Handling complaints and reports

A person may submit complaints or reports directly upon arrival at the Emergency Response Centre, by post (regular or e-mail) or via courier. 

The complaint or report may be submitted in a free form. It should indicate the name, surname, place of residence (for a natural person) or the name, code, registered office address (for a legal person) and other contact details by which the person wishes to receive the response.

A complaint or report must be signed. Complaints or reports submitted by email must be signed with e-signature. Complaints or reports without signature may be not examined.

The service shall be provided within 20 working days of the start of the administrative procedure. Where, for objective reasons, the administrative service cannot be provided within this time limit, the Chief of the Emergency Response Centre may extend the time limit by up to 10 working days; the person shall be notified of the extended time limit of the administrative procedure in writing or by email (where a complaint or request was received by electronic means) and shall be informed of the reasons for the extension.

The person shall receive the response in the same way in which the complaint or report was submitted (unless the person wishes to receive the response in a different way). The person may appeal against the decision of the administrative procedure in the manner prescribed by law.