Code of Practice for Complaint Handling

1. Introduction

Budget Parcel (Victacom Limited t/a Budget Parcel) is committed to providing clear, simple and inexpensive procedures for handling complaints from postal service users, in accordance with Section 43 of the Communications Regulation (Postal Services) Act 2011 and ComReg’s Guidelines (ComReg 14/06).

This Code of Practice explains how you can make a complaint, how we will handle it and the remedies that may be available.

2. Scope

This Code applies to complaints about international postal and courier services provided by Budget Parcel, including loss, damage, delay and service quality issues, for items posted in Ireland for delivery outside Ireland.

3. How to Make a Complaint

If you are unhappy with any aspect of our service, you can contact us using one of the following channels:

Complaints can also be made in writing to:

Budget Parcel (Victacom Limited)
Unit 1, North Park
North Road
Finglas
Dublin 11
D11 E6C3
Ireland

3.1 Time Limit for Making a Complaint

Because we handle international mail, complaints must normally be made within 6 months of the date of posting the item.

3.2 Information We Need From You

To help us investigate your complaint efficiently, please provide:

  • Your name and contact details
  • The item’s tracking or reference number
  • Date and place of posting
  • Name and address of the sender and addressee
  • A clear description of the issue (e.g. loss, damage, delay)
  • Any supporting documents (e.g. receipts, photographs, correspondence)

If you need assistance in making a complaint, our staff will help you to set out the details.

4. Recording and Acknowledging Your Complaint

All complaints are recorded in our secure internal customer service system. For each complaint we record:

  • Your contact details
  • Tracking/reference number
  • Date we received the complaint
  • Details of the issue
  • Actions taken and the final outcome

Every complaint is assigned a unique reference number. We will acknowledge your complaint within 1–3 working days, confirming:

  • That we have received your complaint
  • Your complaint reference number
  • How we will contact you
  • The expected response timeframe

5. How We Investigate and Respond

5.1 Investigation Process

Your complaint will be investigated by our customer service team. They will:

  • Review our internal tracking and operational data
  • Contact our international postal or logistics partners, where relevant
  • Request any additional information needed from you
  • Assess all information fairly and objectively

5.2 Response Times

We aim to resolve complaints as quickly as possible:

  • We normally provide a full response within 7–10 working days.
  • Some complaints may take longer, for example where we are waiting for information from an international partner.
  • In all cases, we will seek to resolve your complaint within 40 days of receipt.

If there is a delay, we will keep you informed and provide an updated timeframe.

5.3 Communication of the Outcome

We will explain the outcome of our investigation to you in clear language, including:

  • What we have found
  • Any remedy or redress being offered
  • Any further steps you may take if you are not satisfied

We will usually respond by email, or by another method you have requested.

6. Remedies and Redress

If your complaint is upheld, we may offer one or more of the following, depending on the circumstances:

  • Compensation of up to €10.00
  • Refund of postage fees, where appropriate
  • Re-dispatch of the item, where feasible
  • Practical steps to remedy the issue
  • A goodwill gesture

The level and type of redress will depend on:

  • The cause of the problem and who is responsible
  • The impact on you
  • The terms and conditions of the service used

Where compensation or other redress is agreed, we typically issue it within 10 working days.

7. Complaints Involving More Than One Postal Service Provider

Many international items are carried jointly by Budget Parcel and one or more overseas postal or logistics partners. If your complaint involves another postal service provider:

  • We will liaise directly with the relevant partner(s) and request an investigation.
  • You will not be required to contact the foreign operator yourself.
  • We will incorporate the partner’s findings into our explanation and decision.
  • We will keep you informed of any delays caused by partner investigations.

Budget Parcel remains responsible for progressing and resolving your complaint with you.

8. Escalation – Independent Internal Review

If you are not satisfied with our final response, you may ask for an independent internal review.

8.1 How to Request an Internal Review

You should contact us within 30 calendar days of our final response, by emailing:

Please include:

  • Your complaint reference number
  • A short explanation of why you are unhappy with our response
  • Any additional information you would like us to consider

8.2 Review Process

Your complaint will be reviewed by an internal independent complaint review officer who was not involved in the original handling of your case. The review officer will:

  • Re-examine the complaint and all evidence
  • Consider any new information you provide
  • Decide whether the original decision should be upheld, changed or improved

A written decision will be issued within 30 days of receiving your request for review. If the officer finds in your favour, further remedies, including compensation up to €10.00 or practical corrective actions, may be recommended.

9. External Escalation Options

If you remain dissatisfied after our internal processes have been completed, you may seek assistance from external bodies, including:

Commission for Communications Regulation (ComReg)
One Dockland Central
1 Guild Street
Dublin 1
D01 E4X0
Ireland
Tel: +353 1 804 9600
Email: consumerline@comreg.ie
Website: www.comreg.ie

You may also be able to take a claim to the Small Claims Court. Further information is available at www.courts.ie.

10. Retention of Complaint Records and Data Protection

We retain complaint records for 24 months from the date the complaint is closed. These records include:

  • Your contact details
  • Details of the complaint and supporting documents
  • Investigation notes and correspondence, including with international partners
  • Our decision and any redress provided
  • Internal review documentation, where applicable

Records are stored securely in electronic form and access is restricted to authorised personnel. We handle all personal data in accordance with:

  • The General Data Protection Regulation (GDPR)
  • The Data Protection Act 2018
  • Our internal data protection and retention policies

After 24 months, complaint records are securely deleted or anonymised in line with our retention policy.

11. Staff Training and Continuous Improvement

Staff involved in complaint handling receive training and regular guidance on our procedures, regulatory obligations and customer care standards.

We monitor complaint volumes and types to identify trends and areas for improvement. Where appropriate, we update our services, processes and this Code of Practice to better meet the needs of postal service users.

12. Contact Information

Budget Parcel (Victacom Limited t/a Budget Parcel)
Unit 1, North Park
North Road
Finglas
Dublin 11
D11 E6C3
Ireland

Website: https://budget-parcel.com
Customer Service Email: info@budget-parcel.com
Customer Service Phone: +353 857859750
Mobile / WhatsApp / Viber: +353 857859750