Since 2019, changes in the provision "Rules for the provision of postal services" have come into force throughout our country, which were approved by the Ministry of Telecom and Mass Communications on the basis of Order No. 234. Until that time, the rules approved back in 2005 were in force, but they became invalid due to the Government Decree “On Approving the Rules for the Provision of Postal Services” No. 45.

The innovation provides for the regulation of relations between the consumer and representatives of the post office when signing the contract. The new rules made it possible to amend and supplement the clauses on the rights and obligations of postal representatives and consumers. Moreover, amendments have been made to the procedure for receiving parcels, delivering letters and receiving cash on delivery transfers. The government also revised the clause on the acceptance and delivery of registered letters and the forwarding of electronic documents.

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The rules for the provision of postal services from 2019 provide for innovations, namely the possibility of sending electronic documents and registered letters throughout Russia. This opportunity is relevant for all users who have registered on the website of public services and authorized the Russian Post to receive and deliver, in accordance with the signed agreement. The electronic form of documents goes through the stage of certification with the help of an electronic digital signature, which can be of two types: simple and qualified (at the user's choice). Documents are sent using a specialized system. Payment for use is charged according to the tariffs.

In addition to the above, the order on the approval of the rules for the provision of postal services prescribes the categories and conditions of both standard services and postal exchange between countries.

Let's take a closer look at these categories:

• a simple form of forwarding - receiving letters, utility bills and other postal items, where there is no need for the user to certify documents with a signature;
• registration - parcels and documents with a declared price require the signature of the sender.

All registered shipments are made with acknowledgment of receipt. Thus, the consumer trusts the operator to notify the person indicated in the parcel of the possibility of receiving a regular parcel or cash on delivery.

Rules for sending valuable goods

Separately, it is worth mentioning that the rules for the provision of postal services regulate parcels with a specified value since 2019 (including electronic ones) can be sent in two ways:

• using cash on delivery, when the consumer instructs the Russian Post to receive the cost indicated in the notice and send it to the address specified by the user;
• with attached description.

The parameters and categories of custom documents and goods with an inventory can be determined by a representative of the Russian Post based on the rules and conditions of the organization. A template can be downloaded from our website.

Based on Order No. 234 of 2019 “On Approval of the Rules for the Provision of Postal Services”, the following categories are classified as correspondence and cargo on the territory of Russia:

• specialized open form (postcard);
• letters, incl. in electronic form and custom;
• parcels;
• secograms (for visually impaired citizens);
• shipments with a specified price;
• containers.

Terms of Service

The 2019 Rules govern the provision of services, which are as follows:

• the employee independently sets the categories of items;
• the operator is not entitled to refuse to send correspondence across the territory of Russia if it does not go beyond the established rules, weight and dimensions;
• payment is charged on the basis of tariff rates that are valid on the day of departure, unless other terms are provided in the contract;
• transfers of secograms across the territory of our country, as well as to other countries (by land transport) are carried out free of charge;
• forwarding documents in electronic format are paid according to the contract.

Also, the new Rules regulate the duties of representatives of the Russian Post. Below we will consider the rules for delivery, issuance and ways to resolve conflict situations.

Delivery rules

Each organization specializing in the delivery of goods and correspondence, regardless of the legal form, is obliged to regulate the delivery time of items. Russian Post is no exception. Based on the Decree of the Ministry of Communications of the Russian Federation of 2006 (still in force), the term for sending by ground service transport should not exceed 20 days. However, almost every citizen of our country knows that these deadlines are violated and most often this happens on holidays.

The term for sending shipments using the EMS courier service is specified in the internal rules of the organization. You can calculate the cost on the official website using the "calculator". In addition to the delivery time, there is also a delivery time, which should not exceed 30 days (the countdown starts from the day it arrives at the Russian Post office).

The shipping process is as follows:

• reception at the Russian Post office and registration;
• sending the notice to the recipient;
• after 30 days is sent to the sender's address.

The notice in form No. 22 must contain information about the country, the tracking number and the name of the sender.

Parcel delivery rules

The rules for issuing registered items or using cash on delivery are carried out according to the following principle:

• the addressee fills in all the fields in the notification, indicating the details of the recipient's identity document (most often this is a passport);
• in the "Registered" field, data is indicated only if the address of registration and residence do not match;
• issuance is carried out after the submission of a completed notice and an identity document;
• reconciliation of the weight and integrity of the parcel is checked at the department at the time of issue. Only after that it is necessary to indicate the date of receipt and put a signature.

Separately, it is necessary to describe the process of issuing and receiving a shipment with an inventory:

• check the weight according to the specified data on the notice;
• carefully inspect the package. If a discrepancy was found, it is necessary to perform an autopsy, which is accompanied by the drawing up of an act;
• check the originality of the packaging;
• when opening, check the contents of the parcel with the attached inventory;
• in case of violation of the address sticker or the absence of a customs declaration (for international shipment), acts are also drawn up.

The process of issuing shipments by the EMS service requires you to provide a passport. You can receive the parcel after agreeing with the courier on the place and time or pick it up yourself at the courier service. If during the issuance process, defects or violations of the integrity of the packaging were revealed, compensation for the damage caused should be claimed.

Ways to resolve conflict situations

The emergence of conflict situations in the branches of the Russian Post is not news to anyone. However, not every citizen knows how to influence operators. Regardless of the cause of the conflict (when issuing parcels, sending a payment or a letter), if you think that consumer rights have been violated, feel free to call the management so that he explains to the employee the rules for issuing and processing parcels.

It often happens that calling the leadership does not give the expected effect. In this case, you can call the free hot phone number: 8-800-2005-888 or 8-800-2005-055 for EMC - this line was created for quality control of service. Orally leave a statement about the incorrect form of communication or other reasons for the call, report the branch index. Next, you need to leave a record of the situation in the complaint book.

Addresses, contacts, email-mail and phone numbers of departments that control the provision of postal services can be found in the attached file.

Based on the Rules, a response on the measures taken must be sent to the address you specified no later than 14 days. Otherwise, every citizen has the right to file a complaint with Rospotrebnadzor.

On April 9, a new edition of the Rules for the provision of postal services, approved by order of the Ministry of Communications of the Russian Federation, came into force.

The document officially establishes the possibility of the client's refusal to receive paper notices. The user of postal services will be able to use alternative methods of notifying about the receipt of items in his address, for example, via sms, push notifications in a mobile application or by e-mail.

The possibility of issuing a postal item with user identification through information and communication technologies provided by the federal postal operator is fixed, without the recipient presenting an identity card and filling out a standard notice. At the same time, alternative methods of identifying customers will be used along with existing ones.

In all branches of the Russian Post in Moscow and the Moscow region, customers can already receive items that do not require payment using a simple electronic signature. This allows you to reduce the time for issuing mail by five times and eliminate the need to fill out paper notices. The service is provided free of charge on the basis of the registration form completed at the post office. It contains passport data and the client's mobile phone number. When submitting an application to the operator, the consumer must present a passport to confirm their identity.

After a single execution of this document, the client will no longer have to fill out paper notices. Now, when receiving a parcel, the client needs to tell the operator his phone number or the tracking number of the shipment. And he will receive an SMS message with a confirmation code, which the recipient will need to call the post office operator to receive the shipment.

In addition, since April 9, the period for storing parcels in post offices has been reduced to 15 days. The storage period for postal orders and written correspondence, which also includes international small packages, remains the same - 30 calendar days.

With the development of e-commerce, the load on post offices is significantly increasing. According to preliminary data, in the first quarter of 2018, the Russian Post processed more than 95 million mail items, including more than 1 million parcels. Reducing the storage time of bulky mail items in post offices is aimed at improving the quality of customer service. It will optimize the storage area and reduce the time required for the issuance of mail items.

“The amendments to the Rules for the provision of postal services adopted by the Russian Ministry of Telecom and Mass Communications will allow the Russian Post to actively introduce new technologies for working with postal items and optimize business processes. Thanks to the changes we have made, we will be able to expand and make our postal services more accessible to our customers,” said Yaroslav Mandron, Deputy Director General of the Russian Post for Strategy and State Regulation. — The new order is only the beginning of work to improve postal regulation that meets international standards and the needs of customers. Our priority tasks include the adoption of a new law on postal services, which will provide a qualitative breakthrough in the postal industry.”

The new edition of the Rules for the provision of postal services for the first time in the legislation of the Russian Federation mentions automated postal points. They will allow customers to independently receive and send mail without interacting with postal employees.

The document expands the list of international postal items that can be sent (including cash on delivery, with declared value), if this is provided for by agreements with foreign postal operators.

The Rules for the provision of postal services now spell out the procedure for presenting and registering claims.

Press service of the AFPS of the Krasnodar Territory - a branch of the Federal State Unitary Enterprise Russian Post

Rules for the provision of postal services

In accordance with Article 4 of the Federal Law "On Postal Communication", the Government of the Russian Federation decides:

1. Approve the attached Rules for the provision of postal services.

Decree of the Government of the Russian Federation of September 26, 2000 N 725 "On approval of the Rules for the provision of postal services" (Collected Legislation of the Russian Federation, 2000, N 41, Art. 4076);
paragraph 31 of the amendments that are made to the resolutions of the Government of the Russian Federation approved by the resolution of the Government of the Russian Federation "On the amendment and invalidation of certain resolutions of the Government of the Russian Federation in connection with the improvement of public administration in the Russian Federation" dated February 6, 2004 N 51 (Collection of Legislation Russian Federation, 2004, N 8, article 663).

Rules
provision of postal services
(approved by Decree of the Government of the Russian Federation of April 15, 2005 N 221)

I. General provisions

1. These Rules govern the relationship between users of postal services and public postal operators when concluding and executing an agreement on the provision of postal services, and also establish the rights and obligations of these operators and users.

2. The following basic concepts are used in these Rules:
"package"- a postal item with printed publications, business papers and other items, the attachment, dimensions, weight and method of packaging of which are established by postal operators in accordance with these Rules;
"defective mail"- a postal item, the weight of which does not correspond to the weight indicated on it, or according to the external signs of which one can assume damage or damage to the attachment (damage to the shell, bandage, seal, tape, etc.);
"legal representatives"- persons who have a power of attorney issued in the prescribed manner;
"postage category"- a set of features that determine the procedure and conditions for the acceptance, processing, transportation and delivery (delivery) of a postal item (simple, registered, with a declared value, ordinary);
"international reply coupon"- a coupon issued by the International Bureau of the Universal Postal Union, printed on paper with a watermark depicting the abbreviation "UPU" in large print; "small package"- international postal item with samples of goods or small items, the attachment, dimensions, weight and method of packaging of which are determined by these Rules;
"place of international postal exchange"- an object of the federal postal service that processes international postal items received from foreign postal administrations, accepted in the Russian Federation and sent in open transit, as well as sending them to their destination;
"M bag"- international postal item (special bag) containing printed publications sent by one sender to the same addressee;
"letter"- a postal item with a written message, as well as other attachments, the dimensions and weight of which are determined by these Rules;
"package"- a postal item, the dimensions, weight and method of packaging of which are determined by these Rules, with an attachment not prohibited by the legislation of the Russian Federation;
"postcard"- postal item in the form of a written message on a special form, sent in an open form;
"mailing address"— the location of the user, indicating the postal code of the corresponding postal service facility;
"Postal transfer"- funds sent as part of the provision of the postal money transfer service;
"postage with cash on delivery"- a postal item with a declared value, sent between federal postal facilities, upon delivery of which the sender instructs the federal postal facility to collect the amount of money established by it from the addressee and send it to the sender's address;
"postal item with declared value"- postal item accepted with an assessment of the value of the attachment, determined by the sender;
"postal item (postal order) with notification of receipt" (in international postal exchange - with notification of receipt) - postal item (postal order), upon submission of which the sender instructs the postal operator to inform him or the person indicated by him when and to whom it was delivered postal item (paid postal order);
"direct mail container"- a postal item with goods and other material values, sealed (sealed) by the sender in the prescribed manner and sent to the destination; "secogram"- a postal item submitted in the open, with an attachment intended exclusively for the blind;
"term of postal service"- a set of deadlines and standards established for the performance of individual technological operations that make up a specific postal service;
"EMS services"- actions or activities for the acceptance, processing, transportation and delivery (delivery) of postal items sent on time, in the manner and with the logo, certain acts of the Universal Postal Union, which are carried out by a postal operator duly authorized to provide these services.

3. Postal operators provide users with postal services on the terms of an agreement. An agreement on the provision of postal services concluded with individuals is a public agreement.
Postal services are divided into:
a) universal postal services;
b) other services, including:
services for the implementation of postal money transfers;
forwarding services for international postal items;
EMS services.

4. The deadlines for sending written correspondence in the provision of universal postal services, as well as the standards for its exchange, transportation and delivery, are approved by the Government of the Russian Federation.
Tariffs for the provision of universal postal services are approved by the federal executive body for the regulation of natural monopolies, which performs the functions of determining (setting) prices (tariffs) and controlling issues related to the determination (setting) and application of prices (tariffs) in the areas of activity of subjects natural monopolies, in the manner prescribed by the Government of the Russian Federation.
Terms and tariffs for the provision of other postal services are established by postal operators.

5. Standards for the placement of postal offices and points in cities and rural areas for operators providing universal postal services are developed taking into account ensuring the availability of universal services for users of postal services and are approved by the Ministry of Information Technologies and Communications of the Russian Federation.

6. To organize the exchange of international postal items, the Ministry of Information Technologies and Communications of the Russian Federation establishes places for international postal exchange.

7. At the entrance to the postal facility, a sign is placed indicating the name of the postal operator, the name and mode of operation of the facility, its postal code.

8. Inside the postal facility, in a place that is visible and accessible to users of postal services, there must be a book of applications and proposals and the necessary information material, including:
a) the name of the postal operator and its location (legal address);
b) the address of the postal service and its postal code;
c) information about the place of acceptance and consideration of claims;
d) list of rendered services, terms of their rendering and tariffs for them;
e) the procedure for addressing and paying postal money orders;
f) the procedure for addressing, packing and paying for the forwarding of postal items, the sizes and maximum weight established for them;
g) the period of storage in the postal facility of undelivered postal items and unpaid postal orders;
h) a list of items and substances prohibited for shipment;
i) a list of categories of users of postal services who are granted benefits in accordance with the legislation of the Russian Federation;
j) a copy of the license for the provision of postal services;
k) these Rules;
l) information on the responsibility of postal operators and users of postal services;
m) other information related to the provision of postal services by the operator.
9. Inside the postal facility, in which universal postal services are provided, a mailbox is additionally placed for collecting written correspondence and the following information is indicated:
a) on the standards for the frequency of collecting written correspondence from mailboxes, its exchange, transportation and delivery;
b) on the deadlines for sending written correspondence;
c) on the procedure for the provision of universal postal services.

10. The mailboxes indicate the name of the postal operator, the number assigned to the mailbox, the days of the week and the time at which written correspondence is collected.

11. Postal items and postal orders are divided into domestic (accepted for shipment within the territory of the Russian Federation) and international (accepted for shipment outside the Russian Federation, arriving on its territory from other states or following in transit through the territory of the Russian Federation).

12. Depending on the method of processing, postal items are divided into the following categories:
a) simple - accepted from the sender without issuing him a receipt and delivered (handed over) to the addressee (his legal representative) without his receipt of receipt;
b) registered (custom, with declared value, ordinary) - accepted from the sender with the issuance of receipts to him and handed over to the addressee (his legal representative) with his receipt of receipt.
Postal orders are accepted and paid in the manner prescribed for the acceptance and issuance of registered postal items.
Registered postal items can be sent with a description of the attachment, with a return receipt and cash on delivery. The list of types and categories of postal items sent with a description of the attachment, with a notification of delivery and with cash on delivery, is determined by postal operators.

13. Domestic postal items include the following types and categories of postal items: a) postcards (simple, registered);
b) letters (simple, registered, insured);
c) parcels (simple, registered, with declared value);
d) secograms (simple, custom);
e) parcels (ordinary, with declared value);
f) direct mail containers (ordinary, insured).
When providing postal services (except for universal postal services), postal operators have the right to establish other types and categories of internal postal items for forwarding through their postal network, as well as the maximum dimensions, weight and allowable attachment of the specified postal items.

14. Letter-post sent in the provision of universal postal services must meet the following requirements for its maximum weight, allowable attachment and maximum dimensions:

A postal operator providing universal postal services is not entitled to refuse a user of postal services to accept internal written correspondence if it meets the requirements established by this paragraph.

15. An international postal item sent as part of an international postal exchange must meet the following requirements for its maximum weight, allowable attachment and maximum dimensions:

16. For individual groups of users, the following categories of postal items (postal orders) are established:
a) government, which include postal items (postal orders) sent by persons, the list of which is determined by the Government of the Russian Federation. Their acceptance, forwarding and delivery are carried out as a matter of priority at the established rates provided for the relevant types of postal items (postal orders);
b) official, which include the own postal items of postal operators, sent through their postal networks without payment.
Postal operators have the right to establish other categories of postal items (postal orders) for certain groups of users of postal services.

II. Reception of postal items and postal money orders

17. In internal postal items, attachments are sent that are not prohibited for shipment within the Russian Federation. The list of items and substances prohibited for shipment in domestic postal items is established by Article 22 of the Federal Law "On Postal Communication".

18. In international postal items, attachments are sent that are not prohibited:
a) for import into the territory of the Russian Federation;
b) for export from the territory of the Russian Federation and for import into the state of destination.
Prohibitions and restrictions when sending goods in international postal items are established by the customs legislation of the Russian Federation.

19. Postal orders are accepted for shipment in the currency of the Russian Federation.

20. Postal items are accepted in packaged form. The packaging of postal items must correspond to the nature of the attachment, the conditions of shipment, exclude the possibility of damage to the attachment during processing and shipment, access to it without breaking the shell, damage to other items and causing any damage to property and postal workers. Requirements for packaging of various types and categories of postal items, depending on the nature of their attachment, are established by postal operators.

21. Postal items are accepted in open form in the following cases:
a) when they are sent with a description of the attachment;
b) if there is an assumption about the presence in the postal item of items or substances prohibited for shipment.

22. On postal items and forms of postal money transfers, the sender shall indicate the exact addresses of the sender and addressee.
The addresses of the sender and addressee of postal items (postal orders) accepted for shipment within the territory of the Russian Federation must be indicated in Russian. The addresses of the sender and addressee of postal items (postal orders) accepted for shipment within the territories of the republics within the Russian Federation may be indicated in the state language of the corresponding republic, provided they are repeated in Russian.
On international postal items, the address is written in Latin letters and Arabic numerals. It is allowed to write the address in the language of the country of destination, provided that the name of the country of destination is repeated in Russian. The address of the addressee is written in the lower right part of the postal item, and the sender's address is written in the upper left part. The address is written clearly and without corrections, it should not contain signs that are not related to the address, and abbreviated names.

23. Details of the address on postal items and forms of postal money orders are written in the following order:
a) for a legal entity - full or short name, for a citizen - last name, first name, patronymic;
b) bank details (for postal orders sent to a legal entity or received from a legal entity);
c) street name, house number, apartment number;
d) the name of the settlement (city, town, etc.);
e) the name of the district;
f) the name of the republic, krai, oblast, autonomous okrug (region);
g) country name (for international postal items);
h) postal code.
Postal items and postal orders can be addressed on demand (indicating on the postal item or form of postal money transfer the name of the postal object, last name, first name, patronymic of the addressee) or to a PO box (indicating on the postal item or form of postal money transfer the name of the postal service, the cell number of the subscription mailbox, the last name, first name, patronymic of the addressee or the full name of the legal entity).

24. Payment for the provision of postal services is charged from the sender upon receipt of postal items and postal orders in accordance with the tariffs in force on the date of acceptance, unless otherwise specified by the agreement between the postal operator and the user of postal services.
There is no charge for sending domestic and international secograms by ground transport.

25. To confirm payment for postal services for sending ordinary and registered written correspondence provided by federal postal organizations, state postage marks are used. The following are used as state signs of postage:
a) postage stamps affixed to letter post or typographically applied to postal envelopes and postcards;
b) imprints of state signs of postage, applied by franking machines;
c) other signs established by the Federal Communications Agency and applied in a typographical way.

26. State signs of postage are placed in the upper right corner of written correspondence. Sticking postage stamps on written correspondence for the amount of the cost of the postal service is the responsibility of the sender. Sticking one postage stamp on another is prohibited.

27. Sold state signs of postage are not subject to exchange and return. Postage stamps withdrawn from postal circulation, damaged (dirty, damaged, sealed, canceled in any way), as well as foreign postage stamps, are not used to confirm payment for postal services.

28. To pay for the services of sending international letter-post that meets the requirements established by these Rules, international reply coupons issued by the International Bureau of the Universal Postal Union may be presented.
International response coupons presented upon acceptance of a postal item shall be exchanged for postage stamps in accordance with the air transport tariff for one simple international letter weighing up to 20 grams.

29. Postal items and postal orders are accepted at postal facilities. Ordinary written correspondence, with the exception of secograms, for which the payment for forwarding services is confirmed by postage stamps, may be dropped into mailboxes.
Letters dropped into mailboxes without confirmation of full payment for the service are not sent to their destination and are returned without cancellation of stamps to senders, and in the absence of the sender's address, they are transferred to the number of undistributed postal items. Written correspondence with imprints of clichés of franking machines and other signs confirming payment for postal services is accepted at postal facilities specified by the postal operator.

30. International postal items are accepted and executed in accordance with the requirements of these Rules, acts of the Universal Postal Union and international treaties of the Russian Federation in the field of international postal exchange.
Legal entities send international parcels in closed form (sealed or sealed with their own seal, as well as sealed or sealed by the customs authorities of the Russian Federation) according to the lists of the established form with the required number of customs declarations and an accompanying form attached to each parcel.

31. Postal items of diplomatic and consular missions of foreign states, international intergovernmental organizations and representative offices of foreign states under these organizations in the Russian Federation for shipment within the Russian Federation, as well as postal items sent to the address of these institutions, are paid and issued as internal, but are processed , are forwarded and delivered in the manner prescribed for international mail.

32. Registered postal items and postal orders are accepted at postal facilities with the obligatory indication of the sender's address.
Upon acceptance of a registered postal item or postal order, the sender is issued a receipt. The receipt indicates the type and category of the postal item (mail order), the addressee's surname (name of the legal entity), the name of the postal service object of the destination, the number of the postal item (mail order).

III. Delivery (delivery) of postal items and payment of postal orders

33. Postal items (postal orders) are delivered (paid) in accordance with the addresses indicated on them or issued (paid) at postal facilities.
The procedure for the delivery of postal items (payment of postal orders) to the address of a legal entity is determined by an agreement between it and the postal operator.
In the cells of subscriber mailboxes, mailboxes, cells of subscription mailboxes, mailboxes of strong points are lowered in accordance with the addresses indicated on them, unless otherwise specified by the agreement between the postal operator and the user of postal services:
a) ordinary postal items;
b) notices of registered postal items and postal orders;
c) notices of ordinary mail items, the size of which does not allow them to be placed in the cells of mailboxes;
d) simple notices of delivery of postal items and payment of postal orders.

34. Delivery of ordinary postal items addressed on demand, registered postal items, as well as payment of postal orders to addressees (legal representatives) are carried out upon presentation of identity documents.

35. Postal items and postal orders, if it is impossible to deliver (pay) them to the addressees (their legal representatives), are stored in postal facilities for a month. The period of storage of postal items and postal orders may be extended at the request of the sender or the addressee (his legal representative).
If the addressee does not appear for the postal item and postal order within 5 working days after the delivery of the primary notice, a secondary notice is delivered to him and handed against receipt.
The addressee (his legal representative), and in case of return, the sender may be charged for storing the registered postal item for a period of more than one working day after the delivery of the secondary notice with an invitation to the postal facility to receive the postal item (not counting the day delivery). The amount of payment for storage is determined in accordance with the tariffs set by postal operators.
After the expiration of the established storage period, ordinary written correspondence not received by the addressees (their legal representatives) is transferred to the number of unclaimed mail. Registered postal items and postal orders not received by the addressees (their legal representatives) are returned to the senders at their expense at the return address, unless otherwise provided by the agreement between the postal operator and the user. If the sender refuses to receive and pay for the forwarding of the returned postal item or postal order, they are transferred for temporary storage to the number of unclaimed ones.

36. The postal item or postal order is returned to the return address:
a) at the request of the sender;
b) if the addressee (his legal representative) refuses to receive it;
c) in the absence of the addressee at the specified address;
d) if it is impossible to read the address of the addressee;
e) under other circumstances that exclude the possibility of the postal operator fulfilling its obligations under the contract for the provision of postal services.
For the return of registered postal items and postal orders to a new address, a fee is charged, the amount of which is determined in accordance with the tariffs in force on the date of return (sending to a new address).

37. Issuance by a postal operator of international postal items to addressees (their legal representatives) is carried out in compliance with the requirements of the customs legislation of the Russian Federation.
International postal items, for which the customs authority located at the place of international postal exchange has assessed customs payments, are issued to the addressees (their legal representatives) only after payment of the accrued customs payments in accordance with the customs legislation of the Russian Federation.

38. Ordinary postal items removed from mailboxes without addresses or with incomplete, unclear, abbreviated addresses, postal items with missing (damaged) addresses that do not allow them to be sent to their destination or returned to senders, are transferred for temporary storage to the number of undistributed.

39. Undistributed postal items are opened on the basis of a court decision in order to establish the addresses of users or other information necessary for delivery (delivery) to their addressee or return to the sender. The postal operator is obliged, as undistributed postal items are received for temporary storage, but at least once a quarter, to apply to the court to obtain permission to open the postal items.
Opening of undistributed postal items is carried out by a commission appointed in the manner established by the postal operator, with the involvement, if necessary, of representatives of law enforcement agencies.
If, as a result of a preliminary investigation, it is established that the attachments of undistributed mail items contain items or substances that, when the mail items are opened, may pose a danger to human life and health, then these mail items are seized and destroyed without opening. The destruction of postal items is carried out in compliance with the necessary security measures.
Upon opening, seizing or destroying an undistributed postal item without opening, the commission draws up an act.
If, when opening an undistributed postal item, it was possible to establish the addresses of users of postal services, then it, together with one copy of the act, is packed and sent to the addressee or returned to the sender. In the event that the addresses of users of postal services are not established, postal items are transferred to the number of unclaimed ones.

40. Unclaimed postal orders are monthly transferred for temporary storage to the organization of the federal postal service, determined by the Federal Communications Agency.

41. Temporary storage of unclaimed postal items and unclaimed postal orders is carried out within 6 months. Opening, seizure and destruction of unclaimed postal items are carried out in accordance with paragraph 39 of these Rules.
Unclaimed written communications are subject to seizure and destruction. Other attachments of unclaimed postal items become the property of the postal operator in the manner prescribed by Article 226 of the Civil Code of the Russian Federation.
If the cost of investing an unclaimed postal item or the amount of unclaimed funds is less than five times the minimum wage, the embedding of the postal item is transferred according to the act to the balance of the postal operator, and the funds are transferred to the federal postal organization determined by the Federal Communications Agency. In other cases, similar actions with attachments of postal items and cash are carried out on the basis of a court decision on the claim of the postal operator.

42. The procedure for registration and delivery of defective postal items is established by postal operators.

IV. Rights and obligations of users of postal services

43. Users of postal services are obliged to comply with the requirements established by these Rules.

44. Prior to the issuance of a registered postal item to the addressee (his legal representative) or the payment of a postal order, the sender has the right, in the manner established by the operator, on the basis of his written application:
a) order the return of his postal item or postal order;
b) order the issuance of a postal item or the payment of a postal order to another person and to another address, or the delivery (payment) of it to the same addressee, but to a different address;
c) extend the period of storage of a postal item or postal order;
d) order what to do with the international parcel in case of non-delivery to the addressee (his legal representative), making a note on the accompanying form to it.
The sender has the right to receive back registered postal items or postal orders that have not yet been sent to their destination. The procedure and conditions for the return in this case of the processing fee are established by the postal operators.

45. The addressee (his legal representative) has the right to refuse the postal item or postal order received at his address by making a note about this on the postal item or notice. If the addressee (his legal representative) refuses to make such a note, it is made by the postal worker.

46. ​​The addressee (his legal representative) has the right, for an additional fee, to make an order (in writing) to send or deliver to another address the postal items and postal orders received in his name.

V. Rights and obligations of postal operators

47. Postal operators are obliged:
a) forward postal items and make postal orders within the established time limits;
b) ensure the safety of postal items and postal orders received from users;
c) ensure the quality of postal services in accordance with the regulations governing the activities in the field of postal communications and the terms of the contract;
d) render, in the cases and in the manner prescribed by law, assistance to law enforcement agencies in carrying out operational-search activities and procedural actions;
e) certify free of charge powers of attorney of citizens for the receipt by their representatives of postal items and postal orders addressed to them;
e) respect the secrecy of communication.

48. Information about the address data of users of postal services, about postal items, postal transfers, telegraphic and other messages included in the scope of activities of postal operators, as well as these postal items themselves, transferred funds, telegraphic and other messages are secret communications and issued only to senders (addressees) or their legal representatives.

49. Postal operators have the right to detain domestic postal items, the contents of which are prohibited from being forwarded, at the place of their discovery.
Postal operators are obliged to immediately notify the relevant authorities authorized to confiscate prohibited items and substances about the fact of detection in postal items of an attachment prohibited for forwarding and detention of these postal items. The postal operators are obliged to immediately notify the customs authorities of the Russian Federation about this fact in relation to international postal items.
Items that, by their nature or due to packaging, may pose a danger to human life and health, pollute or damage (damage) other postal items and property, are confiscated by postal operators and destroyed, if this danger cannot be eliminated in another way, with the preparation of an appropriate act.
Postal operators are obliged to inform the sender or addressee about the seizure or destruction of items and substances prohibited for shipment within 10 days, except for cases when, upon the discovery of these items and substances by law enforcement agencies, a decision is made to conduct operational search activities.

50. Postal operators provide postal services only if they have an appropriate license.

51. The postal operator has the right to refuse users of postal services to provide postal services at the postal facility if such service is not included in the list of postal services approved by the postal operator for this facility.

VI. Submission and consideration of claims

52. In case of non-fulfillment or improper fulfillment of obligations for the provision of postal services, the user of postal services has the right to present a claim to the postal operator, including a claim for compensation for damage.
Claims related to non-delivery, untimely delivery, damage or loss of an internal postal item, non-payment or late payment of transferred funds are presented to both the postal operator who accepted the item and the postal operator at the destination of the postal item, within 6 months from the date of sending a postal item or making a postal transfer.
Claims for the search for international postal items are accepted and considered in the manner and terms provided for by the legislation of the Russian Federation and international treaties of the Russian Federation.

53. Claims are made in writing. When filing a claim, the user (his legal representative) must present an identity document. If the claim is filed not by the user himself, but by his authorized representative, a power of attorney issued in the name of this person is presented.
The claim shall be accompanied by a copy of the contract for the provision of postal services or another document certifying the fact of the conclusion of the contract (receipt, list of attachments) and evidence of non-fulfillment or improper fulfillment by the postal operator of obligations under the contract for the provision of postal services (the shell of the postal item, the packaging of the defective postal item etc.), and in the event of a claim for damages, information about the amount of damage caused.
Claims regarding untimely delivery (delivery) of domestic ordinary postal items are accepted upon presentation of the postal item or its shell with the dates of receipt and receipt of the postal item indicated on it by the postal operator.

54. The claim shall indicate:
a) details of the identity document of the applicant;
b) type of postal item;
c) the number of the postal item or postal order;
d) date and place of admission;
e) place of destination;
f) the amount of the declared value or a detailed list and value of the attachment sent;
g) address and full name of the sender and addressee;
h) type of packaging.

55. The procedure for registration and consideration of claims is established by the postal operator. The postal operator is obliged to consider the claim and give the applicant an answer (in writing) within the following terms: a) for claims regarding postal items and postal orders sent (transferred) within one locality - within 5 days;
b) for claims in respect of all other domestic mail and postal orders - within 2 months.
In case of refusal to satisfy the claim or its partial satisfaction, the documents attached to the claim shall be returned to the applicant.
If the postal operator refuses to satisfy the claim, if it agrees to partially satisfy the claim, or if the postal operator does not receive a response within the time period established for considering the claim, the user of postal services has the right to file a lawsuit in court.

56. The payment of funds to compensate for damage caused as a result of non-performance or improper performance of postal services is made by postal operators no later than 10 days from the date of recognition of the claim.
If a postal item is found after the applicant has been compensated for its loss, the postal item is handed over to the addressee (his legal representative) or returned to the sender. In this case, the applicant (addressee or sender) shall be charged the amount of compensation paid, minus the amount of compensation for the delay in sending the postal item. If the applicant refuses to return the amount of compensation, the postal item is transferred to the number of undistributed.

VII. Responsibility of postal operators and users of postal services

57. For non-fulfillment or improper fulfillment of obligations for the provision of postal services, postal operators shall be liable to users of postal services. Postal operators are liable for loss, damage (damage), shortage of attachments, non-delivery or violation of the terms for sending postal items and making postal money transfers, other violations of established requirements for the provision of postal services.
Losses caused during the provision of postal services are reimbursed by the postal operator in the following amounts:
a) in case of loss or damage (damage) of a postal item with a declared value - in the amount of the declared value and the amount of the postage fee, except for the fee for the declared value;
b) in case of loss or damage (damage) of a part of the attachment of a postal item with a declared value when it is sent with an inventory of the attachment - in the amount of the declared value of the missing or damaged (damaged) part of the attachment indicated by the sender in the inventory;
c) in case of loss or damage (damage) of a part of the attachment of a postal item with a declared value when it is sent without a description of the attachment - in the amount of a part of the declared value of the postal item, determined in proportion to the ratio of the mass of the missing or damaged (damaged) part of the attachment to the mass of the forwarded attachment (without the weight of the shell of the postal item);
d) in case of non-payment (non-execution) of a postal transfer - in the amount of the transfer amount and the amount of the forwarding fee;
e) in case of loss or damage (damage) of other registered postal items - in the amount of double the amount of the forwarding fee, in case of loss or damage (damage) of part of their enclosure - in the amount of the forwarding fee.
In case of violation of the deadlines for sending postal items and making postal money transfers for personal, family, household and other needs not related to the entrepreneurial activities of citizens, postal operators pay a penalty in the amount of 3 percent of the postal service fee for sending for each a day of delay, but not more than the amount paid for such a service, and for violation of the deadlines for sending a postal item by air - the difference between the payment for sending by air and ground transport.
Compensation for damage caused in the course of activities in the field of postal communications is made voluntarily or by a court decision in the manner established by the legislation of the Russian Federation.

58. Postal operators are not responsible for:
a) loss, damage (damage), non-delivery of postal items or violation of the deadlines for their transfer, if it is proved that these occurred due to force majeure circumstances;
b) damage to the attachment of a postal item accepted in closed form and issued against receipt to the addressee (his legal representative) in compliance with the requirements established by these Rules, in the absence of external damage to its packaging and the mass of the postal item corresponds to the mass determined upon its acceptance;
c) delay, withdrawal or destruction of a postal item or part of its attachment, delay or withdrawal of a postal order in the manner prescribed by the legislation of the Russian Federation and these Rules;
d) violations not related to the execution of the contract for the provision of postal services;
e) the content of customs declarations, in whatever form they may be drawn up by the sender, and the decisions taken by the customs authorities during the customs control of international postal items.

59. Issues of liability for loss or damage (damage) of international postal items are regulated by the legislation of the Russian Federation and international treaties of the Russian Federation.

60. Users of postal services are liable in accordance with the legislation of the Russian Federation for damage caused to other users or persons involved in the processing of postal items as a result of the inclusion of items and substances prohibited for shipment in postal items, or as a result of improper packaging of the forwarded attachment.

Posted: 05/26/2017

Rules for the provision of postal services

The rules for the provision of postal services govern the relationship between the sender and the telecom operator. They also set their rights.

Postal services are provided by postal associations, postmen during working hours and freelance communications workers. The types of services that are provided by one or another department are set on an individual basis. Postal operators work according to the contract. The document on the provision of services is public.

Services,which are provided by post offices are divided into universal and others. The first includes all the procedures that are standard for us. Their prices are set by the federal authority for the settlement of local monopolies. Other services include money transfers and sending parcels and letters to other countries (EMS services). Terms and tariffs for them are set by the postal operator.

The procedure for communicating information by the telecom operator.

At the entrance to the postal facility, a sign is placed indicating the name of the postal operator, the name and mode of operation of the facility, and its postal code.

Inside the postal facility, in a place that is visible and accessible to users of postal services, there should be a book of applications and proposals and the necessary information material, including:

a) the name of the postal operator and its location;

b) the address of the postal service and its postal code;

c) information about the place of acceptance and consideration of claims;

d) list of rendered services, terms of their rendering and tariffs for them;

e) the procedure for addressing and paying postal money orders;

f) the procedure for addressing, packing and paying for the forwarding of postal items, the sizes and maximum weight established for them;

g) the period of storage of undelivered postal items and unpaid postal orders;

h) a list of items and substances prohibited for shipment;

j) a copy of the license for the provision of postal services;

l) information on the responsibility of postal operators and users of postal services;

m) other information related to the provision of postal services by the operator.

Inside the postal facility, in which universal postal services are provided, a mailbox is additionally placed for collecting written correspondence and the following information is indicated:

a) on the standards for the frequency of collecting written correspondence from mailboxes, its exchange, transportation and delivery;

b) on the deadlines for sending written correspondence;

c) on the procedure for the provision of universal postal services.

The mailboxes indicate the name of the postal operator, the number assigned to the mailbox, the days of the week and the time at which written correspondence is collected.

Types of postal items/transfers

Postal items and postal orders are divided into internal(accepted for shipment within the territory of the Russian Federation) and international(accepted for shipment outside the Russian Federation, arriving on its territory from other states or following in transit through the territory of the Russian Federation).

Postal items are divided into the following categories:

a) simple(including those sent in the form of an electronic document) - received from the sender without issuing him a receipt and delivered (handed over) to the addressee (his authorized representative) without his receipt;

b) registered(custom-made, including those sent in the form of an electronic document, ordinary, with declared value (postal item accepted with an estimate of the value of the attachment determined by the sender) - accepted from the sender with the issuance of a receipt to him and handed over to the addressee (his authorized representative) with his receipt in receipt.

Registered postal items (postal orders) can be sent with acknowledgment of receipt(in international postal exchange - with notification of receipt) (when submitting which, the sender instructs the postal operator to inform him or the person indicated by him when and to whom the postal item was delivered (the postal order was paid).

Insured postal items may be sent:

- with cash on delivery(sent between objects of the federal postal service, upon submission of which the sender instructs the organization of the federal postal service to receive the amount of money established by him from the addressee and send it to the address indicated by the sender);

- with a description of the attachment.

Postal operators provide postal services only if they have an appropriate license issued in accordance with the Federal law dated 04.05.2011 N 99-FZ "On licensing certain types of activities".

Reception of postal items and postal money orders

In internal postal items, attachments are sent that are not prohibited from being sent within the territory of the Russian Federation in accordance with the Federal Law of July 17, 1999 N 176-FZ "On Postal Communication".

In international postal items, attachments are sent that are not prohibited:

a) for import into the territory of the Russian Federation;

b) for export from the territory of the Russian Federation and for import into the state of destination.

Prohibitions and restrictions when sending goods in international postal items are established by the customs legislation of the Russian Federation.

Postal orders are accepted for shipment in the currency of the Russian Federation.

Postal items are accepted in packaged form. The packaging of postal items must correspond to the nature of the attachment, the conditions of shipment, exclude the possibility of damage to the attachment during processing and shipment, access to it without breaking the shell, damage to other items and causing any damage to property and postal workers.

Postal items are accepted in open form in the following cases:

a) when they are sent with a description of the attachment;

b) if there are signs of the content in the postal item of items or substances prohibited for shipment.

Standard post office services include forwarding and delivery.

Additional services include package packaging, money transfers, storage of parcels or their home delivery.

Often it is the communications departments that issue pensions and accept payments for utility bills. Such services are not governed by postal regulations. They are produced on a contractual basis with certain organizations.

Payment for postal services

First of all, you should pay attention to the fact that in each post office there should be in a conspicuous place information about the services and their cost. You can pay for the shipment both in cash and by bank transfer. It is also possible to use postal signs. These include definitive and imperforate stamps, as well as prepaid envelopes.

Postage stamps must be placed in the upper right corner. If this is a power of attorney or a statement, then they are placed in any convenient free place. Soiled, obsolete or damaged postal signs are considered invalid. It should be noted that they are not subject to return and exchange in any external condition.

Parcels, registered letters, parcels, money transfers, storage and other additional services are paid only in cash. At the request of the customer, securities can be sent in marked envelopes. Enterprises and organizations can pay for postal services at the nearest bank branch.

Payment for postal services is charged from the sender upon receipt of postal items and postal orders in accordance with the tariffs in force on the date of receipt, unless otherwise specified by the agreement between the postal operator and the user of postal services.

The procedure for payment for postal services for the delivery (delivery) of ordinary and registered postal items sent in the form of an electronic document is determined by the agreement between the postal operator and the user of postal services.

The fee for the provision of postal services for the delivery (delivery) of ordinary and registered postal items sent in the form of an electronic document should not exceed the maximum level of tariffs established for universal postal services.

Standards, deadlines and tariffs for the provision of postal services that are not related to universal postal services are established by postal operators.

Rights and obligations of users of postal services

The user of postal services is obliged to pay for the services rendered to him.

Prior to the issuance to the addressee (his authorized representative) of the registered postal item or the payment of the postal order, the sender has the right, in the manner established by the operator, on the basis of his written application:

a) order the return of his postal item or postal order;

b) order the issuance of a postal item or the payment of a postal order to another person and to another address, or the delivery (payment) of it to the same addressee, but to a different address;

c) extend the period of storage of a postal item or postal order;

d) order the implementation of the actions provided for by the acts of the Universal Postal Union, in case of non-delivery of the international parcel to the addressee (his authorized representative), by making a note on the accompanying form to it.

The sender has the right to receive back registered postal items or postal orders that have not yet been sent to their destination. The conditions for the return of the postal item processing fee in this case are established by postal operators.

The addressee (his authorized representative) has the right to refuse the postal item or postal order received at his address by making a note about this on the postal item or notice. If the addressee (his authorized representative) refuses to make such a note, it is made by the postal worker.

The addressee (his authorized representative) has the right, for an additional fee, to make an order (in writing) to send or deliver to another address the postal items and postal orders received in his name.

Rights and obligations of postal operators

Postal operators are required to:

a) forward postal items and make postal orders within the established time limits;

b) ensure the safety of postal items and postal orders received from users;

c) ensure the quality of postal services in accordance with the regulatory legal acts regulating activities in the field of postal communications and the terms of the contract;

d) render, in the cases and in the procedure established by the legislation of the Russian Federation, assistance to authorized state bodies carrying out operational-search activities or ensuring the security of the Russian Federation in the course of conducting operational-search measures and investigative actions;

e) respect the secrecy of communication.

Information about the address data of users of postal services, about postal items, postal orders, telegraphic and other messages included in the scope of activities of postal operators are secret connection and are issued only to senders (addressees) or their authorized representatives.

Postal operators have the right to detain domestic postal items, the contents of which are prohibited from being forwarded, at the place of their discovery.

Items that, by their nature or due to packaging, may pose a danger to human life and health, pollute or damage (damage) other postal items and property, are confiscated by postal operators and destroyed, if this danger cannot be eliminated in another way, with the preparation of an appropriate act.

Postal operators are obliged to inform the sender or addressee about the seizure or destruction of items and substances prohibited for shipment within 10 days, except in cases where, upon the discovery of these items and substances, law enforcement agencies decide to conduct operational search activities.

The postal operator has the right to refuse to provide postal services to users of postal services in the postal facility, if such a service is not included in the list of postal services.

Claims procedure.

According to Art. 37 of the Federal Law of the Russian Federation dated 17.07.1999 N 176-FZ "On postal service" in case of non-fulfillment or improper fulfillment of obligations for the provision of postal services, the user of postal services has the right to present a claim to the postal operator, including a claim for compensation for damage.

Claims in connection with non-delivery, untimely delivery, damage or loss of the postal item, or non-payment of the transferred funds, are presented within six months from the date of submission of the postal item or postal money transfer.

Claims are presented in writing and are subject to mandatory registration in the prescribed manner.

Written responses to complaints must be given within the following timeframes:

• for claims for postal items and postal money transfers sent (transferred) within one locality - within five days;
• for claims for all other postal items and postal money orders - within 30 days.

A claim to the organization of the federal postal service can be presented both at the place of receipt and at the place of destination of the postal item.

Claims for the search for international postal items are accepted and considered in the manner and terms provided for by the legislation of the Russian Federation and international treaties of the Russian Federation.

Issues of liability for loss or damage (damage) of international postal items are regulated by the legislation of the Russian Federation and international treaties of the Russian Federation.

If the postal operator refuses to satisfy the claim, or ifconsent to satisfy the claim in part, or in case of failure to receive a response from the postal operator within the time limits established for considering the claim, the user of postal services has the right to file a complaint with the Ministry of Communications of Russia.

If the dispute between the consumer and the postal service operator is of a property nature, then permission exclusively through the courts.

On April 9, a new edition of the Rules for the provision of postal services, approved by order of the Ministry of Communications of the Russian Federation, comes into force. The document officially establishes the possibility of the client's refusal to receive paper notices. The user of postal services will be able to use alternative methods of notification of the receipt of items at his address, for example, through sms, push - notifications in the mobile application or by e-mail.

The possibility of issuing a postal item with user identification through information and communication technologies provided by the federal postal operator is fixed, without the recipient presenting an identity card and filling out a standard notice. At the same time, alternative methods of identifying customers will be used along with the existing one.

Recall that in all branches of the Russian Post in Moscow and the Moscow region, customers can already receive items that do not require payment using a simple electronic signature. This allows you to reduce the time for issuing mail by 5 times and eliminate the need to fill out paper notices. The service is provided free of charge on the basis of the registration form completed at the post office. It contains passport data and the client's mobile phone number. When submitting an application to the operator, the consumer must present a passport to confirm their identity.

After a single execution of this document, the client will no longer have to fill out paper notices. Now, when receiving a parcel, the client needs to tell the operator his phone number or the tracking number of the shipment. And he will receive an SMS message with a confirmation code, which the recipient will need to call the post office operator to receive the shipment.

From April 9, the period of storage of parcels in post offices is reduced to 15 days. The storage period for postal orders and written correspondence, which also includes international small packages, remains the same - 30 calendar days.

With the development of e-commerce, the load on post offices is significantly increasing. According to preliminary data, in the first quarter of 2018, the Russian Post processed more than 95 million mail items, of which more than 1 million were parcels. Reducing the storage time of bulky mail items in post offices is aimed at improving the quality of customer service. It will optimize the storage area and reduce the time required for the issuance of mail items.

« The amendments to the Rules for the provision of postal services adopted by the Russian Ministry of Communications will allow the Russian Post to actively introduce new technologies for working with mail and optimize business processes. Thanks to the changes made, we will be able to expand and make our postal services more accessible to customers., - notes Yaroslav Mandron, Deputy General Director of the Russian Post for Strategy and State Regulation. -The new order is only the beginning of work to improve postal regulation that meets world standards and the needs of customers. Our priority tasks include the adoption of a new law on postal services, which will provide a qualitative breakthrough in the postal industry».

The new edition of the Rules for the provision of postal services for the first time in the legislation of the Russian Federation mentions automated postal points. They will allow customers to independently receive and send mail without interacting with postal employees.

The document expands the list of international postal items that can be sent (including cash on delivery, with declared value), if this is provided for by agreements with foreign postal operators.

The Rules for the provision of postal services now spell out the procedure for presenting and registering claims.

Information sheet

Post officeis a federal postal operator, included in the list of strategic enterprises of the Russian Federation. It includes 42 thousand branches throughout the country and unites one of the largest labor collectives - about 350 thousand postal workers.

Every year, the Russian Post receives about 2.5 billion letters and invoices (of which 1 billion are from government agencies) and processes about 365 million parcels. Russian Post serves about 20 million subscribers in Russia, who receive 1 billion copies of printed publications per year. The annual volume of transactions that go through the Russian Post is more than 3.3 trillion rubles (pensions, payments and transfers).

Package- any domestic postal item containing a commodity attachment, or an international postal item with a commodity attachment weighing more than 2 kg.