There are 14 registered postal companies operating in Bosnia and Herzegovina that are under the jurisdiction of the national regulatory body in the field of postal services, the Agency for Postal Services of Bosnia and Herzegovina. Of all of them, 11 postal companies, in addition to the territory of Bosnia and Herzegovina, also cover foreign countries. .

Every user of postal services has the right to a universal service that is provided with a predetermined level of quality at affordable prices throughout the territory of Bosnia and Herzegovina for all users without discrimination. But among the 14 registered postal service providers, not all can offer every aspect of such universal services. Only 3 publicly owned postal services include all aspects of Universal Service and are required by law to provide affordable prices and quality for all users in accordance with the Postal Services Act.

What does the further process look like?

In case of damage or decrease of content, the recipient submits a complaint immediately upon delivery of the shipment, when a record of the defectiveness of the delivered item is also made. Complaints can be submitted a day later, but only if it can be proven that the damage or reduction did not occur after delivery of the shipment.

In cases where the user of the postal service believes that the postal item was not delivered to the recipient or was delivered late, a complaint can be filed within 6 months. For the territory of Republika Srpska, the deadline is somewhat shorter – 3 months when we are talking about internal traffic.

The deadline for the postal operator’s response to this complaint is 30 days, or for the territory of the Republic of Srpska, that period is extended to 2 months for international traffic.

In the event that the postal operator does not respond within the deadlines or responds negatively to the request, the next step could be to submit an application to the B&H Postal Traffic Agency or file a lawsuit in the competent court.

If the postal operator is responsible for the loss or exceeding the deadline for the transfer and delivery of shipments in internal or external traffic, the amount of compensation varies depending on the type of shipment, and it is best to consult the Law.