PE Post of Serbia

  July 23rd, 2017.

Frequently asked questions (FAQ)

  1. What do I need to do in order to authorize someone to collect my postal items?
  2. In which cases do I need to collect postal items at the post office?
  3. What do I need to do in order ot receive mail at a new, temporary address?
  4. What is the procedure for opening the post office boxes (PO Boxes) and how much it cost to use this service?
  5. How should I address the item for post restant delivery and how long is the item keept at the destination post office?
  6. Ten days ago I started the inquiry procedures for the item in domestic postal traffic and still have not received a response. Why is that so?
  7. How should I address the letter for the recipient who is a tenant?
  8. What are the services performed in the franchise post offices?
  9. What is the fastest way to send a letter abroad?
  10. How can I find a lost item?
  11. Is there an express letter at the Post of Serbia?
  12. What is the deadline for payment of money sent by postal money order?
  13. How do I check the balance on current account at Postal savings bank and order checks online?
  14. What is required of the documents and who should I contact regarding the introduction of a land line?
  15. I sent a parcel from abroad which contained wardrobe, and I paid the postage for the package. However, the recipient also had to pay, when collecting the parcel, some not so small amount, which was apparently related to customs duties. Why?
  16. Where can I find catalogue with postage stamps from last year?
  17. Do you perform valuation of postage stamps?
  18. How can I get a copy or duplicate of the receipt of payment of tuition fees from 6 months ago?
  19. How can I send money from Serbia abroad?
  20. When I was sendign an item, they charged me at the post office counter, in addition to regular postage for the item, the charity stamp, why?
  21. Can I send a COD item abroad?
  22. Where on the website of Post Office is a list of postal codes and can it be downloaded?
  23. Is it possible to send a box of cigarettes and bottles of alcohol abroad?
  24. Where can I find ads for Tenders published and can you send it by email?
  25. When I opened the parcel which was sent to me from abroad, I found out that it was missing part of the contents inside. What should I do, what is the procedure?
  26. What is the email address for sending complaint or compliments about the work of the Post?
  27. What is the expected transfer time for international postal items?
  28. In which cases and how can a user (private customer) submit a claim on postal services (except for financial services) of the Post of Serbia?

Answers


  1. What do I need to do in order to authorize someone to collect my postal items?

    The users of PE Post of Serbia’s postal services can realize those services through a legal representative, in accordance with the general regulations governing the Letters of Authorization.

    Letter of Authorization can be issued for the delivery of all items, specific types of postal items, or for a single item.

    Letter of Authorization, issued by the Post, is made on the “Authorization” form, in two or more identical copies, depending on the number of legal representatives. One copy of the Letter of Authorization shall be deposited in the Post Office, where it was issued, and the legal representative shall keep one copy for themselves.

    The user of the postal service can use one "Authorization" form to authorize a maximum of three persons. Number of legal representatives is not limited.

    If the grantor of the authorization authorized two or more persons using one form and wishes to change one of the representatives, he is obliged to revoke the current authorization and deposit a new one.

    In case that the user of a PO Box is a natural person who authorized another natural person to collect his postal items from the PO Box, this Letter of Authorization is issued for the delivery of all types of postal items. If the user of a PO Box is a legal entity, this entity is obliged to authorize one or more individuals to collect the items from the PO Box, and this Letter of Authorization is also issued for all types of postal items. A person authorized to grant authorizations can simultaneously be an authorized person.

    Letter of Authorization, issued by the Post Office, is valid until the date specified therein, but no later than the end of the calendar year in which it was issued.

    The Letter of Authorization, certified by competent authorities or legal entities, is valid until the date specified therein, and must be signed by an authorized person from those competent bodies, agencies or by those legal entities, as well as stamped by the same bodies, agencies, or entities. The authorized person is obliged to deposit a copy, a certified transcript, or a certified copy of the Letter of Authorization at the Post Office. Letter of Authorization, certified by the competent authority, agency, legal entity, or company, ceases to be valid upon the expiration of the deadline, revocation by the grantor of authorization, death of the grantor of authorization or the authorized person, assigning of a caretaker to the grantor of authorization, or other reasons prescribed by law.

    If the grantor revokes the granted authorization, he is obliged to send a written notice to the Post Office where the authorization was deposited.

    In the event of loss of the Letter of Authorization, the authorized person is obliged to inform, in writing, the Post Office where he received the postal items. The same shall be done by the grantor of authorization in case he was notified by the authorized person about the loss of the Letter of Authorization. The grantor of authorization shall, in that situation, give the new Letter of Authorization, if he still wishes to do so.

    To exercise the rights from the Letter of Authorization, the authorized person shall, upon request of the Post Office employees, submit the Letter of Authorization for the purposes of proving his identity.

    The Letter of Authorization cannot be issued to a person who does not have legal capacity, who is illiterate, or a person who is not able to sign the documents.

  2. In which cases do I need to collect postal items at the post office?
    Collection of postal items includes hand over of items to the recipient or authorized person at the premises of the post office in the following cases:
    • When the recipient receives the Advice of receipt of the item, in accordance with the provisions of the Regulations on special conditions for the provision of postal services of the Company;
    • When the items are addressed to recipients - users of PO Boxes, regardless of whether these items are marked with the number of PO Box;
    • When the items are addressed to natural persons, and the address of the recipient contains the name of PO Box user;
    • When the items are addressed to poste restant, and
    • In other cases, in accordance with the agreed terms with the user.
  3. What do I need to do in order ot receive mail at a new, temporary address?
    The recipient may request reforwarding of postal items, except for the court letters, to the new temporary address. The recipient has to submit Request in writing to any post office and pay the postage according to the determined price list. Term for treatment upon such a request can not be longer than 90 days. If submit an application in the mail that is not responsible for service delivery, the recipient is obligated to pay for shipping and postage mail request destination by the quickest method.
    The most practical is that the request for nadoslanje mail a new temporary address submitted in its sourcing mail.
  4. What is the procedure for opening the post office boxes (PO Boxes) and how much it cost to use this service?
    In the post offices that have post office boxes (PO Boxes), natural and legal persons can open the post office boxes (PO Boxes). You have to fill in the appropriate form – request for using a PO Box, and using a PO Box is free of charge, if officials at the post, after a period of consideration of arrived items for the user, estimates whether the request for opening the PO Box is justified. From the documents, when applying to open PO Box, natural person must have an identity card and the representative of a legal person, company stamp and authorization.
  5. How should I address the item for post restant delivery and how long is the item keept at the destination post office?
    The item should be addressed in the following way:
    POST RESTANT
    First and last name
    xxxxxx Destination
    After the arrival at the section for Post restant in the destination post office, the item is kept for 30 (thirty) days upon arrival.

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  6. Ten days ago I started the inquiry procedures for the item in domestic postal traffic and still have not received a response. Why is that so?
    The Company is required to make a statement about the outcome of inquiry proceedings in the domestic postal traffic within 30 (thirty) days from the date of making the inquiry.
  7. How should I address the letter for the recipient who is a tenant?
    For item sent to the recipient who is a tenant, the address, besides the name and surnames of the recipient has to contain the name of the landlord.
  8. What are the services performed in the franchise post offices?
    The franchise post offices performs services which the Company agreed with the representative, in accordance with the signed contract, and for more information on the manner, procedure and all matters relating to the opening and operation of franchise post office, contact the Postal Network Function, e-mail: dirposmre@jp.ptt.rs.
  9. What is the fastest way to send a letter abroad?
    As an airmail item or as EMS item for certain world countries.
  10. How can I find a lost item?
    If it is the registered letter, the sender has to initiate the inquiry procedure, and upon advice of receipt. Inquiry procedure, as a rule, should be initiated at the post office where the letter was handed over, but it can also be initiated at any post office. The international postal traffic, Inquiries may be submitted at any post office, with advice of receipt.

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  11. Is there an express letter at the Post of Serbia?
    There is Post Express item. You can find out more on the website www.postexpress.rs.
  12. What is the deadline for payment of money sent by postal money order?
    The deadlines for the transmission and delivery of postal money orders are:
    • Two working days in a local delivery area;
    • Three working days in the rural delivery area;
    • Five working days in the remote delivery area.
    The deadline for the payment of money order is 30 days from the day following receipt of the money order.
    When it comes to legal persons, the deadline for payment can be arranged to be less than 30 days.
  13. How do I check the balance on current account at Postal savings bank and order checks online?
    For all questions related to current accounts opened in this Bank, visit its website at www.posted.co.rs.
  14. What is required of the documents and who should I contact regarding the introduction of a land line?
    For all information on the introduction of a land line you need to contact existing land line operators who do business in Serbia.
  15. I sent a parcel from abroad which contained wardrobe, and I paid the postage for the package. However, the recipient also had to pay, when collecting the parcel, some not so small amount, which was apparently related to customs duties. Why?
    All items that containing goods are subject to customs inspection and any customs duties, so for more information, contact the Customs, www.carina.rs.

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  16. Where can I find catalogue with postage stamps from last year?
    You can find catalogue with postage stamps on the internet website of the Company www.posta.rs., on the page "Philately".
  17. Do you perform valuation of postage stamps?
    Post of Serbia does not deal with valuation of postage stamps, for that you can contact Union of Serbia philatelist.
  18. How can I get a copy or duplicate of the receipt of payment of tuition fees from 6 months ago?
    When you do not have a receipt of payment, it is necessary to know the following information: post office in which you made payment, payment date, the current account to which the payment was performed and the amount paid.
    At the post office where the payment was made you shall submit a request for the issuance of copies, and you will receive a certified copy of the order for payment.
  19. How can I send money from Serbia abroad?
    Money can be sent abroad by international postal money order or by Western Union money order. Visit our website for detailed information, by clicking on the following link: International postal money order or Western Union.
  20. When I was sendign an item, they charged me at the post office counter, in addition to regular postage for the item, the charity stamp, why?
    Regulation on charging charity stamps is issued by the Government of the Republic of Serbia, and the Company is required to apply it.

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  21. Can I send a COD item abroad?
    At this moment it is not possible to send a COD item abroad.
  22. Where on the website of Post Office is a list of postal codes and can it be downloaded?
    Postal codes are located on the Company's website www.posta.rs - click on "Find post office" you can see the map and you can click to the specific city and you will see postal network units belonging to the area (working unit). There is no option to download the database in electronic form.
  23. Is it possible to send a box of cigarettes and bottles of alcohol abroad?
    When sending parcels abroad, it is necessary to know whether the items that you are sending are banned from import into the destination or transit country.
    The list of prohibited items and conditionally acceptable for import into or transit through countries of the world, you can find on the website of the Company, following the path: Send / Parcel / Citizens / International traffic.
  24. Where can I find ads for Tenders published and can you send it by email?
    All advertisements for tenders can be found on the website the Public Procurement Office and we do not distribute these ads by e-mail.
  25. When I opened the parcel which was sent to me from abroad, I found out that it was missing part of the contents inside. What should I do, what is the procedure?
    Recipient or authorized person may claim a damaged or reduced content of the registered item, in this case the parcel, immediately upon delivery of the item, and not later than next working day. In this case the post office is obliged to execute the commission in the presence of the item recipient or an authorized person and to make minutes of the defects of the item.
    If the recipient or an authorized person declares a claim after he received the parcel, he shall submit a statement that damage or reduced content of registered item did not occur after delivery.
  26. What is the email address for sending complaint or compliments about the work of the Post?
    All complaints or compliments regarding the work of the Post can be sent to the following e-mail: contact@ptt.rs
  27. What is the expected transfer time for international postal items?
    Post of Serbia cannot guarantee the time limits for transfer of international postal items, however the expected transfer time limits for international postal items are the following:
    • Air (priority) international letter-post items
      • Europe – from 2 to 5 days
      • Other countries of the world– from 5 to 10 days
    • International EMS items:
      • Europe – from 2 to 5 days
      • Other countries of the world– from 5 to 12 days
    • International parcels – from 7 to 15 days
  28. In which cases and how can a user (private customer) submit a claim on postal services (except for financial services) of the Post of Serbia?
    User can submit a claim when he thinks that the service provided to him by the Enterprise is not in compliance with the agreed one and if it doesn’t have properties which he demanded, i.e. reasonably expected, and especially:
    • For non-performance or partial performance of the service,
    • For damage or impairment of the content of recorded item,
    • As a claim for compensation due to the loss, i.e. exceeding the time limit for the delivery of a recorded item, upon finalization of inquiry procedure,
    • For incorrectly calculated service price (postage),
    • - In case of rejection of providing a service, which otherwise could have been provide.
    User (private customer), as a rule, submits a claim by filling in the Claim Request Form available here.
    Claim can be submitted through regular or electronic mail, or it can be submitted directly in the post office or to the professional services of organizational units of the Enterprise, responsible for receiving writs.
    User needs to submit, together with the Claim Request, a copy of the Certificate of Posting, or other evidence regarding the realization of the services for which he is submitting the claim.


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