Passenger complaints procedure for maritime transport

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

• At a Glance
• Basic information
• Application
• What you will need
• Requirements
• Fees
• Related
• Output
• Steps
• Digital steps
• Other information
• Feedback
• Legislation
• Categories
• Show Procedure
  • Steps
  • Digital Steps

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 OF MARITIME TRANSPORT

Provided to

Travelers

Related links

Notes

Categories of complaint may be:

- Delay of departure - Delay, interruption or cancellation of a trip

- Failure to inform passengers of delayed departure or cancellation of a journey/voyage

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 Government Gazette΄s Annex FEΚ B 1453/2013 .

Relevant link

https://www.hcg.gr/el/gia-ton-polith/sas-endiaferei/enhmerwtika-entypa-epibatwn/xarta-dikaiwmatwn-epibatwn/

Notes:

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.

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 Code of Public Maritime Law (A261/73).

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

Languages supported

Greek, English

Legislation

Categories

Τype of procedure

Citizens complaints, Compensations

Trigger

Applied for

Trigger (submission method)

Application (handwritten), email

Life events

Complaints, Travel, Shipping

Type

Outgoing

A2

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   29883
   
   No
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   Identification document
   
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   8499
   
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   Supporting document

The procedure concerns the written submission of passengers΄ complaints in case they have claims arising from maritime cabotage rights. 0.00 0.00 1 0 0 2 months}} }} }}

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1 Legitimate interest The passenger must have the tickets issued.

No No

2 Administrative Existing infringement of the legislation by the carrier in relation to the execution (or not) of the voyage.

No No

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

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 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.

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

Ministerial Decision 3332.12/05/13 2013 1453 Β

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.

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 passenger's written complaint request to the carrier

Responsible for Implementation Competent Ministry

Μethod of Implementation Signature

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

No No

P2M P1M

2 Examination of the merits of a complaint

Responsible for Implementation Competent Directorate

Μethod of Implementation Inspection

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.

No No

PT2M PT1M

3 Compensation or not of the passenger

Responsible for Implementation Competent body

Μethod of Implementation Signature

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.

Notes If there is no response from the competent Carrier (agency), the latter is subject to penalties.

No No

P2M P1M

Passengers' Bill of Rights

https://www.hcg.gr/el/gia-ton-polith/sas-endiaferei/enhmerwtika-entypa-epibatwn/xarta-dikaiwmatwn-epibatwn/ Passengers' Bill of Rights