Cooperation with the Ombudsman
1. Contact with the Ombudsman
In order to facilitate contact with the Ombudsman and thus shorten the time of conciliatory proceedings, you are encouraged to communicate via e-mail to the following address: rzecznik@pasazer.gov.pl.
2. Dedicated employees of Companies to contact the Ombudsman
It is important that the operators should appoint the persons who will be in charge of signing letters addressed to the Ombudsman. They may be persons who are authorised to sign this type of letters on behalf of the Company, for example, a Manager or a Head of the department for processing complaints.
The power of attorney should clearly indicate that the appointed employee may represent the Company in the proceedings carried out before the Ombudsman, including, in particular, that they may express consent to the suggested dispute resolution presented by the Ombudsman.
I suggest appointing at least one person authorised to sign letters and sending powers-of-attorney for these persons to the Ombudsman. The Ombudsman will be then certain that the person who signs letters on behalf of the Company is authorised to do so.
3. Information on operations and promotion of the institution of the Ombudsman
The Ombudsman, as an entity authorised to carry out proceedings of an out-of-court resolution of a consumer dispute, has operated for a short time. Therefore, it is particularly important that the knowledge about the possibility of using its assistance in disputable situations between passengers and railway market entities be as broad as possible.
Therefore, it is encouraged that everyone takes advantage of alternative dispute resolution methods and simultaneously dissipating information among passengers on the option to participate in conciliatory proceedings and the entity which carries out such proceedings involving the forms of communication presented below.
So I encourage such information to be placed, e.g. in the transport rules, footers of letters replying to passengers’ complaints, on websites of the Companies and in passenger information located on posters displayed in railway stations and inside trains.