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Claims

Fresh Logistics Polska

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 domestic road transport services: the Act - Transport Law (consolidated text of August 30, 2012, published in Journal of Laws of 2012, item 1173 as amended) and General Terms and Conditions for the Provision of Transport Services by Fresh Logistics Polska Ltd (available at www.freshlogistics.com.pl), Ordinance of the Minister of Transport and Construction of February 24, 2006 on determining the condition of shipments and complaint proceedings (Journal of Laws of 2006, No. 38, item 266, as amended) and General Terms and Conditions for the Provision of Transport Services by Fresh Logistics Polska are available on the website (https://polska.raben-group.com/uslugi/fresh-logistics/transport-krajowy/ogolne-warunki-sycji-uslug-przewozowych)

  • 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.

 

Frequently asked questions

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?