During the winter holidays season, the volume of postal items and online purchases increases significantly, which can lead to delays or damage to the postal items. To ensure that surprises arrive on time and in perfect condition, ANCOM supports senders and recipients with a set of recommendations on packaging, labeling and delivery times and reminds of the postal service providers’ legal obligations.
Parcel packaging and labeling
For correct packaging and labelling, it is necessary for the sender to consult the general conditions for the provision of postal services of the service provider. Some providers offer detailed guides on packaging goods that are fragile or require special handling (electronics, glass, cosmetics, etc.). It is indicated, for example, to use suggestive labels, such as Fragile, which the provider is obliged to recognise and comply with if these correspond to the technical standards.
The legislation in the field of postal services allows the provider to check whether the item is properly packaged and to refuse the collection of items with non-compliant packaging. On the other hand, the postal service provider is obliged to accept the item if the packaging used by the sender corresponds to the standards and technical norms in force.
Special transport rules for food products
Food products require increased attention, as there are special rules for transport and storage established, e.g. – by sanitary-veterinary regulations. Depending on their nature, some goods are even prohibited for transportation. As a rule, providers do not accept the delivery of a package containing perishable products. In the event of shipment of a product that is prohibited for transport, providers are not legally responsible for any damage or destruction.
If the sender chooses to send food products, it is essential that they are non-perishable and, by their nature or the way they are packaged, do not cause damage to persons, the environment, the facilities used by the postal service provider or the other goods being shipped.
Delivery times during the holidays
During the holidays, the large number of postal items and the adapted working hours of couriers can affect the delivery time. Thus, to avoid inconvenience, it is recommended to send parcels earlier than usual.
Obligations of postal service providers
ANCOM reminds that postal service providers have clear obligations established by law.
Delivery is made only to the recipient or authorized person. Delivery can be made to any container (e.g. mailbox, automatic delivery system), to the address indicated by the sender or to the contact point served by staff (upon the prior transmission of a notice announcing the arrival of the postal item) – depending on the type of postal service chosen by the sender.
Postal service providers are obliged to inform recipients (usually by SMS/e-mail) that they are going to receive a postal item when the delivery is made to an automated delivery system. However, most of the time, they inform recipients for all delivery methods.
If the addressee is not at the indicated address or has not picked up the postal item from the automatic delivery system, the provider has the obligation to keep the item for delivery at a work point and at the same time to notify (announce) in advance the addressee about how he will be able to take possession of the postal item.
According to the law, suppliers must try to deliver the postal item at least once, although in practice, many also provide a second delivery attempt.
What, how and where to complain
• Any dissatisfaction related to the provision of the postal service must first be reported to the postal service provider.
• In case of problems related to the products ordered online (delay, damage, etc.) users should contact the online store. More details are available here.
• ANCOM can analyze and sanction the conduct of the postal service provider from the perspective of the legislation in this field. Such violations can be reported to the Authority here.