Rzecznik Praw Pasażera Kolei

The Ombudsman will refuse to hear a dispute when:

• The subject of the dispute goes beyond the categories of disputes within the Ombudsman’s competence;

• A passenger has failed to make an attempt to contact the other Party and to resolve a dispute directly prior to filing a request; e.g. in the situation in which you do not send a complaint to  the operator prior to sending the request to the Ombudsman;

• A dispute is negligible or the request for initiation of proceedings before the Ombudsman causes inconvenience to the other Party;

• The case on the same claim between the same parties has already been pending or has been already heard by the Ombudsman, another competent authority or a court. In other words, the Ombudsman refuses to initiate the proceedings when the same proceedings have already been pending or have already been resolved earlier;

• The value of the subject of the passenger dispute is less than PLN 10.00 or more than PLN 20,000.00;

• A passenger has filed a request to initiate the proceedings after more than a year from the day on which he/she had made an attempt to contact the other Party and resolve a passenger dispute directly;

• Processing a passenger dispute would significantly disrupt the Ombudsman’s operations.