Last year, the number of complaints received in the postal sector increased by 37%, according to the Public Utilities Commission (PUC).
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In total, in 2020, PUC received 33 complaints and provided 200 telephone consultations to users.
“Last year, users complained the most about delays in postal items. The cause of these complaints has not diminished and has always been relevant, but has increased in a pandemic. Delays in mail have been significantly affected by canceled and restricted international passenger traffic in Europe and the world. “The World Postal Union has abolished all delivery terms and quality standards for postal items in the international arena,” says Bruno Friedenberg – Ansberg, head of PUC ‘s post office.
When evaluating the received complaints, in 49% of cases the postal items were delayed, in 9% of the cases the postal items were damaged or lost. In turn, 6% of complaints were about the duration of storage of parcels in parcel terminals and failure to provide a forwarding service to another address or parcel terminal.
“Often, when receiving a postal item, the user picks up his long-awaited parcel from the courier and only on arrival at home sees visual damage. Such cases occur regularly. Since the spread of Covid-19 conditions, the number of parcels has increased by 150%. Users, increasingly active “When using postal services, you are often in a hurry not to read carefully the operator’s advice on how to pack the item so that it reaches its destination safely. We urge you to be very careful when reading the operator’s instructions to reduce potential problems for both recipients and senders,” explains Friedenberg Ansbergs.
PUC recalls that damage must be detected upon receipt of a postal item in the presence of a postal employee. If the consignment is taken home and unpacked, neither a report on the damage nor compensation is possible.
Every year, the universal postal service provider JSC “Latvijas pasts” provides PUC with information on the number of complaints. Last year, JSC “Latvijas pasts” received 922 user complaints, of which 250 complaints were substantiated.
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