PE Post of Serbia, as a public postal operator, is a provider of postal services with obligation of universal postal service and exclusive right to provide reserved postal services. The reserved postal services, when it comes to letterpost services, include collection and/or transfer and/or delivery of all letterpost items weighing up to 100g and determined limits up to the tripled amount of postage for letters of the first weight rate and the fastest transmission as well as legal correspondence regardless of the limits.
Types of letterpost services and their characteristics
Letterpost services include the following:
- Letter is every written statement in a closed cover (envelope), and any other item which, in terms of size and weight, complies with the conditions for the letter, even if it does not contain a written statement.
Cover or package of the letter must ensure inviolability of its content in all phases of postal services. Exceptionally, letterpost item can be received in an open envelope if it contains a greeting card or postcard.
A letter may weigh up to 2kg, and it must match the following dimensions: the sum of its length, width and height must not exceed 900mm, while the greatest of all such dimensions may not be over 600mm. The minimum dimensions of a letter are 90×140mm.
If a letter is cylindrical, largest dimension corresponds to the sum of length and two diameters up to 1,040mm, while the greatest of all dimensions may not exceed 900mm. The minimum dimensions of a cylindrical letter corresponds to the sum of its length and two diameters at the minimum 170mm, in which case the letter’s length may be minimum 100mm.
- Postcard is an open mail item, without cover (envelope) weighing up to 20g.
It is made of hard cardboard or paper in the shape of a rectangle and it cannot have bulging or protruding parts.
Its minimum dimensions of postcard are 140×90mm, and maximum 120×235mm. Postcards are considered to be all types of picture postcards whose dimensions correspond to those of a postcard.
A postcard not complying with the above specifications is charged as a letter.
- Flats or printed matter are open letter post items that contain books, newspapers, magazines and other printed material that do not have the nature of personal correspondenceand are printed in numerous identical copies on paper, cardboard or other material.
Flats can also contain bills, purchase order, dispatch note, payment orders, magnetic media, CDs, etc. relating to the contents of the item and they make its integral part. Flats may include dedication.
Flats can weigh up to 5 kg in domestic postal traffic with dimensions that correspond to those of a letter.
- Cecogram or mail for the blind includes correspondence, literature in any form, including sound recordings intended solely for the needs of blind and visually impaired people, as well as equipment and materials of any kind designed or adapted to overcome the problem of blindness. Its dimensions correspond to those of a letter.
Cecogram may weigh up to 7kg and have dimensions corresponding to those of a letter.
In domestic postal traffic cecograms are postage free.
Special services that the sender can choose when posting a letterpost item
Special services imply services where the sender when posting the item can request special handling of that item in all or certain phases of postal services. Letterpost items with requested special service are usually also recorded items (with recorded number of reception). For all recorded items it is mandatory for sender to indicate his address, unless it is marked “for competition”, “for bidding” and etc.
Most frequently requested special services when posting the letterpost items are:
- Registered letterpost item is a recorded item, without the indicated value, for which the sender receives a receipt when posting it, and upon its delivery, the recipient signs a proof of delivery and it is recorded separately at all stages of providing the postal services through bar code contained on the item. All registered letterpost items must have at the top left corner of the address side, below the address of the sender (if there is one) a bar code label marked "R" and the number of the item. Tracking the status of registered item shall be based on the reception number of the item on the company website in the section entitled "Tracking the status of the item" or by calling the information service of the Post of Serbia on the number: 0700 100 300.All letterpost items (letter, postcard, flats or cecogram), except for the addressed direct mail in domestic postal traffic, could be sent as a registered items. Registered items cannot contain money, securities and other precious items.
- Letterpost item with insured value - insured letter is a recorded letterpost item, insured up to the amount of its insured value, indicated by the sender. The insured value, as a rule must correspond to the real value of its contents, or to the importance of the item to the sender, but it is allowed to indicate only a part of its value. The insured letter is recommended if you want to send some valuable objects, documents and securities.
- COD (Cash on Delivery) letter is a recorded letterpost item with insured value, which is delivered to its recipient upon collection of the COD amount on behalf of its sender.
- Letterpost item with a return receipt is an item for which the sender requests a written confirmation of delivery, on a form "Return receipt", which is sent back to the sender as an ordinary letter post item. Registered postal items, insured items and recorded delivery items may be posted as postal items with return receipt.
- Recorded delivery item is a recorded letter in domestic postal traffic, without the indicated value, for which the sender receives a receipt when posting it, and upon its delivery, the recipient signs a proof of delivery. All recorded delivery items must have at the top left corner of the address side, below the address of the sender (if there is one) a bar code label marked “A“ with the number of the item. This kind of item is recorded only in the phases of reception and delivery. The user can require this service only for letterpost items, with the possibility of using special services (Personal delivery - LU, Return receipt - AR).
It is not allowed for this type of items to contain money, securities and other precious item.
- Item with personal delivery to the recipient is a special service that implies delivery of the item only to its recipient. In domestic postal traffic, just recorded postal items could be sent as items with personal delivery.
Item with personal delivery to the recipient must have visible written mark “Personal“ or a label with the same mark, in the top left corner of the address side.
Services per sender’s/addressee’s request and automatically provided services relating to the letter post services in domestic postal traffic
Range of services of the Enterprise is completed by the Services per sender’s request, Services per addressee’s request and Services per sender’s and addressee’s request.
Services per sender’s request
- redirecting recorded items to a new address, except for the court letters;
- returning items from the receiving post office, before dispatch;
- inquiries for recorded items;
- issuing additional proof of receipt;
- packaging and addressing of items and filling-in the forms.
Services per addressee’s request
- keeping postal items, except for the court letters, in the post office outside of time limits, up to 30 (thirty) days;
- delivering poste restante item to the address;
- delivering recorded mail as restricted mail;
- using the P.O. boxes;
- re-delivered postal items in domestic and international postal traffic.
Services per sender’s and addressee’s request and automatically provided services relating to the letter post services in domestic postal traffic
- issuing receipt or certified copy which refers to the delivery of a recorded item.
Services provided automatically
Services connected to postal items which the Enterprise provides without the request of sender of addressee, when it comes to letter post services in domestic postal traffic are the following:
- returning the undelivered items;
- receipt and recording of power of attorney;
- re-packing of items with damaged content and making of Minutes on irregularity of item
- storage of items until collection (storage fee), according to the determined time limits;
- transfer and delivery of letters or postcards for which the postage is not paid, or it’s insufficient;
- returning the overpaid postage.
Letterpost items shall be delivered in the following time limits:
- two business days in the urban delivery area;
- three business days in the remote delivery area;
- five business days in the rural delivery area.
These time limits for transfer and delivery shall not include: the reception day of item, days when the Post is not working or it does not perform deliver and dispatch of items and public and other holidays celebrated in the Republic of Serbia.
Company has divided the delivery areas on which the universal postal service is provided, in order to cover all populated areas of the Republic of Serbia. This division is as follows:
- urban delivery area, where the universal postal service is performed every working day, and at least 5 (five) days a week, except in case of public and other holidays celebrated in the Republic of Serbia, higher power and threat to the health and safety of employees;
- remote delivery area where the universal postal service is performed at least two times a week;
- rural delivery area where the universal postal service is performed at least once a week.
You can find more details about delivery and collection at the post office for your address here.
Depending on the territory on which you are located, you may contact some of the working units of postal traffic or Services Function for any further information on letterpost services.
- Is it possible to track recorded letterpost items electronically?
Yes, it is possible to track electronically all recorded letterpost items: insured and registered items. The System for electronic tracking and tracing of postal items, enables the customer of postal services to receive information on the status of certain types of recorded postal items, by calling the information service on the number 0700 100 300 or by checking the company’s website.
- What is the difference between the classic registered item and recorded delivery item?
Registered item allows customers additional quality in terms of higher security of letterpost items. Such item has a bar code, which enables its electronic recording in all phases of technological processes and tracking of the status of the item. Unlike the registered item, recorded delivery item is recorded only in the phases of reception and delivery and therefore it cannot be electronically tracked.
- What is the way of tracking the registered item?
Tracking the status of registered item is done by using Track & Trace system, according to the reception number, i.e. bar code of the registered item. Information on the status of the registered item can be obtained by calling the Informative centre 0700 100 300 or on the company website www.posta.rs, in the section titled “Status tracing“.
- When will the recorded delivery items be delivered?
Time limits for the recorded delivery items are the same like for other letterpost services in the domestic postal traffic: for local delivery area, i.e. city areas delivery time limit is 2 working days, with over 80% of items delivered on the next working day.
- Which documents are used to prove the identity?
If it is necessary to prove the identity, the user of postal services can prove his identity with the following documents:
- Identity card;
- Refugee identity card
- Other documents issued by the relevant authorised public body and maintained in the official records, containing a photo, registration number of the documents and personal data (first and last name, place and date of birth, personal identification number );
- foreign passport, national identity card of foreigners, passport for foreigners and foreigner identity card issued by the competent authority in the Republic, as well as other documents on the basis of which the identity of its holder - a foreign citizen can be determined, and they must contain the image. Exceptionally, a proof of identity can be a witness’ statement, along with the signature besides the signature of the recipient, with the obligation to include data from personal documents on the basis of which the identity of the witness was established.
- What is the proper way to address the item?
Postal item may contain only one address of a sender and one of a recipient. On the address side of the item the address of the recipient must be written clearly and legibly, containing all the data for fast and correct dispatch and delivery. Data of the address on the item must be indicated one below the other in the following order:
- Title, name and surname of the recipient, or the company name,
- name and number of the street, sub-number, apartment number or PO Box number, or name and number of military post office or mark „post restant” / „poste restante",
- name of the settlement (destination),
- number and name of the delivery post office,
- postal address code (PAK) For items that are addressed to „poste restante”, PO Box or military post office, the sender is not obliged to specify the postal address code (PAK) of the destination post office.
- name of the destination country, in international postal traffic.
- What articles are forbidden to be sent within postal items?
- Dangerous and harmful substances, objects whose transfer could jeopardise health and lives of people, other postal items etc.;
- Narcotics, except when the recipient and the sender are legally authorised to transfer them;
- Live animals, except for animals whose transfer is determined by special conditions for the provision of postal services
- Other goods and object whose transfer is prohibited by law and other regulations.
- How to pack and close the postal items?
Packing means putting the contents of the item in the adequate wrapper, in order to secure the contents. Packing must match the type, nature, content, form, size, weight and value of the item.
Sender shall pack the item so it protect its contents, employees who sort the items and other items and postal equipment. All postal items must be packed, expect for those who due to the size, do not need packing (box, barrel, pieces of wood, etc.)
The sender shall cross-connect with rope each item whose shape allows it, or whose packing does not provide full security to the item’s content in the phases of postal services, bearing in mind that the strength of the rope must correspond to the weight of the item.
In case the sender is handing in the item that does not meet the requirements in terms of packing and closing, he is required to correct the irregularities, otherwise the employee will refuses to accept the item.
- Where can I hand in the postal item?
The postal items are collected:
- At post offices (for all types of postal items);
- Through postal and collective mailboxes (only unrecorded letterpost items); and
- At the address of the sender (only those items whose collection is prescribed by the special act of the Company, and according to the signed contract with the customer).
- How is the delivery of postal items performed?
The delivery of postal items means delivery of items to the recipient or an authorised person at the indicated address (home delivery) or hand over of the item to the recipient or an authorised person within a post office (post office delivery), through home or collective mailboxes and so on.
Unrecorded letterpost items may be delivered to home mailboxes, while recorded letterpost items are delivered with confirmation of reception with the signature of the recipient / authorised person on the relevant postal form. In case of unsuccessful delivery of recorded letterpost items, the postman leaves an advice of receipt in the addressee’s mailbox with notification when and in which post office to collect the item.
- How long can the postal item be kept in the post office?
Postal item are kept in the post office for:
- 24 hours – if the item contains live animals;
- 10 (ten) days - for recipients who live in the rural and remote delivery area;
- 15 (fifteen) days – for parcels in international traffic for recipients who live in the local and rural delivery area;
- 30 (thirty) days - for items addressed to poste restante, for parcels in international traffic for recipients who live in the remote delivery area;
- 5 (five) working days - for recipients who live in the local delivery area;
- 5 (five) working days - for recipients who use PO Box.
- How can I turn back the postal item which was misdelivered to me?
The post office must take back the misdelivered items. The post office shall compensate the person who received the item for the entire amount of cost charged from him/her upon delivery. The post office shall receive misdelivered items even if they were opened. For the returned opened postal item the post office shall make a verification note.
The postmen may accept already delivered items on the address of the recipient only if they were misdelivered and unopened.
- What is the procedure and what are time limits for filing a claim at the post office?
Customer may file a claim to the Company for the following:
- for non-delivery or exceeding the time limit for delivery of items, within six months, counting the time limits from the day following the day of reception;
- for damaging or lessening of the contents of recorded item, immediately upon delivery or the following working day upon reception at the latest and
- for non or partial performance of services, as well as for overcharged postage, within six months, counting the time limits from the day following the day when the service was requested.
Company shall make a statement on the validity of the claim in the domestic postal traffic within the time limit of 30 (thirty) days following the day of its submission.
- What are compensations for the lost items and for the exceeding of delivery time-limits?
In case of established liability of the Post, the sender or the authorised person shall be given the compensation in the following cases:
- Loss or full damage of the registered item without the insured value - ten times the postage paid for the item. If it is the item for which the recipient should pay the postage – the compensation is reduced for the unpaid postage;
- Loss or full damage of the registered item with the insured value - the amount of insured value increased for the charged postage per value and ten times the postage paid for the item, excluding the postage per value. If it is the item for which the recipient should pay the postage – the compensation is reduced for the unpaid postage;
- Exceeding of transfer & delivery time-limits for the recorded item without the insured value - five-time the postage paid for the item;
- Exceeding of transfer & delivery time-limits for the recorded item with the insured value - five-time the postage paid for the item, excluding the postage per value;
- Damaging or lessening of the contents of recorded item – the amount of the determined or estimated damage or lessening of the contents of the item, but no more than the amount that would be paid in case of loss or complete damage of the item;
- For non or partial performance of services - five times the postage paid for the item increased for the single amount of the possibly charged return postage;
- Overcharged postage - the amount of overcharged postage.
If the customer has the right to compensation, the Post has to pay such compensation within 30 (thirty) days following the day of request submission.
The Post is not liable for loss, rifle or damage of item with the insured value when it is determined that the insured value was falsely indicated to be higher than the actual value of the content.