Conciliatory Proceedings vs. Complaint to the President of the Office of Rail Transport [ORT]
In a situation when you notice some irregularity, e.g., poor technical condition of rolling stock or railway infrastructure (rails, railway crossing, etc.), provision of wrong information on train departures/arrivals or any other disturbing situation, or you think that passenger rights have been violated, including those of persons with reduced mobility, write to the ORT President. Such complaint may be filed at any time when you are unhappy with the service provided for your benefit by an operator and you wish to draw attention to the need for a review of the operator’s conduct. The ORT President will make an intervention on your behalf. If these actions do not have a positive outcome for you, and simultaneously you have suffered a financial loss, you will still have an opportunity to file a request for commencement of conciliatory proceedings before the Ombudsman. (However, remember that the Ombudsman will refuse to hear the dispute if more than one year has elapsed since you filed the complaint with the operator). The Ombudsman will not be bound by whatever has been arranged based on the proceedings before the ORT President.
The ORT President also provides information on passenger rights, including via a passenger infoline. For more information and contact data, visit: www.utk.gov.pl.