We are deeply sorry that our service hasn't met you expectations or your shipment has been damaged. We will spare no effort to handle your claim as soon as possible. Below please find the most frequently asked questions and answers concerning claims handling.
Claim is a complaint referring to failing to render or inappropriate rendering of a service, in particular concerning a damage, loss, or partial loss of goods in the consignment which occurred in the period between accepting the shipment for transport and its release, or a delay in the transport of goods.
The scope and rules of Carrier's liability are regulated by:
in the case of the international road transport service: the Convention on the Contract for the International Carriage of Goods by Road (CMR) (Journal of Laws of 1962, No. 49, item 238, as amended) and the General Terms and Conditions for the Provision of Transport Services by Fresh Logistics Polska available on the website (https : //polska.raben-group.com/uslugi/fresh-logistics/transport-krajowy/ogolne-warunki-soszenia-uslug-przewozowych/
Civil Code (Journal of Laws of 1964, No. 16, item 93, as amended)
Complaints submitted by customers with an account on myRaben.com / MyClaim
Customers with an account on the myRaben.com platform can submit a complaint via the MyClaim application:
a simple way to file a complaint
automatic download of shipment data
automatic drawing of documents from T&T
direct contact with the person examining the complaint
view the current status of the complaint
If in doubt, please refer to the instructions on the myRaben.com platform, available in the MyClaim application, in the Instructions tab.
Complaints by customers without access to myRaben.com / MyClaim
If you cannot log in to the MyClaim application due to the lack of an account on myRaben.com, please submit a complaint by completing the Claim Form.
Who can file a claim?
How to file a claim?
What is the form of a claim?
What documents must be submitted together with the claim concerning domestic transport?
What documents must be submitted together with the claim concerning international transport?
What documents must be submitted together with the claim concerning forwarding order?
What is the claim limitation period?
What are the limits of indemnity in domestic transport?
What are the limits of indemnity in international transport?
What amount of indemnity is paid?
How much time does the Carrier have to respond to the claim?