Introduction
1. GENERAL OBLIGATIONS OF THE COMPANY
2. COMPANY’S CHARACTERISTICS
3. SERVICES PROVIDED AND DELIVERY TIME
4. PRICE LIST
5. BUSINESS RESPONSIBILITY
6. PROOF OF RECEIPT
7. USER COMPENSATION
8. CUSTOMER SERVICE
9. DEFINITION OF DISPUTE RESOLUTION
10. FREE
11. CASES OF NON APPLIANCE OF CHARTER OF OBLIGATIONS TO THE CUSTOMER
12. BEHAVIOR DIGNITY RESPECT FOR STAFF
13. MODERNIZATION AND IMPROVEMENT OF SERVICES
Introduction
Airport Package Express Delivery provides postal services under the General Regional License regime, based on the General Licensing Regulation of the National Telecommunications and Post Commission (EETT) with registration number ΑΜ 12-020 from 2011
In the above context, APED provides its services to users based on the Charter of Obligations to the Consumer (CSR), which includes business information, description of services, pricing policy, key elements of quality policy, Individual Contract with the respective user and finally the ways of resolving disputes.
This Charter of Consumer Liabilities (CSR) defines the obligations of the company towards consumers – users, the characteristics of the business (purpose, type of services provided, business sizes, network scope, available means of transport, etc.), the price list , the company’s liability in case of total or partial destruction, loss of transported products, delayed delivery, consumer compensation and the payment process in case of company liability.
1. GENERAL OBLIGATIONS OF THE COMPANY
The company “A.P.E.D” undertakes to the users to provide reliable services, to ensure the confidentiality of transport, to protect the interests of the consumer, to continuously improve the services provided by it and to constantly inform the users about the services provided.
2. COMPANY’S CHARACTERISTICS
The company A.P.E.D. operates in its legal form as a sole proprietorship. Αirport Package Express Delivery (A.P.E.D.), is registered at the Chamber of Chania, Crete with register number 202668, with general commercial register no. 75148258000 and its address: Polemiston 1941 24 and ZIP CODE 73400.
It is registered in the registers of the National Telecommunications & Post Commission, with registration no. 12-020.
You can book the air courier of parcels / envelopes, the airport package express delivery also by e-mail at:
info@chqaped.com
b. The purpose of the company, among others, is to provide courier services at a profit, wholesale or retail.
c. The services provided by the company are the rapid transmission of documents and parcels.
3. SERVICES PROVIDED AND DELIVERY TIME
The courier of documents and parcels up to 35 kg with or without commercial value. The company provides the possibility of signing a separate contract in cases of group shipments, depending on the courier transport zone.
The company also places special emphasis on people with disabilities, wanting to provide an excellent quality of services in this area as well.
The delivery time of the parcels varies, of course, in general we depend on the transport zone. (See memo)
4. PRICE LIST
The company “A.P.E.D” compiles a list of services provided which is an integral part of its HYK with a detailed charge for each of them, depending on the transport zone. Users of its services can get information about the directory in the company’s store or on the website. The price list can be updated with a parallel update of EETT. (See memo)
5. BUSINESS RESPONSIBILITY
a. The company “A.P.E.D” makes every effort and takes every necessary action in order for the successful and fast delivery, which it undertakes each time, according to its operating program. In no case, however, shall it be liable for delay in receipt, transfer or delivery of any consignment, as well as for any damage, loss, poor delivery or non-delivery due to the reasons referred to in Article 10 hereof.
b. In no event is the company liable for any impending indirect losses or losses, including any loss of income, profit, interest, purchase, etc., for any reason.
c. The company in no case undertakes the processing and transport of the following packages (items) and fragile items: fragile items insufficiently packaged by the sender, cash, foreign currency, gold in any form, shares, bonds, jewelry, precious metals, precious stones, industrial coals and diamonds, objects of archaeological value, works of art, perishable foods, plants, drugs, explosives, weapons items or accessories, animals, pornographic material.
d. The company is entitled to inspect the (items), parcels, which it undertakes to process and in case there are indications of prohibited content or insufficient information of the recipient is entitled not to proceed with the shipment.
e. The company is entitled to withhold or not deliver any item it transports, in order to secure any cost arising from the transfer.
6. PROOF OF RECEIPT
The receipt – delivery receipt is printed ACCOMPANYING COURIER TICKET (A.C.T), non-negotiable and the sender acknowledges that it was completed by him or the company on his behalf and on his behalf. The consignor also declares and accepts, when sending the document or item, that he is the owner or possessor of the goods under transport, as well as that he delivers for delivery the goods described on the front page of the receipt, without the company bearing any responsibility for the truth or falsity of this statement. The sender also guarantees the truth of the necessary data for the shipment that have been written on his order on the front page of the receipt – delivery (name, address, telephone, etc.).
7. USER COMPENSATION
a. unless otherwise agreed, the consignor declares and <> accepts that the value of each consignment does not exceed) the amount of EUR 85 for transportable documents, b) the amount of EUR 220 for transported items, parcels for which amounts only, and up to these amounts respectively is the responsibility of. for any reason (destruction or loss). for coverage of larger amounts and increased liability of the company in addition to the above amounts a special contract registration is required between the parties. Every international transfer is governed by the terms and restrictions of the 13-12-19229 Warsaw Convention and its amendments as in force to date.
b. Without prejudice to the above, the company is responsible for any proven loss or damage to the shipment, with compensation to the user equal on a case by case basis to the lower limits set out in PC 29030/816 / 16-5-2000 as applicable.
c. If it is proved that the company is responsible for any loss or damage of the shipment, then the latter must compensate the sender – user within the deadline set by the above CA as a deadline.
8. CUSTOMER SERVICE
a. The operating hours of the company are from 08.30-20.00 every day from Monday to Friday. Phone call reception hours are every day from Monday to Friday from 08.30-18.30. The hours of receipt of parcels and deliveries of documents and items are every day from Monday to Friday from 08.30-20.00.
b. The consumer has the opportunity to submit to the headquarters of the company a written statement of complaints regarding the provision of services by the company, in which he must state clearly and in detail the specific complaint and the exact circumstances under which the specific shipment was performed.
c. If the above statement of the consumer is clear and definite and refers to a specific mission that has already been performed by the company and in which the consumer was the recipient or sender, the company must respond to him in writing within 20 days of submission. of the above written statement and to the address he has declared to the company.
9. DEFINITION OF DISPUTE RESOLUTION
a. A tripartite Dispute Resolution Committee is appointed, consisting of: (a) the legal representative of the company or its legal deputy, (b) a representative of INKA, who is invited under the supervision of the company, with the right of representation from the interested consumer.
b. In the committee are introduced for discussion and resolution any kind of disputes that may arise between the company and the consumers and relate to a mission carried out by the company with sender or recipient the interested consumer.
c. The consumer who is the sender or the recipient of the shipment carried out by the company can submit the request for the resolution of his dispute with the company in its offices and the company must respond within 20 days from the date of submission of the written request. of the consumer.
10. FREE
The obligations and actions performed by the postal company regarding the management of postal items (parcels) for which it was not possible to deliver them to the recipients for any reason, are at least the following:
• written notice to the recipient and return of the item to the business premises
• Scheduling of second performance which takes place after consultation with the recipient
• if on the second attempt it is not possible to deliver the item to the recipient, the item can be returned to the sender within 2 weeks or if otherwise specified by contract from the date of shipment with the same CONNECTOR with a charge equal to the amount paid for his shipment
• if the impossibility of service is due to incomplete information of the consignee or his address or in general inability to access the point of service, the sender will be contacted for clarification regarding the service of the item. The item can be returned to the sender at his charge for the issuance of a new CONNECTOR.
• In case of refusal to receive the item by the recipient, the item will be returned to the sender with a charge equal to the amount paid for the shipment.
11. CASES OF NON APPLIANCE OF CHARTER OF OBLIGATIONS TO THE CUSTOMER
The articles of this Charter of Obligations do not apply in the following cases:
a. Force majeure, ie in the event of any unforeseen and sudden event, which the company is unable to predict, indicatively referring to the cases of adverse weather phenomena, earthquakes, floods, strikes, transport or telecommunication problems that affect inside.
b. Carrying out criminal actions against the company (at its facilities, personnel, means of transport), which result in the total or partial destruction and loss of the transported items.
c. Unreasonable inability of the company employee to access the recipient’s address, which (weakness) is due to the morphology of the soil, the consumer or any third party.
d. Non-fulfillment by the consumers of their obligations towards the company, as they arise from the agreement concluded between them.
e. Carrying out, on the part of consumers, acts that are contrary to the current legislation of the State.
f. Concealment from the consumer that the processing and transportation of postal items requested by him is against the law or concerns items that are not accepted for processing by IATA, including those mentioned in par. d of article 5 hereof.
g. Non-fulfillment of the undertaken obligations of the company due to fault or relevant expressed desire of the consumer.
In all the above cases, the consumer is obliged to pay all costs incurred during the processing, return or storage of items to be shipped, as well as to repair any further damage suffered by the company through the fault of the consumer.
12. BEHAVIOR DIGNITY RESPECT FOR STAFF
• The staff of the Company is obliged to show due respect to its trading customers during the performance of its official duties. Established service violations of the staff in matters of conduct are strictly controlled by the company with the exercise of disciplinary control against the guilty staff.
• Complaints of customers against staff for inappropriate behavior are made orally to the head of the Company or by submitting a printed report complaints or even a simple written report in order for it to serve as an element of administrative investigation against the responsible staff.
• Printed complaint reports can be found at the Company’s Headquarters.
• In the case of filing a report according to the above, the complaining customer is obliged to cooperate with the auditing bodies of the company, if this is requested for the above reason.
• The Company must inform the complaining customer, who has acted in accordance with the above procedure, about the results of the administrative investigation and the exercise of any disciplinary control against the responsible employee of the company.
13. MODERNIZATION AND IMPROVEMENT OF SERVICES
Among the general goals of the company, is its modernization and the improvement of the quality of its services.
• The design and quality control of courier services in accordance with international standards and the objectives of improving the delivery times of postal items.
• The introduction of new services – products that will take into account modern social and economic needs and will be based on the achievements of modern technology.
• The existence of a satisfactory level of customer service.
• Establishment of systematic procedures for the implementation of an integrated information systems policy that will provide full support to all the Company’s processes at Central and Regional level.
• Upgrading the company’s human resources policy based on its new organizational structure and increasing productivity through the use of new technologies.
MEMORANDUM
The memo states the map of the Kallikratika municipalities and the delivery time of the parcels:
ZONE A (Yellow): MUNICIPALITY OF CHANIA with an area of 356.12. Km. With the seat of the Municipality of CHANIA and pre-existing municipalities of Akrotiri, Eleftherios Venizelos, Keramia, Souda, Nea Kydonia, and Therissos. << limits to Agia Marina and up to Kalami >>, delivery time, parcel receipt (from 15 to 30 minutes (delivery time from 20 min to 30 min)
ZONE B (orange): MUNICIPALITY OF PLATANIA with an area of 495.43 sq.km.
It consists of: the communities of Platanias, Kyparissos, Manoliopoulos, Modiou, Dere, Cyril, Kontomari, Zounaki, Xamoudochori, Vryson, Vlacheronitissa, Geraniou (seat of the Municipality) – << limits up to Kalydonia and 30 up to 45 minutes (delivery time from30 to 45 min)
ZONE C (dark green): MUNICIPALITY OF KISSAMOS with an area of 334.18 sq.km.
It consists of: the communities of Koukounara, Polyrrinia, Platanos, Gramvousi, Lousakia, Sirikari, Kallergian, Kalathena, Kissamos (seat of the Municipality). << from Nopigia – falassarna – deer >>, delivery time from about 50 to 1 hour due to distance from the place of receipt (delivery time from 50min to 1 hour)
ZONE D (Blue): MUNICIPALITY OF KANTANOS – SELINOS with an area of 369.06 sq. Km.
Delivery time from 01:00 hour up to 01:30.
ZONE E (light green): MUNICIPALITY OF SFAKION with an area of 467,589 sq. Km. , Kares, Petres, Asfendou, Agios Nektarios, Vouvas, Nomikiana, Impros, Vraskas, Patsianou, Kallikratis, Kapsodakos, Frangokastello, Skaloti, Argoules.
Delivery time is from 01:30 to 01:45.
ZONE F (red): MUNICIPALITY OF APOKORONOS with an area of 323.13 sq.km. Armenoi Fre, Vamos, Georgioupolis, Kryoneridas, Asi Gonia with headquarters in the prefecture of Vryses.
Municipal boundaries << from Kalyves to Dramia >>, the delivery time
From 01:00 to 01¨30 minutes (delivery time from 01:00 up to 01: 30min)