STEP-BY-STEP ROUTE · EVERYDAY LIFE & RIGHTS
Postal or courier delivery problem
Handle loss, damage, delay or incomplete postal service through the required complaint and regulator steps.
Free step-by-step guide
This guide is based on official sources. Requirements, forms and local procedures may change, so open the link in the relevant step and check the current version before filing.
Open a step to see the action and its relevant official link. Required documents may depend on your case; check the list for your grounds before filing.
My step checklist and print guide
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01Record the shipment and damage
What to do
Keep the tracking number, receipt and packaging; photograph damage. For damage or missing contents, complain no later than the next working day after delivery.
Where to go
The operator that accepted or delivered the shipment.
What to prepare
- Receipt, tracking number, photos and damage report if available
First identify your route
- The parcel was lost or not delivered.
- The contents were damaged or reduced.
- The postal operator rejected the complaint or did not answer.
02Complain to the postal operator
What to do
Identify sender, recipient, reference, value and reason. Other complaint periods are 60 days domestically and 6 months internationally, starting the day after posting.
Where to go
Your postal/courier operator's official complaints desk.
What to prepare
- Complaint, receipt and value / damage evidence
03Complete the operator's appeal where required
What to do
For the universal postal service, first appeal the complaint decision to the operator within 15 days of the reply. For other services, retain the complaint decision.
Where to go
The same operator's complaints department.
What to prepare
- Complaint decision and internal appeal if required
04Escalate the unresolved dispute to RATEL
What to do
Apply within 15 days of rejection; with no reply, within 90 days of the complaint / required internal appeal. Use the postal form, not the telecommunications form.
Where to go
RATEL online form; alternatively postanskotrziste@ratel.rs or Palmotićeva 2, 11103 Beograd.
What to prepare
- Form, complaint, submission evidence, decision and supporting records
Translation and filing
Translation and certification
Before translating a foreign-issued record, ask the receiving institution whether it needs a Serbian translation by a court-certified translator (sudski tumač), whether an apostille/legalization is required, and in which order. Requirements differ by country and document. An ordinary or automatic translation is not a certified translation when certification is required.
What happens next
File only through the confirmed method. Keep a copy of the submission, case/application number and proof of receipt. Ask how to check status, when to expect a reply and what to do if more information is requested.
Document overview and case variants
What may be required
- Shipment receipt
- Tracking number
- Complaint to the postal operator
- Decision or proof of no response
- Damage photos and messages if relevant
Compare this list with the documents in each step and the chosen authority's requirements. You can read the guide and prepare the package yourself without submitting a request.
Common variants
- The parcel was lost or not delivered.
- The contents were damaged or reduced.
- The postal operator rejected the complaint or did not answer.
The correct variant can only be confirmed after checking your status, documents and the authority's requirements.
What Serbia 360 can prepare — result preview
RESULT PREVIEW
What you receive if you order preparation
Before paying, you can see what the paid work actually delivers. The free guidance remains available whether or not you order anything.
Route, official sources, preliminary document list and a clear next step.
Work completed in the specimen case:
- Prepared: Completed delivery complaint
- Prepared: Completed disputed delivery chronology
- Confirm delivery facts and sign the complaint.
- Retain the submission receipt and service response.
Open the full specimen, copy its text or download the document. Required authority forms follow that institution’s rules; certification is performed by an authorised professional.
Package contents and review sheet · How to use the prepared output
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Serbia 360 helps organize documents and administrative steps. We do not make decisions for public authorities and do not replace a lawyer, notary, doctor or consulate where professional involvement is required.