In order to meet postal service needs, users mainly choose between the universal and express postal services.
While the universal postal service is provided by “Posta Shqiptare”, the express and other postal services out of the universal service’s coverage area are delivered by the providers listed in the Table below:
1.General Individual Authorization Registry for universal postal service provision
2.General Authorization Registry for postal service provision
Universal postal service
The universal postal service includes the ongoing provision of postal services of a certain quality and at affordable prices.
The universal postal service includes the following minimum requirements:
- Acceptance, processing, transport, and distribution of postal objects up to 2 kg;
- Acceptance, processing, transport, and distribution of postal packages up to 10 kg;
- Services for registered and insured postal objects.
The express service entails the priority handling, tracking, and managerial control of postal objects. This service is carried out through the necessary logistics that enable the user to track and monitor the postal object electronically, as well as the delivery of objects at the pre-determined and published time.
If users wish, they may accompany the express service with value-added postal services (click 4) if such services are available.
Value-added services may include one or several of the following services:
- Delivery within a certain time of the established date and with a refund guarantee in case of non-fulfillment according to set terms, such as: Before 9:00 a.m.; Before 10:00 a.m.; Before 12:00 p.m.
- Collection or delivery of postal objects on days off.
- Postal object insurance. Insurance provides full coverage of the value in cases of object loss or damage, according to the declared value and postal object insurance conditions.
- Dedicated collection or delivery when the postal object has certain specifics, and normal service does not suffice.
- Packaging within a standard packaging range of the service provider.
- Administration and payment of tax dues by the service provider to facilitate the sender, or a third party, in cases where, according to commerce terms, such dues are not to be paid by the recipient or when the recipient charges the service provider to make the payment to facilitate administration.
- Late collection or delivery. Service requested outside of standard business hours.
- Proof of Delivery. When the user requests the service provider to obtain the object recipient’s signature and to provide such signature electronically or in print to prove delivery.
- Handling and transportation of substances and goods classified as dangerous in air or land transport according to the definitions of relevant international organizations.
- Customs services or administration of customs services and documentation.
- Guarantee of delivery of the postal object on a determined date;
- Delivery of postal objects to the recipient “in person”.
- Option to change the address of destination and route of postal object delivery;
- Personalized service for the customer.
If you are dissatisfied with the service provided by your operator, you should first address the service provider.
If you are dissatisfied with the reply, you may involve AKEP or take the issue to court read further ….
AKEP intervenes in resolving disputes between postal service users and providers when complaints concern contractual conditions and/or the fulfillment of such conditions by the service provider.
Attention! The general terms and conditions of service provision are published on the official website of the service provider and in the business premises where direct interaction with postal service users is carried out.
How to submit a complaint?
How to submit a complaint about the performance of contractual obligations of postal service provision?
Stage one – complaints in writing.
You have the right to submit a complaint about the service delivered by addressing a written complaint to the service provider within 30 days from:
- receipt of the bill for the service provided if the complaint pertains to the billed amount for the service provided;
- service provision if the complaint pertains to the quality of the service provided.
Upon complaint receipt, the postal service provider should verify the billed amount and the quality of provided services and, after such verification, should either confirm or correct any issues.
The service provider should deliver a written reply no later than 30 days from the complaint receipt.
If you do not agree with the written reply of the service provider, you may initiate a dispute resolution procedure with AKEP.
Attention! All postal service providers are required to publish the rules on user complaint acceptance, handling, and resolution on their websites and service offices.
Stage two – dispute resolution at AKEP
If you disagree with the service provider’s written reply regarding the complaint, you may request AKEP’s assistance in resolving the dispute within 15 days from the receipt of the written reply.
The request should be submitted in writing and include facts and evidence relevant to the issue.
The submission method of the written request is the Form, (Click 6) which should be delivered by mail or in person to the following address:
Electronic and Postal Communications Authority
In the event of service delivery damage, the postal service provider compensates the postal service user in an amount equal to the damage but not exceeding the defined maximum limit.
The maximum compensation:
- for the loss, damage, or theft of an insured object, is equal to the damage amount but not exceeding the declared postal object value;
- for the loss or theft of a postal object, registered letter, is ALL 2 000 (two thousand);
- for the loss, theft, or damage of a registered parcel, is ALL 5 000 (five thousand);
- ç) for the non-performance or partial or incorrect performance of the postal service in regards to the transportation of an insured and registered postal object or parcel, is equal to the shipping cost;
- for exceeding the domestic delivery deadline of registered and insured postal objects beyond foreseen timeframes, is ALL 500 (five hundred) per delayed day, but no more than ALL 5 000 (five thousand).
- for the loss of a postal object, is equal to the shipping cost.
In addition to the compensation amounts, the service provider refunds the user all service tariffs paid by the latter. Upon agreement by the parties, the service provider compensates the user by offering free package re-shipment.
In addition to the compensation, the service provider refunds the user all service tariffs paid by the latter.