Medlemsstaterne sikrer, at postbefordrende virksomheder stiller gennemsigtige, enkle og økonomisk overkommelige procedurer til rådighed for behandling af klager fra brugere af posttjenesterne, særlig i tilfælde af bortkomst, tyveri, beskadigelse eller manglende overholdelse af kvalitetsstandarderne for tjenesten (herunder procedurer for placering af ansvaret, hvor to eller flere virksomheder er involveret), uden at dette berører de relevante internationale og nationale bestemmelser om erstatning.
Member States shall ensure that transparent, simple and inexpensive procedures are made available by all postal service providers for dealing with postal users' complaints, particularly in cases involving loss, theft, damage or non-compliance with service quality standards (including procedures for determining where responsibility lies in cases where more than one operator is involved), without prejudice to relevant international and national provisions on compensation schemes.