a17e21d5-9b42-48e7-90fd-cd4e4c526e70
172159
Διαχείριση Καταγγελιών Επιβατών Σιδηροδρομικών Μεταφορών
At a glance
Points of service
Railway Licensing and Supervision Department, REGULATORY AUTHORITY FOR RAILWAYS (R.A.S.)
Number of required documents
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.
Basic information
Competent body
REGULATORY AUTHORITY FOR RAILWAYS (R.A.S.)
Authority/Public body’s Unit responsible for the institutional framework of the procedure
Service / organizational unit of a authority entity
Railway Licensing and Supervision Department
Application
Application Type
Report / Complain
Submission by:
Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post)
Title
Complaint submission form
Notes:
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 .
What you will need
Means of authentication, identification and signature
Related
Means of redress or appeal:
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.
Output & Results
Output
Document Production
Other information
Alternative titles
Regulation (EU) 2021/782
Official title
Handling of rail passenger complaints
Languages supported
Greek, English
Categories
Trigger (submission method)
Application (handwritten), email, Public service / public body document
A2
ΔΔ
4
2
0
0
2
0
11977
No
32184300
15638460
Once
Identification document
452463
8210
Input in another process, Supporting document
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.
0.00
0.00
0
3
0
3 months
6 months
,,,
1
Administrative
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.
No
No
2
Time limit
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.
No
No
1
Response from the railway company.
Official document
Response from the railway company.
Submission by:
Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post)
Submitted by:
Persons
Notes:
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.
Document submitted under requirements:
Yes
Document’s requirement:
Administrative
No
6440
2
Copy of ticket.
Travel Document
Copy of ticket.
Submission by:
Presented by the applicant (email), Submitted by the applicant (in person or by post)
Submitted by:
Persons
Notes:
If available.
Document submitted under requirements:
Yes
Document’s requirement:
Administrative
No
4746
3
Photographic material related to the alleged infringement.
Photograph
Photographic material related to the alleged infringement.
Submission by:
Presented by the applicant (email), Submitted by the applicant (in person or by post)
Submitted by:
Persons
Notes:
If available.
Document submitted under requirements:
Yes
Document’s requirement:
Administrative
No
8298
Law
28
3891
2010
188
Α
Rule
782
2021
1
Receipt of the complaint and supporting documents by the Regulatory Authority for Railways
Responsible for Implementation
Competent Department
Μethod of Implementation
Software action
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.
No
No
2
Notifying the complainant of receipt
Responsible for Implementation
Competent Department
Μethod of Implementation
Inspection
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.
Notes
If the complaint is unfounded, the passenger is informed and the complaint is placed on file.
No
No
3
Unfounded complaint – Notification of passenger
Responsible for Implementation
Competent Department
Μethod of Implementation
Manual Action
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.
Yes
No
4
Requesting the railway undertaking’s reply to the complaint
Responsible for Implementation
Competent Department
Μethod of Implementation
Inspection
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.
Yes
No
5
Investigation of complaint
Responsible for Implementation
Competent Director
Μethod of Implementation
Inspection
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.
No
No
6
Drafting of reply – Completion of process
Responsible for Implementation
Competent Directorate
Μethod of Implementation
Manual Action
Description
A reply to the passenger shall be drawn up.
No
No
Regulatory Authority for Railways
Legislation
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