An Post Complaint and Dispute Resolution Procedures
‘Getting it sorted – Resolving your complaints’ sets out our service commitment to you in respect of our Mails service. The brochure may be downloaded in the English and Irish languages. Detailed procedures are set out below:
Making a complaint
- You can make a complaint about any aspect of our Mails service
- Any staff member will be able to direct you to the appropriate complaints channel
- You can complain
- by phone (CallSave Customer Services on 1850 57 58 59 or + 353 1 705 7600 Monday-Friday 9am-5.30pm),
- by mail (to An Post Customer Services, GPO, Freepost, Dublin 1),
- by email firstname.lastname@example.org,
- by fax + 353 1 809 0900
- or online at www.anpost.ie/enquiry.
Where the complaint is made by phone and if you have all of the relevant details, our customer services representative will complete the relevant form on your behalf
- You can complain whether you are the sender or the recipient of the item providing you have all the required detail
- You can complain within 1 month from receipt of an item; 3 months from posting of mail within Ireland; and 6 months from date of posting of international items. If your complaint is not about mail, this should be made within 1 month from the issue causing complaint taking place. If your complaint is outside these timelines and have all relevant documentation, we will try our best to resolve your complaint if possible
What happens next?
- Once we receive your complaint, we will acknowledge this within 3 working days with a unique enquiry number
- We will aim to resolve your complaint within 10 working days but we promise to resolve your complaint within the following time frames: 30 days (Ireland), 40 days (most international destinations where electronic means can be used to communicate), 60 days (all other international complaints)
- If your complaint takes longer to resolve than these time frames, we will be in touch regularly with more specific information
- If we don’t resolve the complaint within these time frames, you may be entitled to a payment of €15
- If you’re not happy with the outcome of the complaint you may contact the An Post Customer Advocate for a review of your complaint. Please note that you must have exhausted these procedures before you can do so
- You may also wish to contact ComReg or your local Small Claims Court. Again, you should exhaust these procedures before so doing.
- We will keep your records for a minimum of 2 years
Payment of compensation
- Registered Post items automatically include a certain amount of compensation if something goes wrong, and you can claim this. The compensation level depends on the value declared at the time of posting
- For Standard Post items, An Post pays compensation for items lost, damaged or substantially delayed (7 days within Ireland; 10 days for international items). Proof of posting may be required. The compensation payable includes the cost of the postage fee; the cost of the material in the mailing (the current cost of the replacement/reproduction of packaging and content), and a small compensation to cover any other relevant and reasonable costs incurred
- Compensation payments for Standard Post are generally made in stamps but you can ask for this to be paid by way of cheque. All other compensation payments are made by cheque.
- Consequential loss is not covered
- If we don’t meet the response and/or maximum handling times set out you may apply for a payment of €15