Claims

PE “Roads of Serbia”, Sector for Toll Collection tries hard to react in a fast and efficient manner to all suggestions, remarks and complaints of the road users.

1. CLAIMS RELATED TO THE PROPER FUNCTIONING OF ETC DEVICE

Complaints about an ETC device malfunction may be submitted at toll stations and the PE “Roads of Serbia“ sales points, as well as at all authorized distributors’ sales points. The user shall, together with the claim related to the ETC device malfunction, submit the device for which the claim is being filed in order to have its functionality checked.

The warranty period for an ETC device is two (2) years, from the date of purchase.

The replacement of the device within the warranty period is possible:

  • If the ETC device has no traces of physical damage.
  • If it is determined that the reading of the ETC device is not possible, after authorized personnel has checked it.

The form “Claim related to ETC device malfunction“ is taken and filled in at the premises where the claim is filed.

After the claim has been processed, the authorized service personnel from the PE “Roads of Serbia“ shall contact the user in order to inform them on the outcome of the filed claim.

2. CLAIM RELATED TO ILLOGICALLY REDUCED FUNDS FROM THE ETC DEVICE

In case of a claim related to an illogically debited balance on an ETC device, the user shall submit a claim using a prescribed form which they fill in at the toll station itself, at the premises of the PE “Roads of Serbia” or by downloading the form given below:

ico-adobe - Claim related to the amount of toll paid with ETC device (for closed system)

The filled-in claim form for an illogically debited balance shall be sent to the following email address: This email address is being protected from spambots. You need JavaScript enabled to view it. or by mail to the address of PE “Roads of Serbia“, Ustanička 64/5, 11050 Belgrade.

Note: The deadline for sending a claim is 60 (sixty) days. All required information must be written in the form, otherwise the claim shall be rejected as incomplete.
 

3. OBJECTION TO RESPONSE TO CLAIM/REPORT

If the user has complaint on response to claim/report, this complaint shall be submitted by filling the following form:

ico-adobe - Claim

The filled-in complaint form may be sent to the following e-mail address: This email address is being protected from spambots. You need JavaScript enabled to view it. or by mail to the address of PE “Roads of Serbia“, Ustanička 64/5, 11050 Belgrade.

4. REPORT OF THE LOST/STOLEN ETC DEVICE

In case the ETC device is lost/stolen, its missing shall be reported by filling in the following form:  

ico-adobe - Report of the lost / stolen ETC device

The lost ETC device shall be blacklisted in order to prevent its further misuse. * Due to technical reasons, deadline for device blacklisting shall be ten days after the submission of the request.

Please contact User Service Center of the PE “Roads of Serbia” for all further information, questions and proposals.

 


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