At Correos, one of the most important tools we have to improve our service are the complaints, incidents and queries from our customers. We must address them effectively in order to help customers resolve the subject of their request or complaint, and prevent further inconvenience in the future.
What is the difference between an incident, complaint and a query?
Incident: a customer contacts Correos to inform us of a problem with the service or a product that we need to solve.
Complaint: one of our customers contacts Correos to register their dissatisfaction with one of our services or products.
Query: a person asks us for information about a product or service offered by Correos.
We have the following channels to serve our customers:
Incidents / Complaints national shipments:
Incidents / Complaints international shipments:
Incidents / Complaints about Correos services:
Queries through website:
Queries through social networks:
(*) According to the average response time in 2021
(**) According to country and UPU regulations
If the resolution is negative, the customer will be informed and given an adequate explanation as to why the complaint or incident has been rejected. If the resolution is positive, the necessary steps will be taken to solve the customer’s problem.
Remember that in some Correos products there are a series of covers and guarantees. Depending on the decision taken during the resolution, and taking into account the product or service affected, the customer may receive compensation or indemnification. These indemnities can always be consulted in Coverage and Guarantees.