A customer may submit a complaint relating to:
- loss of a postal item
- failure to meet the time limit for the transfer and delivery of a postal item, only for local services;
- failure to perform or fully perform a postal service;
- damage to or deterioration of a postal item;
- being overcharged for a postal service; or
- any other matter
in writing within three months of receiving a local postal item or within six months of receiving an international postal item. A complaint regarding damage to or deterioration of a postal item should be made immediately, whereas customers under contract may submit it within 48 hours.