The era of the 4th industrial revolution is a fact that brings with it chain developments in the market. So the world of postal and courier services could not be left out of them. In a communication ecosystem where the speed of adaptation and flexibility to any challenges must be immediate, the formation of the CHARTER OF OBLIGATION TOWARDS USERS USERS/CONSUMERS ("COC") is an important condition for informing them about the services provided, how to ensure confidentiality but also their overall protection. This is because the consumer must have the information that will shield him cognitively so that he can compare between companies and finally choose the one that offers him all the guarantees of quality service. Along with the adoption of the institution of the Dispute Resolution Committee, it is established as an inalienable right of the postal service user to investigate his complaints in a transparent, simple and inexpensive way.
2. GENERAL OBLIGATIONS
Maintains the confidentiality of correspondence.
Ensures the security of its network.
Complies with national and international regulations for the transport of dangerous goods.
Ensures compliance with the terms and conditions of the employment and social security regime, as defined by current legislation and / or collective agreements that have been negotiated by the national social partners.
Ensures the protection of personal data, the confidentiality of information transmitted or stored and the protection of privacy.
Complies with the provisions on environmental protection and spatial planning. Submits to Ε.Ε.Τ.Τ. relevant certificates or attestations of conformity from the competent authorities for the above, at its request.
It shall take measures to ensure that national defense and security are not jeopardized, and to cooperate with the competent authorities.
Ensures equal treatment of all users.
Ensures the continuous provision of their postal services throughout the duration of their license.
Ensures that their invoices meet the rules of fair competition and the rules of transparency, are properly published and notified to E.E.T.T.
Maintains and publishes a Charter of Obligations towards Users-Consumers (COC), which includes, mainly, the details of the company, the characteristics of each service provided (including the delivery time and the foreseen compensations), detailed price list, data of the Individual Contract, as well as information on the grievance redressal procedures and the dispute resolution committee with the participation of a user representative and with the right of representation of the interested user.
Especially, regarding the COC in its electronic form, it should be, easily and quickly, retrievable by anyone interested, within the official website of the company.
In any case, there should be a distinct link of the COC on the homepage of the company.
Provides to EETT, upon request, all the necessary information and data to check compliance with the provisions of the regulatory framework, the execution of its decisions, as well as for clearly defined statistical purposes.
Any information that the company considers confidential is submitted separately from the non-confidential information, with the indication "Confidential". Unless otherwise specified, the information must be provided to EETT, within twenty (20) working days, by the relevant request of EETT.
Maintains a Special System for Monitoring and Locating Postal Items (Ε.Σ.Π.Ε.Τ.Α.), which allows the monitoring and locating of the postal item of courier and informing the users-consumers about the handling of their shipment, through in particular internet, e-mail and telephone and be informed of any change in the identity or handling of the postal item, in its course, from the sender to the recipient. The registration of the postal item is unambiguously defined in Ε.Σ.Π.Ε.Τ.Α. of the licensed company and its network.
In case of cooperation with other postal companies, it exchanges, with their information systems, information related to the monitoring and locating of the postal item and to the information of the users - consumers. It has the ability to electronically register, manage and hold for a period of not less than six (6) months, in particular, the following information for each postal item: Number or postal identification code of the sender-recipient Details Date, place and time of receipt Date, place and time of delivery and name of person who received the postal item weight or step weight of postal item, type of postal item with minimal distinction in envelope, Date (s) and time (s) of failed delivery attempts. Attaches an Escort Courier Card (SY.DE.TA) to the postal item which must bear, at a minimum, the name or the distinctive title, the Tax Registration Number and the contact details of the company − holder of the General License, the indication Ε.Ε.Τ.Τ .: "General License of Postal Services, Ε.Ε.Τ.Τ., ΑΜ: 21-053", with an appropriately sized font, so that the unique number or identification code of postal item, necessary for the monitoring and locating by the Ε.Σ.Π.Ε.Τ.Α. of the company, can be clearly distinguished by the users, the details of the sender and the recipient. In cases where postal items are sent in bulk, based on a contract, it is possible to use a simplified SY.DE.TA, which will be attached to each of the items, and will have, at least, the unit shipping number, the distinctive title and the indication "Ε.Ε.Τ.Τ.". Courier companies are obliged to keep the SY.DE.TA scraps in their file, in electronic or printed form, for a minimum period of six (6) months, unless otherwise specified in other provisions.
Συνάπτει ατομικές συμβάσεις ταχυμεταφοράς, τις οποίες οφείλουν να διαθέτουν στους χρήστες. Σε περίπτωση που οι συμβάσεις συνάπτονται για πλήθος αντικειμένων ή για παροχή ταχυδρομικών υπηρεσιών για μεγάλα χρονικά διαστήματα, οι συμβάσεις να μην αντιβαίνουν στις διατάξεις του παρόντος Κανονισμού Συμμορφώνεται με τις διατάξεις του Κώδικα Δεοντολογίας για παροχή ταχυδρομικών υπηρεσιών Εξασφαλίζει στην Ε.Ε.Τ.Τ. τη δυνατότητα ελέγχου συμμόρφωσής της προς τους όρους και τις προϋποθέσεις παροχής των ταχυδρομικών υπηρεσιών που παρέχει και επιτρέπει σε προσωπικό της Ε.Ε.Τ.Τ. την πρόσβαση στις εγκαταστάσεις της για έλεγχο.
Χρησιμοποιεί, σε όσα έντυπα ή διαφημιστικές καταχωρήσεις / παρουσιάσεις της κρίνει σκόπιμο, την ένδειξη «Γενική Άδεια Ταχυδρομικών Υπηρεσιών, Ε.Ε.Τ.Τ., ΑΜ:21-053», με κατάλληλου μεγέθους γραμματοσειρά, ώστε να είναι δυνατή η άμεση διαπίστωση από τους χρήστες ή τις Υπηρεσίες της Ε.Ε.Τ.Τ. ή από οποιονδήποτε ενδιαφερόμενο, ότι η επιχείρηση παρέχει νομίμως ταχυδρομικές υπηρεσίες
3. FORMATION OF THE PRESENT COC
Law 2414/1996, Law 2668 / 18-12-1998 "Organization of the postal service sector and other provisions", IA 290/2000 / B-683 of the Deputy Minister of Transport were taken into account for the preparation of the Charter of Obligations to the Users. , Υ.Α. 57810 / 23-4-1999 (Government Gazette 437, Issue B) and other relevant provisions.
4. CHARACTERISTICS OF THE COMPANY
The company GOLDEN CARS SERVICES with the distinctive title GOLDEN CARS SERVICES provides the basic general postal services (sorting, transport and distribution services of postal items) but also the other postal services (not belonging to the basic postal services and are mainly related to items of special urgent transmission, monitored by ESPETA special monitoring and tracking system, with advertising items without address, with the preparation of postal items and the exchange of documents). The company operates as a Sole Proprietorship Private Capital Company and at the beginning of its operation it employs employees who carry out shipments within the Prefecture of Attica, while for land and island Greece it operates in collaboration with another courier company.
5. SERVICES PROVIDED - SPECIFICATIONS & PRICE LIST
For all our services there is a relevant general category and subcategories with analysis of them and their cost by GOLDEN CARS SERVICES.
6. RESPONSIBILITY OF THE COMPANY
The minimum flat-rate compensation for a defect on the part of our company in the provision of postal services to the user is defined in accordance with UNSC 290/2000 / B-683 of the Deputy Minister of Transport as follows:
6.1. For proven loss or damage of uninsured postal item compensation 70 € for documents and 300 € for parcels as a maximum amount of compensation. The total destruction of the postal item is equated with loss.
6.2. For a proven delay in the delivery of simple registered shipments beyond the agreed time, € 1.00 for each day of delay. For late delivery of registered express shipments the compensation is calculated on the basis of the ratio of the fees paid for urgent transfers to the fees paid for simple transfers. In no case, however, will the compensation exceed the compensation paid for the loss.
6.3. For loss, theft or destruction of an insured postal item with declared value and written insurance agreement and agreed charge, the amount of compensation is that declared by the sender and not greater than the amount paid by the insurance company.
Compensation in the above cases is paid to the sender, or if he waives his rights, to the recipient of the postal item.
No claim for compensation, provided above, can be filed against the postal company after the lapse of twenty (20) days from the deposit of the item and if there is a written claim from the user within the above time limit.
The company is not liable in cases where the loss, damage or delay in delivery of the postal item is due to incidents that could not have been foreseen or avoided or the sender's fault or the special nature of the postal item or because the recipient did not respond to proven communication efforts. the delivery. It is also not responsible for shipments whose content falls under a ban on movement or possession for the sender and / or recipient, as well as for shipments whose content has been confiscated or destroyed by the competent authorities.
7. INFORMATION - COMPENSATION PROCEDURE
In case of loss, theft, delay in delivery, partial or total destruction of the postal item, the sender and / or the recipient must inform the company with a written request submitted (with receipt) to the Consumer Information Office within twenty (20) calendar days from the day it should have been delivered to the recipient. The request must accurately state the sender's details of the consignee, the number of the shipment receipt and the date of dispatch of the postal item or a copy of the shipment-receipt must be attached and special mention must be made of the problem that arose during the shipment. The application can also be sent to the address of the company's headquarters (for the Consumer Information Office) by registered letter. The company must within fifteen (15) working days from its receipt to respond to the applicant providing all the necessary information about the postal item as well as the problem that arose during its transfer. If it is proven that the company is responsible for the loss, theft, late delivery, partial or total destruction of the postal item, the company is obliged to compensate the user (sender or recipient) within sixty (60) days from the submission of the search application. user in the company.
8. customer service
The on-site public service hours are from 09:00 to 17:00 from Monday to Friday and average email 24 hours a day, 7 days a week.
9. COMPANY STAFF
The staff of the company has the status of the employee of article 13 of the Penal Code. It is therefore obliged to comply with the essential requirements for the provision of postal services and especially with regard to ensuring the confidentiality of postal communication and the protection of personal data and privacy, in accordance with the provisions of current legislation and in particular Article 22 of Law 2668/1998 as well as to protect the intellectual property rights of users. The company undertakes the obligation to control based on quality characteristics, the behavior of its staff while it is obliged to investigate any complaint that is made and concerns the deficient service by its people.
9. RECEPTION AND INFORMATION RECEPTION
The reception and information reception is housed at the company's headquarters, operates from 9:00 am to 17:00 pm from Monday to Friday with the responsibility of receiving applications from postal service users. It is also responsible for informing, informing and serving users about any questions or complaints related to the provision of postal services by the company.
10. DISPUTE RESOLUTION COMMITTEE
In case of loss, theft, delayed delivery, partial or total destruction of the postal parcel and any general complaint of the postal service user, and if there is a dispute between him and the company regarding the responsibility of the company, the user has the right, with his application that he will submit to the RECEPTION AND INFORMATION RECEPTION within twenty days (20) from the response of the company to the request for information that he must have already submitted, to request the formation of this 1) Representative of the Users and the interested user. The company must within ten (10) days from the receipt of the application to arrange for the appointment of a representative of the Users and to inform in writing (with proof of receipt) the requesting user for the date, time and place where the meeting of the Commission and its composition. During the meeting of the Committee, chaired by the User Representative, minutes are kept which are recorded in the special book of Minutes of the Dispute Resolution Committee kept by the company. The minutes must detail the composition of the Commission, the date and place where it met, the issue or issues it dealt with, the views of stakeholders, the solutions proposed and the final decision taken. The minutes are signed by all the members of the Committee and if someone refuses to sign, his refusal is confirmed by the other members. The decision of the Dispute Resolution Committee is binding on the members if they have agreed to it and is implemented within a period of thirty (30) days at the latest.
11. UNACCEPTABLE ITEMS FOR RECEIPT.
We receive parcels up to 30 kg per parcel, but we can refuse to receive a parcel that does not meet the principles of transport safety or the sender has given incorrect information or incomplete shipping information.
12. Undelivered postal items.
Golden Cars Services is obliged to preserve the unpaid postal items at no charge to the sender for up to sixty (60) days. Golden Cars Services is obliged to send the postal item to the recipient with a fee of its own and if this is not possible, then its fee is paid by the sender. In the event that the authorities withhold one or more postal items, Golden Cars Services does not bear any responsibility, but is obliged to try in every legal way to prevent this from happening.
13. GENERAL TERMS OF TRANSPORTATION - INDIVIDUAL CONTRACT.
The General Terms of Transfer - Individual Contract, is an integral part of the COC which the consumer unconditionally accepts with the assignment of the transport.