Module 5

Delivery

In the Republic of Moldova, 70 postal service providers are registered under the jurisdiction of the National Agency for Regulation in Electronic Communications and Information Technology (ANRCETI).

Out of all of them, 12 post offices, in addition to domestic ones, also operate with international delivery.

Every user of postal services has the right to a universal service that is provided with established quality at affordable prices throughout the territory of the Republic of Moldova.

THE UNIVERSAL SERVICE INCLUDES:

  • collection, sorting, transport and distribution of domestic and international postal items weighing up to 2 kg,
  • collection, sorting, transport and distribution of domestic and international postal parcels weighing up to 10 kg,
  • distribution of postal parcels weighing up to 20 kg, sent from outside the territory of the Republic of Moldova to an address located on its territory,
  • domestic or international registered delivery service.

The universal service provider is obliged to publish the prices for the provision of the universal service, approved by ANRCETI, on its website and in the commercial premises intended for users of postal services.

SHIPPER’S OBLIGATIONS
The sender of the shipment is responsible for:

  • the inner packaging of the postal item
  • to indicate the actual value of the contents of the marked value shipment
  • for all damages caused by his shipment to other postal items, assets and facilities of postal service providers due to inadequate packaging

CLAIMS ON SHIPMENTSPostal service providers are liable for damage caused to registered mail, marked value mail and packages in the event of:

  • loss, theft or damage to the shipment and
  • exceeding the delivery deadline

Every user of postal services has the right to object to a decision, or to a procedure taken by the postal service provider in relation to access to services and the provision of services. The user can submit an objection to the postal service provider within 30 days from the day he learns about the decision or procedure of the postal service provider.

The postal service provider is obliged to receive a complaint and respond to a submitted complaint:

  • within 30 days for postal items in internal postal traffic and
  • within two months for postal items in international postal traffic.

In cases where the user of postal services does not receive an answer to the complaint from the provider of postal services, is not given the opportunity to submit a complaint, or is dissatisfied with the response after the complaint, he has the right to file a complaint with ANRCETI after expiration of the term specified above.

If there is a need for a complaint, the buyer submits it directly to the e-merchant, and the e-merchant with his rights and obligations listed above responds appropriately to the post office after receiving the complaint.