The number of registered postal items in Romania in 2025 exceeded 600 million, and the steady growth in postal traffic in recent years reflects the development of e-commerce and the increasingly frequent use of postal services, according to National Authority for Management and Regulation in Communications (ANCOM), informs Agerpres.
In this context, the institution brings users to mind, both individuals and legal entities that in the event of total or partial loss, damage, total or partial destruction, or theft of a postal item, they must first contact the postal service provider by submitting a prior complaint.
The prior complaint can be submitted by either the sender or the recipient within six months from the date the postal item was posted, which is the day the item was collected by the provider.
In turn, the postal service provider has the obligation to solve the prior complaint within 3 months of its submission, and in the case of justified complaints, it compensates the sender of the item, who may waive their right to compensation in favour of the recipient.
The ANCOM underscores that for domestic postal items, providers are liable, according to the legislation in force, in cases of theft, total loss or total destruction - with an amount equal to five times the service tariff for postal items that are not covered by a declared-value service or a cash-on-delivery service; with the full declared value if the item was sent through a declared-value service; with the cash-on-delivery amount for items sent by cash-on-delivery services, without a declared value; and in all cases the provider also refunds the cost of the transport fee, if it was paid.
Furthermore, for partial loss, partial destruction or damage to a parcel, the provider is liable for the declared value of the missing, destroyed or damaged part, or for the proportional share corresponding to the missing weight from the declared value, for postal items sent through a declared-value service, and with an amount equal to five times the service tariff in cases of partial loss, partial destruction or damage of postal items not covered by a declared-value service.
In regard to users' compensation, if the postal service provider refuses to accept responsibility and, consequently, to grant compensation, users must address the court within the general one-year period from the date the postal item was posted. The court claim may be filed regardless of whether a complaint with the same object has been submitted to the ANCOM or not.
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