World Consumer Day - We are all consumers
World Consumer Day is celebrated every year on 15 March. This time its slogan is We are all consumers. We become consumers when we shop, use the bank or travel by train.
Four basic consumer rights were proclaimed in mid-March 1962 by President John F. Kennedy. These were the rights to information, choice, security and representation.
It is worth recalling that rail passengers have the following rights:
- to reliable information
- to compensation in the event of delay or cancellation of a train (in specific cases)
- to travel safely
- to lodge a complaint
- to a smooth ticket purchase
- to assistance while travelling.
We invite you to read additional information on the website of the EU.
Remember - if you experience inconvenience while travelling by rail and expect compensation for that, you should file a complaint to the carrier whose services you used. A list of companies that provide transport services, together with their contact details, is published by UTK (in polish).
If the answer received is not satisfactory, the Ombudsman for Rail Passenger Rights allows to resolve the dispute amicably. The proceedings are voluntary and aim to agree a compromise acceptable to both the passenger and the railway undertaking. The supervision of passengers' rights is carried out by the President of the Office of Rail Transport, to whom you can submit a complaint if you feel that your rights have been breached. In each case, you must provide full documentation of the case.
This year, we are particularly mindful of citizens of Ukraine. Many train companies allow them to travel for free. Detailed information – also in Ukrainian – is published by the Office of Rail Transport.
Other institutions also provide assistance; contact details are given below:
- pomagamukrainie.gov.pl – this is an important address if you are looking for accommodation, humanitarian aid, transport and support in a broad sense;
- Complaints, product returns, rules and rights applicable in Poland in contacts between consumers and entrepreneurs (sellers, service providers) – visit the website of the Office of Competition and Consumer Protection – English and Ukrainian versions;
- Useful tips on how to use the services of telecommunications operators are available at the website of the Office of Electronic Communications;
- Information on insurers and banks;
- Learn about your rights related to the use of financial and insurance products and see how the Financial Ombudsman can help you – English and Ukrainian version;
- If you are planning to leave Poland for another country, find out basic information about your rights as a consumer while travelling in the EU, Norway, Iceland and the UK – ECC in Europe – European Consumer Centre (konsument.gov.pl)
- You can find tips on how to protect your personal data and privacy on the website of the Office for Personal Data Protection