Complaint Procedure

Consumers should in the first instance contact their postal service provider with regard to the handling of any complaints regarding postal services provided.

In accordance with section 39 of the Communications Regulations (Postal Services) Act ("2011 Act") the
provision of complaints and redress procedures in accordance with section 43 of the 2011 Act is a condition of
all postal service provider’s authorisation.

ComReg has published “Complaints and Redress Procedures: Guidelines for Postal Service
Providers” ComReg Document 14/06 which provide guidelines to all postal service providers, to assist in drawing up and implementing a code of practice that sets out the procedures, standards and policies with respect to the postal service provider’s handling of complaints from postal service users, in accordance with Section 43 (1) of the 2011 Act.

If you wish to make a complaint, forward your issue:

online http://budget-parcel.com/en/page/contacts
by e-mail info@budget-parcel.com
by phone: 018235701 (Monday-Friday 9:00-17:00)
mobile / viber / whatsup: 0857859750 (Monday-Friday 9:00-17:00)

Timescales for you to make a complaint:

As BUDGET PARCEL deals only with the international mail, the timescale for you to make a complaint is limited
to 6 months from the date of posting the item.

Timescales for us to resolve your complaint:

1-3 days we will respond to you confirming the receipt of complaint along issuing the unique reference to it. We would aim to resolve the issue within shortest period possible, normally 7-10 working days. However, some complaints would require longer period of time, as we may have to receive the response relating to your issue from the international parties.

In all cases your complaint should be resolved within 40 day of it receipt. In the unlikely event of the delay, you would be informed of such delay and may be entitled to the compensation up to €10.00 euros.

Customer Advocate / Independent review

If your complaint isn’t resolved to your satisfaction, you may ask to have it reviewed by internal independent complaint review officer. The officer provides free, independent reviews of complaints to help achieve impartial solutions. A complaint must be escalated to the officer within 30 calendar days of the final response. Please forward e-mail with details of your enquiry including details of the exact issues being disputed and copies of all documents relating to the dispute to: office@budget-parcel.com stating the subject Complaint review. The independent review team will issue a decision within 30 days of receiving the complaint, setting out the Ωreasons behind the decision. If the officer finds in favour of the complainant, compensation of up to €10.00 euros may be payable or some other practical action may be recommended.

External Agencies

If you are not satisfied with the steps taken by BUDGET PARCEL to resolve your complaint, or with the results of our investigations, you can seek assistance from a number of external agencies to help you with appeals.

These are:
Commission for Communications Regulation (ComReg)
Abbey Court, Irish Life Centre Lower Abbey Street, Dublin 1
Tel: +353 1 804 9600
LoCall: 1890 22 96 68
Fax: +353 1 804 9680
email: consumerline@comreg.ie
Small Claims Court
Contact the Small Claims Office in your district. Visit www.courts.ie

Compensation for Service Failure

Please refer to our Terms and Conditions http://budget-parcel.com/en/page/conditions-of-carriage

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