Complaints and claims

We transport hundreds of millions of shipments annually and provide services throughout the Czech Republic at the highest possible quality. However, sometimes things go wrong, so below you will find procedures for filing a complaint, claim, or inquiry.

  • Complaints can be easily submitted electronically or physically at any post office
  • Resolution of complaints from the perspective of the sender or recipient
  • Complaints and claims are a motivational tool for us to improve the quality of our services

Information for recipients of shipments

What can I complain about?

  • Damage or loss of contents of delivered shipment
  • Damage to parcels weighing over 30 kg delivered to the addressee and parcels weighing over 30 kg delivered to a parcel shop
  • Customs clearance for international shipments
  • Failure to comply with the addressee's instructions – forwarding, collection, or change of storage location
  • Non-delivery of printed matter (prepaid periodicals)

How to make a complaint

Damage or loss of contents of the delivered shipment

  • If, after receiving the shipment, you discover that the contents are damaged or that some of the contents are missing, you can file a complaint at any post office.
  • The complaint procedure for domestic shipments can be initiated no later than two working days after the date of receipt of the shipment. For international shipments, the deadline may be shorter, depending on the type of service.
  • Present the shipment in the condition in which it was delivered, i.e., including the outer and inner packaging. You can also provide credible evidence of this condition in another way (e.g., by providing photographs that clearly show what the shipment is, what the damage to the packaging looked like, in which part, how the contents were stored in the shipment, where the damaged part of the contents was located in the shipment, what the inner packaging looks like, especially where the contents are damaged, etc.).
  • In order to properly process the complaint, we may also ask you to leave the shipment at the post office for the necessary period of time so that we can assess and determine the necessary facts.

Customs procedures for international shipments

You can also file a claim or complaint for shipments that have undergone customs clearance. You can file a claim or complaint using the PDF form at:

  • Amount of customs debt (customs duty, VAT)
  • Fees charged by Czechia Post
  • Delay in processing the shipment
  • Actions taken by Czechia Post without authorization
  • Double taxation (VAT already paid at the time of purchase)
  • Incorrect assessment of customs debt due to splitting the order into multiple shipments

Please send the completed form to sklad.praha120@cpost.cz. You may also attach other relevant documents or photographs.

Damage to parcels weighing over 30 kg delivered to the recipient and parcels weighing over 30 kg delivered to a parcel shop

Failure to comply with the addressee's instructions – Forwarding, Collection, or Change of Mail Storage

If the post office has not complied with your instructions, please bring the original or a copy of the request to the post office and we will resolve the matter with you.

Non-delivery of a press shipment (prepaid periodical)

If a prepaid periodical (newspaper, magazine) has not been delivered, has been damaged, or is incomplete, please contact the relevant publisher and submit a complaint via their website, call center, or email, following the instructions provided in the masthead (list of technical and publishing information) of the periodical.

Frequently asked questions

Frequently asked questions

If the reason for the complaint is damage to the postal item or loss of its contents, any complaint not made within two working days of delivery will be rejected.

If the damage is obvious before delivery, the delivery person will store the shipment at the relevant post office and you will be informed of the storage. You can then discuss any complaints at the post office.

If the delivery person does not notice the damage and the shipment is delivered instead of being stored

  • ask the delivery person to give you a notice to pick up the shipment and store the shipment at the post office, where you can later file a claim for damage or loss, or
  • you can refuse the shipment and have it returned to the sender, or
  • you can accept the shipment, but you will lose the option to file a claim (the delivery person will inform you of this fact).

This should not happen, as the system is designed to ensure that all items in a given shipment are always delivered at the same time. However, if this does happen, please contact your local post office.

The person who paid for the service is entitled to a refund and compensation for damages. The recipient of the shipment is only entitled to compensation for damages.

Compensation for damages may be lump sum, up to the declared value, etc. No compensation for damages is provided for ordinary shipments that are not confirmed upon delivery. It is also not provided if the damage was caused by the seizure or detention of the shipment abroad in accordance with regulations applicable abroad.

The sender may assign their right to compensation for damages only in writing and only to the addressee. The addressee may assign their right to compensation for damages only in writing and only to the sender.

Information for senders

What can I complain about?

For domestic registered (tracked) shipments

  • the shipment did not reach the recipient or arrived late
  • you did not receive a confirmed delivery note
  • you did not receive the cash on delivery amount

For international registered (tracked) shipments

  • the shipment did not reach the recipient or arrived late
  • you did not receive a confirmed delivery note
  • the delivery note was not filled out correctly
  • you did not receive the cash on delivery amount
  • unauthorized return of the shipment or no reason for return indicated
  • delivery of the shipment to the recipient abroad with damage/loss of contents
Postcards Online
Unregistered mail (RIM, ordinary mail)
Postal orders

How to make a complaint?

Domestic and international registered (tracked) shipments

Electronically

You can file a complaint electronically via the Pošta Online mobile app or via the "Track Shipment" app.

How to file a complaint about a shipment

  • After entering the shipment number in the "Track Shipment" app on the Česká pošta, s.p. website, you will see the option to file a complaint (the "File a Complaint" button).
  • Via the Pošta Online mobile app, where you can select the "Complaint" option in the "Options" tab in the shipment details.

Physically at any post office

You can also contact any branch of the Czech Post, where our employees will assist you. Please also contact a branch if you cannot find what you need to claim in the "Electronic Claims" section.

Don't forget to bring the receipt for the shipment you want to complain about. Without the receipt, it is not possible to file a complaint.

 

 

Postcards Online

It doesn't happen often, but sometimes postcards are delayed in transit. However, if they do not arrive within fourteen days of payment, please send your complaint to mobilniaplikace@cpost.cz. Include the order code, which you will find in the postcard details in Saved Items, in your email.

More information about the Online Postcards service can be found here.

Unregistered shipments

RIM (Distribution of Information Materials)

Complaints regarding the RIM service must be made within five business days after the end of the agreed delivery period, with the date of dispatch of the complaint being decisive.

The complaint must contain the following information

  • subject of the complaint,
  • date of discovery of the breach of the Contract or Order,
  • place, postal code, street, house number where the error occurred.

Complaints regarding RIM service orders can be submitted in writing at the post office where the order was placed.

Regular shipments

For ordinary shipments, complaints may be filed regarding delivery, damage, or loss of contents if the shipment was returned to the sender. Complaints may be filed at any post office, provided that the shipment is presented.

Postal orders

Domestic

  • Within one year of posting, you can file a complaint at any post office regarding the delivery of a money order or the failure to fulfill another postal obligation.
  • Be sure to bring the receipt for the money order you wish to complain about.
  • International

International

  • Within six months of posting, you can file a complaint at any post office regarding the delivery of the remitted amount or the failure to fulfill another postal obligation.
  • Based on the complaint, the post office will work with the foreign postal administration to determine whether and how the remitted amount was delivered.
  • Be sure to bring the receipt for the money order you wish to complain about.
 

Frequently asked questions

Frequently asked questions

Registered (recorded) shipments are those that have a tracking number and whose delivery is confirmed. This means that upon delivery, you will receive confirmation that the shipment has been delivered, known as a delivery receipt. These shipments can be tracked via "Track Shipment." On the other hand, unregistered (unrecorded) shipments are shipments that are not confirmed upon posting (e.g., regular letters, business letters, etc.).

Don't worry, we will issue you with a duplicate of the postal receipt at the post office where you posted the item. This is possible if you know the posting details of the item and these details are also in our systems (e.g. when posting with a customer card or when submitting the posting details electronically).

For postal orders, you must provide the name of the post office and the date of posting. In this case, you can request a duplicate at any post office.

You can also use a certified copy or a certified copy of the proof of posting (e.g., from your accounting records).

For domestic shipments, a maximum of one year; for international shipments, a maximum of six months from the date of posting of the shipment in question. For EMS services, according to the conditions of the specific country.

If you, as the sender, have received an incomplete shipment, this constitutes a loss of contents. Bring all remaining items to the post office and we will check the invoice or delivery note to determine what was missing and search for it.

If you have submitted an unregistered (unrecorded) shipment that is not confirmed upon submission, or if the submission was made electronically via the application, you will find the proof of submission in your email inbox (check your SPAM folder as well).

Rights under the postal contract expire

  • For domestic items and postal orders, one year after the item or postal order was posted.
  • For international items and money orders, six months after the item or money order was posted.

And what is a postal contract? It is a commitment by the postal service to the sender that we will deliver the item or amount of money from the place of posting in the agreed manner to the recipient (delivery location), and the sender undertakes to pay us the agreed price.

The person who paid for the service is entitled to a refund and compensation for damages. The recipient of the shipment is only entitled to compensation for damages.

Compensation for damages may be lump sum, up to the declared value, etc. No compensation for damages is provided for ordinary shipments that are not confirmed upon delivery. It is also not provided if the damage was caused by the seizure or detention of the shipment abroad in accordance with regulations applicable abroad.

The sender may assign their right to compensation for damages only in writing and only to the addressee. The addressee may assign their right to compensation for damages only in writing and only to the sender.

Further information

Complaints

In the event of a COMPLAINT, you can discuss the matter at any branch of Česká pošta or by email at info@cpost.cz.

Questions

If you have any questions, please contact any branch of Česká pošta, or you can use the Česká pošta customer service line or email address info@cpost.cz.

Information on delivery charges for shipments sent abroad

Did you not receive a delivery note from Germany, Ireland, or the United Kingdom? Before filing a complaint, use the links below to obtain proof of delivery of the registered shipment to the authorized recipient, replacing the undelivered or incorrectly filled out delivery note. If the delivery note is not available on the website, does not contain the relevant details, or the website is currently not working, please file a complaint.

Below are links where you can obtain the document:

Postal Ombudsman

The Postal Ombudsman is intended for clients of Česká pošta, s.p. (both individuals and legal entities) who are dissatisfied with the outcome of a complaint or grievance, or a suggestion regarding the quality of services, or who have doubts about their proper handling within the established system and have already exhausted all ordinary and corrective remedies.

This means that the Postal Ombudsman is not the first point of contact for dissatisfied clients, but rather his task is to resolve cases where these clients are dissatisfied with how their complaint or grievance was decided in the standard process.

More information about the postal ombudsman

If the postal service does not accommodate you or does not handle your complaint to your satisfaction, you have the option of filing a motion with the Czech Telecommunications Office or the Czech Trade Inspection Authority to initiate proceedings against the Czech Post's handling of the complaint.

Satisfaction rating

In addition to complaints and claims, you can also rate our services via:

It may come in handy

Package tracking

You can track your package throughout the entire shipping and delivery process.

Pošta Online mobile app

At home, at work, or on the go. You will always have your shipment under control.