Terms and conditions for submitting claims
According to p.56 of the “General Conditions of the Contract with the Users of the Universal Postal Service and Postal Money Transfers Provided by Bulgarian Posts PLC” (General Conditions), a claim can be submitted by the sender of the item/postal money transfer up to the time of receipt by or payment to the recipient.
Up to the time of receipt of the item or payment of the postal money transfer, the recipient can submit a claim only with the written consent of the sender.
According to p.58 of the General Conditions, the period for submitting a claim is six months from the date of submission of the items or the money transfers.
According to p.59 of the General Conditions, Bulgarian Posts are obliged to inform the claimant about the result within a period of 1 month from the date of submission of the claim for domestic postal items and money transfers, and within a period of 3 months for international postal items. In case the claim is approved, compensation is paid within a month from the date of notification.
A claim is considered only when all details about the item are filled in the claims system, and when a copy of the receipt issued at the time of submission of the item is provided.
To access the Claims system (RQMS) click on the image:
In case of problems concerning registration in the System or submission of claims:
- Telephone number - 02/949 31 30
If this is the first time you access the system, please register via the Sign up now link on the home page. Enter your details (Name, Surname and E-mail).
You will receive a username and a password for access on the e-mail you have provided. From that moment you will be able to submit your claims online as well as to receive information about the progress of their treatment.
The telephone numbers listed below can be used to obtain information about filling in claims and inquiries, about claims for which no reply has been received within the prescribed periods /within a period of 1 month from the date of submission of the claim for domestic postal items and money transfers and within a period of 3 months for international postal items/, about issues related to replies to claims and inquiries, indemnities.
Telephones for claims and inquiries:
- Domestic items and money transfers - +359 2 9493329
- International inbound postal items - +359 2 9493121, +359 2 9493343
- International outbound postal items - +359 2 9493190, +359 2 9493130
- International money transfers - +359 2 9493398
- Courier services - +359 2 8320041
Business hours – every business day from 9:00 to 17:30
For all other questions, please visit the Contact us section or get in touch with us at:
1, Academic Stefan Mladenov Str.,
Bld. 31, 1700 Sofia, Bulgaria