Postal Services and Electronic Communications

Postal services and electronic communications

Postal services

The Consumer Ombudsman mediates for the satisfaction of compensation rights acquired by consumers due to the improper provision of postal services and, in particular, in cases of (a) proven loss (partial or total) or theft (partial or total) or destruction (partial or total) of the content of postal shipments, as well as (b) proven delay in the delivery of courier postal items, beyond the agreed time.

The Authority does not deal with claims relating to (a) compensation for non-material damage, (b) representation in court or other dispute settlement bodies, (c) provision of legal advice. Furthermore, issues of control (supervision) of the operation of postal enterprises and / or enforcement of the applicable legislation (sanctions) are outside the competence of the Authority.
Also, the Authority does not mediate in disputes related to the imposition, by the customs authorities, of customs duties on the import of goods from countries outside the European Union.

Electronic communications

This area of activity includes fixed telephone services, mobile telephone services and internet services (either fixed internet provision or mobile internet provision).
More specifically, the Αuthority examines issues about the pre-contractual information of consumers, the compliance with the procedure either for concluding and executing contracts or for modifying contracts for electronic communications connections, the legitimacy of the terms of the contracts, and invoicing and billing issues. In particular, for matters of disputing issued bills, the Authority examines issues of excessive charges resulting from excessive use of services, from multimedia messaging information services or from roaming services.

Futhermore, television services including digital and terrestrial television subscriptions and the related services via cable, satellite or any other medium are also included in the area of electronic communications.
Finally, issues relating to fixed and mobile telephony devices and other telecommunications equipment (routers, decoders, etc) are excluded from electronic communications services.

 

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Confirmation

A) Make sure you understand the responsibilities of the Consumer Ombudsman (StK) and that the subject of the report of you is within the scope of these powers (https://www.synigoroskatanaloti.gr/el/armodiotites & in particular article 4 Law 3297/2004, as applicable).
The STK has the authority and role of mediator between consumers and suppliers and does not impose sanctions. He is only responsible for cases that have arisen up to one year before the submission of the petition and for which no legal proceedings have been initiated.
Indicatively, the SC is not competent: for disputes between businesses, for disputes connected with the business, commercial or professional activity of the petitioner, for disputes from transactions for which no legal document has been issued, for cases related to the control of fuel, food and medicine prices or for alterations/forgery related to the above, for tax disputes and in general for civil disputes against public bodies , OTAs (Municipalities, Regions) etc.

B) Make sure that you have available all the necessary documents that are useful for the investigation of the case and which must be attached (e.g. copies of contracts, invoices, purchase receipts, relevant correspondence, etc.).

C) Make sure it does not concern a company/professional based outside Greece, otherwise you can submit a report to the European Consumer Center (ECC) after taking into account the relevant conditions and powers of the ECC.

D) Contact the supplier in any convenient way, in order to raise the problem that concerns you and seek resolution and proceed with the report if the problem is not resolved within a reasonable time. Where possible, please attach copies of your communication with the supplier to your report.

E) Update: The report shall be forwarded to the complaining firms as such.

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