Difference between revisions of "ΔΔ:Handling of rail passenger complaints"

From National Registry of Administrative Public Services
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|process_sdg_resource=Administrative appeal
 
|process_sdg_resource=Administrative appeal
 
|process_sdg_notes=A passenger who is not satisfied with the final reply received from the Regulatory Authority for Railways may submit a new letter providing supplementary information for the re-examination of their case.
 
|process_sdg_notes=A passenger who is not satisfied with the final reply received from the Regulatory Authority for Railways may submit a new letter providing supplementary information for the re-examination of their case.
 +
|process_total_duration_steps_min=15638460
 +
|process_total_duration_steps_max=32184300
 
|process_cost_min=0.00
 
|process_cost_min=0.00
 
|process_cost_max=0.00
 
|process_cost_max=0.00
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|process_application_related_url=https://ras-el.gr/epivates/#kataggelia
 
|process_application_related_url=https://ras-el.gr/epivates/#kataggelia
 
|process_application_note=The request shall be accompanied by any supporting documents (e.g. reply from the railway company, copy of ticket, photo). The complaint shall also be emailed to .
 
|process_application_note=The request shall be accompanied by any supporting documents (e.g. reply from the railway company, copy of ticket, photo). The complaint shall also be emailed to .
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|process_provided_language=English, Greek
 
 
}}
 
}}
 
{{process conditions
 
{{process conditions
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|process_rule_decision_year=2010
 
|process_rule_decision_year=2010
 
|process_rule_article=28
 
|process_rule_article=28
−
|process_rule_description=The Regulatory Authority for Railways is designated as the national enforcement body (NEB) of Regulation (EC) No 1371/2007 on ‘rail passengers’ rights and obligations’.
+
|process_rule_description=The Regulatory Authority for Railways is designated as the National Enforcement Body for Regulation (EC) 1371/2007 "on rail passengers' rights and obligations".
 +
|process_rule_gazette_doc_issue=Α
 
|process_rule_gazette_doc_number=188
 
|process_rule_gazette_doc_number=188
−
|process_rule_gazette_doc_issue=Α
+
|process_rule_url=https://api.et.gr/apiLAW/1/2010/3891/pdf
−
|process_rule_url=https://www.et.gr/api/DownloadFeksApi/?fek_pdf=20100100188
 
 
}}
 
}}
 +
 
{{process rules
 
{{process rules
 
|process_rule_type=Rule
 
|process_rule_type=Rule
 
|process_rule_decision_number=782
 
|process_rule_decision_number=782
 
|process_rule_decision_year=2021
 
|process_rule_decision_year=2021
−
|process_rule_description=Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers’ rights and obligations.
+
|process_rule_article=
 +
|process_rule_description=Regulation (EU (ΕΕ)) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers' rights and obligations.
 +
|process_rule_gazette_doc_issue=
 +
|process_rule_gazette_doc_number=
 
|process_rule_url=https://eur-lex.europa.eu/legal-content/EL/TXT/HTML/?uri=CELEX:32021R0782
 
|process_rule_url=https://eur-lex.europa.eu/legal-content/EL/TXT/HTML/?uri=CELEX:32021R0782
 
}}
 
}}
 +
 
{{process steps
 
{{process steps
 
|process_step_num_id=1
 
|process_step_num_id=1
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|process_step_duration_min=PT1M
 
|process_step_duration_min=PT1M
 
|process_step_duration_max=PT5M
 
|process_step_duration_max=PT5M
−
|process_step_description=Submission is carried out electronically by completing the complaint submission form, which is posted on the website of the Regulatory Authority for Railways. The passenger may also send the form to the Regulatory Authority for Railways by email or submit it in person. The complaint is given a reference number and assigned to the competent unit/department of the Directorate-General. It is recommended that the complaint be accompanied by the reply of the railway undertaking and any other supporting documents, e.g. copy of ticket, photograph.
+
|process_step_description=Submission is carried out electronically by completing the complaint submission form, which is posted on the website of the Regulatory Authority for Railways. The passenger may also send the form to the Regulatory Authority for Railways by email or submit it in person.
 +
 
 +
The complaint is given a reference number and assigned to the competent unit/department of the Directorate-General. It is recommended that the complaint be accompanied by the reply of the railway undertaking and any other supporting documents, e.g. copy of ticket, photograph.
 
}}
 
}}
 
{{process steps
 
{{process steps
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|process_step_duration_max=P6M
 
|process_step_duration_max=P6M
 
|process_step_description=Investigation of the alleged infringements.
 
|process_step_description=Investigation of the alleged infringements.
−
Processing of the complaint within three (3) months from receipt of all relevant information required to prepare the complaint file. In complex cases, the RAS
+
Processing of the complaint within three (3) months from receipt of all relevant information required to prepare the complaint file. In complex cases, the RAS may extend this period to six (6) months. In this case, the RAS shall inform the passenger of the reasons for the extension and of the time expected to be required for completion of the procedure.
−
may extend this period to six (6) months. In this case, the RAS shall inform the passenger of the reasons for the extension and of the time expected to be required
 
−
for completion of the procedure.
 
 
}}
 
}}
 
{{process steps
 
{{process steps
 
|process_step_num_id=6
 
|process_step_num_id=6
−
|process_step_exit=No
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|process_step_exit=yes
 
|process_step_child=No
 
|process_step_child=No
 
|process_step_title=Drafting of reply – Completion of process
 
|process_step_title=Drafting of reply – Completion of process

Latest revision as of 09:28, 7 August 2026



a17e21d5-9b42-48e7-90fd-cd4e4c526e70 172159 Διαχείριση Καταγγελιών Επιβατών Σιδηροδρομικών Μεταφορών

At a glance

Points of service

Railway Licensing and Supervision Department, REGULATORY AUTHORITY FOR RAILWAYS (R.A.S.)

Digital provision points

Number of required documents

0 to 3

Fees

Provided without cost

Estimated Time

3 to 6 months

Description

The procedure concerns the investigation of complaints lodged by railway passengers that were not resolved, or not satisfactorily resolved, by the railway undertaking involved or the responsible station manager, with the aim of their effective handling, the safeguarding of passenger rights, and the satisfaction, where provided for, of their requests.

Basic information

Competent body

REGULATORY AUTHORITY FOR RAILWAYS (R.A.S.)

Authority/Public body’s Unit responsible for the institutional framework of the procedure

Service / organizational unit of a authority entity

Railway Licensing and Supervision Department

Provided to

Travelers

Related links

Validity duration

Once

Notes

According to Article 33 of Regulation (EU) 2021/782, after an unsuccessful submission of a complaint to the railway undertaking (HELLENIC TRAIN S.A. – STASY S.A.) or to the station manager (OSE S.A.) (Article 28 of Regulation (EU) 2021/782), the passenger may submit a complaint to the national enforcement body (NEB), i.e. the Regulatory Authority for Railways, within three (3) months from receipt of the information concerning the rejection of the initial complaint. Additionally, where no reply is received within three (3) months from the submission of the initial complaint, the passenger is entitled to submit a complaint to the national enforcement body (NEB).

Last update

07/08/2026

Application

Application Type

Report / Complain

Submission by:

Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post)

Submitted by:

Persons

Title

Complaint submission form

Relevant link

https://ras-el.gr/epivates/#kataggelia

Notes:

The request shall be accompanied by any supporting documents (e.g. reply from the railway company, copy of ticket, photo). The complaint shall also be emailed to .

What you will need

Means of authentication, identification and signature

Identification document

    Print

    Requirements

      Fees

        Related

        Means of redress or appeal:

        Administrative appeal

        A passenger who is not satisfied with the final reply received from the Regulatory Authority for Railways may submit a new letter providing supplementary information for the re-examination of their case.

        Output & Results

        Output

        Document Production

        Steps

          Digital steps

            Other information

            Alternative titles

            Regulation (EU) 2021/782

            Official title

            Handling of rail passenger complaints

            Languages supported

            Greek, English

            Legislation

              Categories

              Τype of procedure

              Audits, Citizen accusation, Citizen complaints

              Trigger

              Applied for

              Trigger (submission method)

              Application (handwritten), email, Public service / public body document

              Life events

              Licences and compliance, Complaints

              Type

              Outgoing

              End of Process

              Ιndefinite

              A2

              ,,,


            • 1 Administrative The complaint investigation procedure is carried out by the Regulatory Authority for Railways (RAS) after it has been initially answered by the competent railway undertaking.

              Link https://ras-el.gr/epivates/#nomothesia

              No No

            • 2 Time limit The passenger may submit a complaint to the Regulatory Authority for Railways (RAS) within three (3) months from receipt of the information concerning the rejection of the initial complaint. Additionally, if no reply is received within three (3) months from the submission of the initial complaint, the passenger is entitled to submit a complaint to the RAS.

              No No

            • 1 Response from the railway company. Official document

              Response from the railway company.

              Submission by: Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post)

              Submitted by: Persons

              Notes: If this is not submitted with the request, the Regulatory Authority for Railways will request it either from the passenger or from the railway undertaking.

              Document submitted under requirements: Yes

              Document’s requirement: Administrative

              No 6440

            • 2 Copy of ticket. Travel Document

              Copy of ticket.

              Submission by: Presented by the applicant (email), Submitted by the applicant (in person or by post)

              Submitted by: Persons

              Notes: If available.

              Document submitted under requirements: Yes

              Document’s requirement: Administrative

              No 4746

            • 3 Photographic material related to the alleged infringement. Photograph

              Photographic material related to the alleged infringement.

              Submission by: Presented by the applicant (email), Submitted by the applicant (in person or by post)

              Submitted by: Persons

              Notes: If available.

              Document submitted under requirements: Yes

              Document’s requirement: Administrative

              No 8298

            • Law 28 3891 2010 188 Α

              Description The Regulatory Authority for Railways is designated as the National Enforcement Body for Regulation (EC) 1371/2007 "on rail passengers' rights and obligations".

              Legal references https://api.et.gr/apiLAW/1/2010/3891/pdf

            • Rule 782 2021

              Description Regulation (EU (ΕΕ)) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers' rights and obligations.

              Legal references https://eur-lex.europa.eu/legal-content/EL/TXT/HTML/?uri=CELEX:32021R0782

            • 1 Receipt of the complaint and supporting documents by the Regulatory Authority for Railways

              Responsible for Implementation Competent Department

              Μethod of Implementation Software action

              Description Submission is carried out electronically by completing the complaint submission form, which is posted on the website of the Regulatory Authority for Railways. The passenger may also send the form to the Regulatory Authority for Railways by email or submit it in person. The complaint is given a reference number and assigned to the competent unit/department of the Directorate-General. It is recommended that the complaint be accompanied by the reply of the railway undertaking and any other supporting documents, e.g. copy of ticket, photograph.

              No No


            • 2 Notifying the complainant of receipt

              Responsible for Implementation Competent Department

              Μethod of Implementation Inspection

              Description It is examined whether the conditions for a reply from the Regulatory Authority for Railways are met and whether the submitted information is complete.

              Notes If the complaint is unfounded, the passenger is informed and the complaint is placed on file.

              No No


            • 3 Unfounded complaint – Notification of passenger

              Responsible for Implementation Competent Department

              Μethod of Implementation Manual Action

              Description If the complaint is unfounded (it does not concern an infringement of the Regulation), it is placed on file and the passenger and any other interested party shall be notified within two (2) weeks, by letter, of the reasons why the RAS will not deal with the matter.

              Yes No


            • 4 Requesting the railway undertaking’s reply to the complaint

              Responsible for Implementation Competent Department

              Μethod of Implementation Inspection

              Description If the response from the railway undertaking (RU) is not attached, the complaint shall be forwarded to the railway undertaking within ten (10) days. The railway undertaking must reply to the passenger within one (1) month, a period which may be extended, with justification, up to three (3) months. The reply shall be communicated to the Regulatory Authority for Railways.

              Yes No


            • 5 Investigation of complaint

              Responsible for Implementation Competent Director

              Μethod of Implementation Inspection

              Description Investigation of the alleged infringements. Processing of the complaint within three (3) months from receipt of all relevant information required to prepare the complaint file. In complex cases, the RAS may extend this period to six (6) months. In this case, the RAS shall inform the passenger of the reasons for the extension and of the time expected to be required for completion of the procedure.

              No No


            • 6 Drafting of reply – Completion of process

              Responsible for Implementation Competent Directorate

              Μethod of Implementation Manual Action

              Description A reply to the passenger shall be drawn up.

              No yes




            • Regulatory Authority for Railways


            • Legislation
              • Retrieved from "https://en.mitos.uat.digigov.grnet.gr/index.php?title=ΔΔ:Handling_of_rail_passenger_complaints&oldid=78636"
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