DOPRAVNÝ ÚRAD

    COMPLAINTS


    Notice

    For complaints and requests for compensation and assistance to passengers under the Regulation (EC) No 261/2004 of the European Parliament and of the Council, the responsible authority is the Slovak Trade Inspection. For more information, please visit https://www.soi.sk, Passenger Rights section.


    Filing of complaints

    Receiving, registration, investigating and handling of complaints is governed by the act of the National Council of the Slovak Republic no. 9/2010 Coll. on Complaints, as amended (hereinafter referred to as the “Complaints Act”).

    What is a complaint and what is not considered as a complaint is stated in the Sec. 3 and Sec. 4 of the Complaints Act.

    Handling and satisfaction (within the meaning of the Complaints Act) within the Transport Authority is provided by the Internal Control Department in cooperation with the Legal Department and in cooperation with other relevant departments.

    Complaints may be filed:

    • in paper form, i.e. the complaint is filed through the registry in person or by mail;
    • in electronic form, i.e. the complaint is delivered to the folder sťažnosti@nsat.sk or to the electronic mailbox of the Transport Authority, which is located at the central public administration portal.

    The complaint filed by e-mail shall be signed by a secured electronic signature, otherwise the complainant shall be obliged to confirm the complaint by hand signature within five working days of the filing.

    If the complainant comes to the Transport Authority to file the complaint in person, it shall be drawn up in paper form. If it is not made in paper form, he/she will be allowed to make it by himself/herself.

    If the complainant choses a representative, who submits the complaint on his/her behalf, the complaint shall include a written authorization including a certified signature to represent the complainant in the filing of the complaint and to act in connection with the handling. If the authorisation is not submitted, the complaint shall be postponed.

    The complaint shall include:

    a) natural person – name, surname, address of the complainant’s residence;

    b) legal entity – name and registered office of the legal entity, name and surname of the person authorized to act in its behalf;

    (c) the complaint in paper form shall include the applicant’s handwritten signature;

    d) if the documents under this Act may be served to the complainant in electronic form, the complaint may also include the address of the complainant for such service.

    The complaint shall be legible and comprehensible and it shall be unambiguous, against whom it is directed, what shortcomings it is pointing to and what the complainant is seeking.


    Filing of petitions

    As petitions, the Transport Authority registers and handles filings marked with the word ”petition”, if they contain a subject of public or other common interest. Details on the procedure for compilation, filing, receiving, registration and checking of petitions are governed by the Act no. 85/1990 Coll. on Petition Right, as amended (hereinafter referred to as the “Petition Right Act”).

    Within the Transport Authority the petitions are handed by the Internal Control Department in cooperation with relevant specialized departments, and it proceeds according to the Petition Right Act and according to the Internal Directive no. 54/144 – Handling of Complaints and Petitions.

    Petitions may be filed

    • in writing to the address: Dopravný úrad, Letisko M. R. Štefánika, 823 05 Bratislava;
    • in person at the registry of the Transport Authority within business hours;
    • electronically to the mailbox peticie@nsat.sk,
    • electronically into the electronic mailbox of the Transport Authority created at the central public administration portal.

    Receiving, registration, filing, handling and review of petitions is governed mutatis mutandis by the provisions of the Act no. 9/2010 on Complaints, as amended by the Act no. 289/2012 Coll.

    The Transport Authority publishes the petition handling results at this web site and on the official electronic board.

    Date of receiptPetition filed byPetition review result
    20.02.2018JUDr. Igor ZelníkFiletype iconPetition review notice

     

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