Ministerial Decision 3332.12/05/13 2013 1453 Β

              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.

              Legal references https://www.et.gr/api/DownloadFeksApi/?fek pdf=20130201453

            • European Regulation 1177 2010

              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.

              Legal references https://eur-lex.europa.eu/legal-content/EL/TXT/PDF/?uri=CELEX:32010R1177&from=CS

            • 1 Receipt of a passenger bypass document to the carrier

              Responsible for Implementation Competent Ministry

              Μethod of Implementation Signature

              Description Forwarding the citizen's complaints to the relevant company.

              No No


            • 2 Examination of baseivity

              Responsible for Implementation Competent Directorate

              Μethod of Implementation Inspection

              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.

              No No


            • 3 Compensation or non-passenger

              Responsible for Implementation Competent body

              Μethod of Implementation Signature

              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.

              Notes If no reply is given by the transporter concerned (activity) it shall be subject to penalties.

              No No


            • Cookies help us deliver our services. By using our services, you agree to our use of cookies.