Module 5

Delivery

In Montenegro, 28 active registered postal operators are under the jurisdiction of the national regulatory body in the field of postal services, the Agency for Electronic Communications and Postal Activities.

Of all, nine postal operators, in addition to domestic, also perform international delivery.

Every user of postal services has the right to a universal service that is provided with established quality at affordable prices throughout the territory of Montenegro.

THE UNIVERSAL SERVICE INCLUDES:

  • reception, transfer, sorting, and delivery of postal items weighing up to 2 kg,
  • reception, transfer, sorting, and delivery of packages weighing up to 10 kg,
  • registered shipments and shipments with a marked value
  • reception, transmission, sorting, and delivery of postal items for blind and partially sighted persons

The provider of the universal service is obliged to publish the prices for the provision of the universal service, approved by the Agency, on its website and on business premises intended for users of postal services.

OBLIGATIONS OF THE SENDER

The sender of the shipment is responsible for:

  • the inner packaging of the postal item
  • indicating the actual value of the contents of the shipment with the indicated value
  • all damages caused by its shipment to other postal shipments, assets, and facilities of the postal service provider due to inadequate packaging.

COMPLAINTS ON SHIPMENTS

Postal service providers are liable for damage caused to registered items, items with a marked value, and packages in case of:

  • loss, theft, or damage to the shipment
  • exceeding the delivery deadline.

Every user of postal services has the right to file an objection to the decision, that is, to the procedure of the postal service provider in connection with access to services and the provision of services. The user can submit a complaint to the postal service provider within 15 days from the day he learned about the decision or procedure of the postal service provider.

The postal service provider is obliged to receive the complaint and respond to the submitted complaint:

  • The postal operator is obliged, at the request of the Agency, to submit data and documentation in order to decide on the complaint.
  • The Agency is obliged to decide on the complaint within 30 days from the day of receipt of the complaint.

With the decision to resolve the complaint, the Agency can:

  • reject the complaint as untimely
  • accept the request of users of postal services and oblige the postal operator to compensate for damages
  • reject the complaint as unfounded
  • suspend the procedure and instruct the service user to pursue his claims before the competent court.

If the postal operator does not act according to the decision of the Agency, the Agency can initiate the procedure of revocation of the special license and license, or deletion from the register of postal operators.

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