Complaints

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. COMPLAINT ON 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 complaint about the ETC device malfunction, submit the device for which the complaint 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 if 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 “Complaint about ETC device malfunction“ is taken and filled in at the premises where the complaint is filed.

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

2. COMPLAINT ON ILLOGICALLY REDUCED FUNDS FROM THE ETC DEVICE

In case of a complaint about an illogically debited balance on an ETC device, the user shall file a complaint 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 - Complaint about the amount of toll paid with ETC device (for closed system)

The filled-in complaint 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 filing a complaint is 60 (sixty) days. All required information must be written in the form, otherwise the complaint shall be rejected as incomplete.
 

3. COMPLAINT ON RESPONSE TO RECLAMATION/NOTIFICATION OF CLAIM

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

ico-adobe - Complaint

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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