Conditions for submitting claims

According to p. 56 of the “General Terms and 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 Plc is 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.

Compensations to senders of domestic and international registered items (letter, small package) and parcels are paid only upon submission of a completed declaration form. In case of non-submission of the above-mentioned declaration form, compensation for justified claims will not be paid.

To access the Claims system (RQMS) click HERE.

If this is the first time you access the system, please register via the Signup 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.

For complaints about international courier items INTERCONNECT a separate type of request – “Interconnect” has been created in the complaints system.

In case of problems with the registration in the System or when submitting a request: telephone - 02/949 31 90

Complaints about e-vignettes

The data of the user who purchased an electronic vignette is entered in the complaint form and together with a copy of the receipt and other documents certifying the purchase of an electronic vignette are sent to e-mail [email protected] or to address: 1, Akad. Stefan Mladenov Str., Bl. 31, 1700 Sofia.

In connection with an amendment to the Road Act of 19.03.2021, an electronic vignette purchased with incorrect data may be corrected. A correction is made only if it is established beyond any doubt that in the Republic of Bulgaria there is no registered road vehicle with an identical registration number, country of registration or category to the one originally declared in the vignette.

In case of incorrect data entered for the vehicle upon purchasing an electronic vignette, a client may submit An application for change of incorrectly declared data by the owner or user.

The completed application is sent to the Road Infrastructure Agency, National Toll Authority at the following e-mail address: [email protected].

Feedback

You can send your report, complaint, suggestion, thank-you letter, praise by e-mail to [email protected]

Telephones for claims and complaints:

The telephone numbers listed below can be used to obtain information about filling in claims and complaints, 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 complaints, indemnities

• Domestic items and money transfers - +359 2 9493326
• International inbound postal items - +359 2 9493121
• International outbound postal items - +359 2 9493343
• International money transfers - +359 2 9493398
• International inbound courier shipments - 02/9493121
• International outbound courier shipments - 02/9493343

Working hours – every working day from 9:00 to 17:30

For all other questions, please visit the Contacts.