Liabilities and Compensation Claims

Claims

A customer (sender/addressee) or an authorised person may start a claim procedure in the following cases:

• loss or total damage
• damage or reduction in contents of the item
• failure to meet deadline for transfer and delivery of item

The addressee may start a claim procedure for failure to meet deadline for delivery of the item only if the addressee paid the postage for the item.

Required Documentation for the Claim Procedure

In case that the customer of PostExpress service wants to exercise the right to compensation, he shall file a written Compensation Claim to the PTT. Also, the customer shall submit the following documents:

1. A copy of Trace Registration Slip, which refers to the claimed item, and
2. Verification Record

All these documents shall be sent to the following address:
Courier, Express & Parcel Services Department
Palmotićeva Street No. 2, PAC 106306
11103 Belgrade
The scanned documentation may be sent by e-mail address: postexpress@ptt.rs

Time-limits for Claim Procedure Initiation

If the sender or the authorised person believes that the postal item was not delivered to the addressee or that it was delivered with delay, the sender may submit a claim within 6 months upon the item posting.

The addressee or the authorised person may file a claim due to damage to the contents or reduction of the contents immediately upon handover of the item or the next working day, at the latest. In that case, in the delivery post office the Verification Record is created by the Commission, but the item which had been delivered may not be accepted back.

Compensation Paid for the Lost Items or Failing to Meet the Deadline

• In case of failure to meet the deadline for transfer and delivery of PostExpress item, the customer is entitled to fivefold amount of the postage paid for the transfer of the item,
• In case of loss or total damage of PostExpress item, the customer is entitled tenfold amount of the paid postage for the transfer of the item,
• In case of loss or complete damage to PostExpress item with insured value, the customer is entitled to the amount denoted on the item and enlarged for the postage paid according to its value and the tenfold amount of the paid postage,
• In case of damage or reduction in contents of the PostExpress item, the customer is entitled to the amount equal to the amount of the estimated damage or reduction of the item, but not exceeding the amount paid in case of loss or the total damage of the item.

PTT shall not be liable and shall not agree to compensate for the loss or damage caused by the following factors:

• by the fault of the sender or the addressee;
• inadequate packaging of the item;
• by the unpredictable events beyond human real powers (accidents, natural catastrophes, strikes, road blockades, ets);
• due to the damage caused by the nature of the item itself.

Additional Services Related to the Item

When posting the PostExpress item and before it is delivered, the sender may submit an application requiring the following additional services:

• change of the address on the item or just adding of some detailes
• return of the item
• change into the cash-on-delivery item
• change of the indicated value of COD
• COD cancellation

Any additional service shall be realised by filing an application to the receiving post office.

Before delivery of the PostExpress item, the addressee may require the following additional services by filing an application:

• redirection of the item
• delivery to Poste Restante
• delivery to PO Box
• repeated delivery of the PostExpress item

Any additional service shall be made by filing an application to the receiving post office.

The application shall be verified by the signature for the natural persons and by the company stamp for legal persons. The application may be sent by fax or by e-mail to the receiving post office.

Any remarks, proposals or suggestions regarding the PostExpress service please send to our e-mail address: postexpress@ptt.rs