Notice on the manner and place of receipt of complaints

In accordance with Article 12, paragraph 1, item 9, and in connection with Articles 55 and 151, paragraph 3 of the Law on Consumer Protection (Official Gazette of RS, No. 88/2021)

Explore Balkans Ltd. Tour Operator Belgrade Zemun

Issues

NOTICE

About the method and place of receipt of complaints

The traveler can file a complaint due to non-execution or inadequate execution of contracted tourist services:

  • by mail to the address Explore Balkans doo, Dr Nedeljka Ercegovca 54/5, 11080 Zemun

We recommend sending registered mail with a return receipt.

The consumer can send a complaint electronically by sending an e-mail to the address info@explore-serbia.rs or in writing at Dr Nedeljka Ercegovca 54/5, 11080 Zemun.

Complaints are submitted during working hours from Monday to Friday (10 a.m. to 6 p.m.) to the person in charge of receiving complaints - Tatjana Anić.

The seller is obliged to respond to the consumer's complaint in writing or electronically without delay, and no later than within eight days from the day of receipt of the complaint. The seller's response to a consumer complaint must contain a decision as to whether he accepts the complaint, an explanation if he does not accept the complaint, a statement on the consumer's request on the method of resolution, and a specific proposal in which period and how to resolve the complaint if he accepts it. The deadline for resolving the complaint cannot be longer than 15 days.

If the seller rejects the complaint, he is obliged to inform the consumer about the possibility of settling the dispute out of court and about the competent bodies for the out-of-court settlement of consumer disputes based on Article 55, paragraph 12 of the Law on Consumer Protection. Competent bodies for resolving disputes out of court can be found at the following link https://vansudsko.must.gov.rs/adrbodies 

The procedure for the out-of-court settlement of consumer disputes can be initiated by the consumer only if he has previously submitted a complaint, that is, after receiving a response where the complaint is rejected.

We inform consumers that the trader is obliged to participate in the out-of-court settlement of consumer disputes based on Article 151, paragraph 3 of the Law on Consumer Protection.

Responsible person - Tatjana Anić