Postal services
Universal postal service
The Republic of Slovenia, in the public interest, guarantees to all users of postal services throughout its territory, under equal conditions, the permanent, regular and uninterrupted provision of the universal service, which may be interrupted only in the event of force majeure or in situations dangerous to the deliverer.
The universal service shall be the postal services of reception, routing, transport and delivery of postal shipments up to a weight of 2 kg, postal parcels up to a weight of 10 kg, registered and value postal shipments and the transmission of postal shipments for the blind and partially sighted.
The universal service provider shall be appointed by:
| Title | Institution |
|---|---|
| Ministry of the Economy, Tourism and Sport | |
| Ministry of the Economy, Tourism and Sport |
Until 2023, the universal service provider is Pošta Slovenije d.o.o.
Exchangeable postal services
Exchangeable postal services are postal services which, from the aspect of the user, can be considered to fall within the scope of the universal service, as they are sufficiently exchangeable with the universal service. The provider of exchangeable postal services must conclude a contract with Pošta Slovenije d.o.o. to access the postal infrastructure.
| Title | Institution |
|---|---|
| Ministry of the Economy, Tourism and Sport | |
| Ministry of the Economy, Tourism and Sport |
Quality of services
For the provision of postal services in the Republic of Slovenia, at least one contact point, organised as a post office, a contract post office or, exceptionally, another form based on an analysis of the reasonable needs of users, shall be provided in each municipality, and for 95% of the population of the Republic of Slovenia, the air distance to the nearest post office or contract post office shall not exceed 4.5 kilometres.
The postal service shall be paid for in accordance with the price list in force, a copy of which shall be available to users of postal services in a visible and accessible place in the premises of the contractor. Every postal service user shall have the right to object to a decision or conduct of the postal service provider related to access to or the provision of the service.
Delivery of postal shipments
Postal shipments shall be delivered to a letter box or post office box in the premises of the postal service provider. If service is required, postal shipments shall be delivered personally to the addressee or to a person authorised to receive postal shipments or to an adult member of the household or to a person employed in the addressee's household or business premises.
There shall be at least one collection and one delivery of postal shipments per day to the home or premises of each natural or legal person, at least five working days per week.
Prohibition on the delivery of advertising messages
A postal service user may prohibit the delivery of unaddressed advertising, marketing and other commercial communications to their mailbox by affixing an AKOS sticker to it. The prohibition of delivery to such a mailbox shall apply to all natural or legal persons, including those who are not postal service providers in accordance with the law governing postal services.
Postal prepaid stationery
| Title | Institution |
|---|---|
| Ministry of the Economy, Tourism and Sport |
Contents of postal shipments and liability for damage
The postal service provider shall be liable for any damage caused during the transmission of registered and valuable postal shipments and postal parcels as a result of:
- loss, damage, theft or pilferage;
- exceeding the time limit for transmission;
- not provided, incomplete or incorrect postal service.
Notwithstanding the above, the postal service provider shall not be liable for the damage caused if it is proven that the transmission of the postal shipment was implemented in accordance with the general conditions, that it was due to force majeure, that the damage was caused by the fault or negligence of the sender or by the content of the postal shipment, or in any other instances provided for by the law governing postal services.
Deadlines for filing a claim for damage
The postal service user must file a complaint for damage within three months of the date of dispatch of the postal item or immediately upon delivery or at the latest within 30 days of delivery if the defects are not immediately apparent. If the postal service user fails to file a complaint within the deadlines set out in the preceding paragraphs of this Article, they shall forfeit their right to compensation. The maximum compensation shall be determined by the law governing postal services.
Confidentiality of postal items and protection of personal data
Postal service providers must protect the confidentiality of postal items and must not obtain information regarding the content of postal items or data regarding the facts and circumstances of postal traffic. Suitable systems for preventing interventions in the confidentiality of postal items must be established.
Postal service providers must also protect the confidentiality of postal items after the completion of the activity during which they were obliged to maintain it.
The personal data of postal service users may be collected and processed only for the purposes of implementing postal services or marketing and market research.
Protection of postal service users and dispute resolution
Every postal service user shall have the right to file a complaint with the postal service provider against a decision or conduct of the postal service provider related to access to or the provision of services within 30 days from the date on which they became aware of the contested decision or conduct of the postal service provider. As a composite part of the general terms and conditions, postal service providers must publish the procedure for resolving complaints by postal service users. If the postal service provider does not satisfy the objection or does not decide on it within 15 days of its receipt, the postal service user may file a complaint with the Agency for Communications Networks and Services of the Republic of Slovenia within 15 days of the expiry of this time limit.
Dispute solving procedure
The Agency for Communications Networks and Services of the Republic of Slovenia is seeking to resolve the dispute by introducing the mediation procedure provided for in the law governing postal services. The purpose of the mediation procedure is for the parties to settle their dispute by mutual agreement. In such a case, the procedure is terminated by a decision, otherwise the procedure continues, and the dispute is resolved by a decision.