Complaint Resolution

After you have made a complaint, it should be resolved within the following maximum time frames:

  • Thirty (30) calendar days for postal packets posted within the Republic of Ireland for delivery within the Republic of Ireland.
  • Forty (40) calendar days for postal packets posted within the Republic of Ireland for delivery within Europe or to Canada, New Zealand, or Australia, and all other countries where the matters can be dealt with by email and any other electronic means, and
  • Sixty (60) calendar days for postal packets posted within the Republic of Ireland for delivery to the United States of America or any other country.

Complaints relating to postal packets posted from abroad to the Republic of Ireland can be made to An Post, provided that the inquiries are presented within a period of six months from the day after that on which the postal packet was posted.

Postal service providers should try ensure complaints are resolved as quickly as possible, and keep postal service users updated as to the progress on their complaint on at least one occasion if the resolution of the matter exceeds forty (40) calendar days.

Compensation

Redress is available to postal service users who have made a complaint if the response times and /or maximum handling times are not met. For example if An Post do not resolve the complaint within these time frames, you may be entitled to a payment of €15.

Compensation is available for lost, damaged, or delayed items.

Compensation available will depend on the service used. Postal service users should familiarise themselves with the Terms and Conditions of the service they use.

For standard post compensation is normally the cost of postage and a small compensation to cover any additional expenses incurred.

There is no requirement for compensation towards consequential loss.