Organization : Gibraltar Regulatory Authority
Type of Facility : Lodging a Complaint with your Postal Service Provider
Country: Gibraltar
Website : https://www.gra.gi/postal-services#
Lodging a Complaint with your Postal Service Provider :
If you are not satisfied with the service you have received, you should first approach the postal service provider and lodge a formal complaint.
Related : Police Authority PCB Complaint Form Gibraltar : www.statusin.org/8770.html
Subject to the nature of the complaint, adequate time must be allowed for the issue to be investigated and resolved. In many cases your service provider will be able to rectify your situation without you having to take the matter any further.
Remember these points when making a complaint with your postal service provider:
** Clearly identify what the problem is and the desired outcomes from making your complaint;
** Support your case with copies of any relevant documentation. Remember you should always retain copies of any correspondence or official documentation (receipt, certificate of posting);
** Keep notes of what you do, whom you speak to, any relevant dates and what they said or promised to do;
** Record the date and time when you made your complaint and the reference number, if one was assigned to you
If the matter remains unresolved** :
If you have exhausted your postal service provider’s complaints procedure and received a final response stating that they have completed their investigations, and you are still not satisfied with the response and/or remedy offered, the Authority may be able to help you.
Submitting a complaint to Gibraltar Regulatory Authority:
All complaints should be submitted to the Authority in writing to the address below:
Gibraltar Regulatory Authority
Postal Services Division
2nd Floor, Eurotowers 4
1 Europort Road
Gibraltar
GX11 1AA
Alternatively, you may e-mail us at postal@gra.gi
Please remember to provide full details of your complaint. This should include the information listed below:
** An explanation of the reason for your complaint;
** The product or services concerned;
** Legal basis for the complaint, if any;
** Details of any contact/correspondence with the relevant postal service provider.
Your complaint should be submitted together with any relevant supporting information and documents attached (these may include postal service provider’s complaint form, certificate of posting, exchange of emails or correspondence, final response letter or other evidence to support your complaint)
How will we handle your query or complaint? :
The Authority aims to acknowledge all submissions within two working days of receipt. If the Authority opens an investigation into a complaint, it will notify the complainant and the relevant postal service provider.
The Postal Service Provider may be sent a copy of the complaint and requested to provide a statement in response. On receipt of the said statement, the Authority will consider whether further information is required and continue with the correspondence as necessary.
The Authority’s investigations will be open and transparent. Any information and/or correspondence relating to your complaint will be accessible to all parties involved, unless there are valid confidentiality concerns or tactical considerations (such as the undesirability of alerting the target of an investigation). However, this will be subject to the provisions of the Data Protection Act 2004.