+Članak 19.
---+Article 19 1.
---+Article 19 2.

Članak 19.

Članak 19.

1.  Države članice moraju osigurati da svi pružatelji poštanskih usluga nude transparentne, jednostavne i dostupne postupke za rješavanje žalbi korisnika poštanskih usluga, posebno u slučajevima koji uključuju gubitak, krađu, oštećivanje ili neusklađenost sa standardima kvalitete (uključujući postupke za utvrđivanje odgovornosti, kada je uključeno više od jednog operatera), bez obzira na odgovarajuće međunarodne i nacionalne odredbe o shemama kompenzacija.

Države članice donose mjere kako bi se osiguralo da postupci iz prvog podstavka omogućavaju pravedno i pravovremeno rješavanje sporova s odredbom, kad je to zajamčeno, koja predviđa sustav nadoknada i/ili odšteta.

Države članice potiču razvoj neovisnih sustava za rješavanje sporova izvan suda između pružatelja poštanskih usluga ili korisnika.

2.  Ne dovodeći u pitanje druge mogućnosti ulaganja žalbe ili sredstva nadoknade štete u skladu s nacionalnim zakonodavstvom ili zakonodavstvom Zajednice, države članice omogućavaju korisnicima da mogu individualno ili, kada je to u skladu s nacionalnim zakonodavstvom, zajedno s organizacijama, koje zastupaju interese korisnika i/ili potrošača, u slučajevima kada žalbe korisnika poduzećima koja pružaju poštanske usluge u okviru univerzalne usluge, nisu bile zadovoljavajuće riješene, iznijeti slučaj nadležnoj nacionalnoj vlasti.

U skladu s člankom 16. države članice osiguravaju da pružatelji univerzalne usluge, te kadgod je to potrebno, poduzeća koja pružaju usluge u okviru univerzalne usluge, uz godišnje izvješće o nadzoru njihovog pružanja usluga, objave i podatke o broju žalbi i načinima njihovog rješavanja.

▼B

1. Pregled

,
Article 19 1.
Member States shall ensure that transparent, simple and inexpensive procedures are made available by all postal service providers for dealing with postal users' complaints, particularly in cases involving loss, theft, damage or non-compliance with service quality standards (including procedures for determining where responsibility lies in cases where more than one operator is involved), without prejudice to relevant international and national provisions on compensation schemes.

Member States shall adopt measures to ensure that the procedures referred to in the first subparagraph enable disputes to be settled fairly and promptly with provision, where warranted, for a system of reimbursement and/or compensation.

Member States shall also encourage the development of independent out-of-court schemes for the resolution of disputes between postal service providers and users.
Article 19 2.
Without prejudice to other possibilities of appeal or means of redress under national and Community legislation, Member States shall ensure that users, acting individually or, where permitted by national law, jointly with organisations representing the interests of users and/or consumers, may bring before the competent national authority cases where users' complaints to undertakings providing postal services within the scope of the universal service have not been satisfactorily resolved.

In accordance with Article 16, Member States shall ensure that the universal service providers and, wherever appropriate, undertakings providing services within the scope of the universal service, publish, together with the annual report on the monitoring of their performance, information on the number of complaints and the manner in which they have been dealt with.

1.1 Reference

1.2 Utvrđeni zahtjevi

1.3 Povezani standardi

2. Utvrđeni zahtjevi

Zahtjevi

3. Povezani standardi

Standardi
  • Builddate: 27.02.2008 00:00:00 -Doknr: CELEX:31997L0067
  • EULAW -

    EN: Legal acts of the European Union from EUR-Lex, https://eur-lex.europa.eu/. © European Union. Re-use is authorised by Decision 2011/833/EU, provided the source is acknowledged; the consolidated texts are licensed under CC BY 4.0 (EUR-Lex legal notice). Divided into sections and converted into the GRCA format, the wording unchanged. Only the legislation published in the Official Journal of the European Union is deemed authentic.

    DE: Rechtsakte der Europäischen Union aus EUR-Lex, https://eur-lex.europa.eu/. © Europäische Union. Weiterverwendung nach Beschluss 2011/833/EU mit Quellenangabe gestattet; die konsolidierten Fassungen stehen unter CC BY 4.0 (Rechtlicher Hinweis von EUR-Lex). In Abschnitte aufgeteilt und in das GRCA-Format umgewandelt, der Wortlaut unverändert. Verbindlich sind allein die im Amtsblatt der Europäischen Union veröffentlichten Rechtsakte.