Complaint Management

Trans-o-flex lays special emphasis on investigating complaints and indemnification claims.

Our goal is to explore the exact reasons of the problem and, as set forth by the General Terms and Conditions, come to a conclusion of each issue, with the consent of all parties, within the shortest time possible, but at most within 30 days following the receipt of the complaint. Complaints and indemnification requests may be submitted in writing only, within a six-month time limitation following the date of sending the package (or of filling in the record – see below).

As far as possible, we strive to introduce preventive measures (e.g. by reorganizing certain processes or communication channels) that help us minimize the chance of repeated mishaps.

Complaint Management

All received complaints get registered and are carried along an internal procedure that guarantees their unbiased, objective judgment.

Based on their subject matter, complaints may have to be submitted either to our customer service,
or to the finance department:

Issues to be submitted to the customer service:

•   Operational problems (late or partial delivery, loss, mistakes made by couriers etc.)

Contact information of the complaint managers:

In case of domestic deliveries:
Telephone: +36 1 8 777 417
Fax: +36 1 8 777 499
E-mail: reklamacio@tofhungary.hu
In case of international deliveries:
International Customer Service
Telephone: +36 1 8 777 410
Fax: +36 1 8 777 499
E-mail: intcs@tofhungary.hu
Trans-o-flex

Issues to be submitted to the finance department:

•   Modifying the payer (of the freight), wrong payer provided
•   Invoice complaints due to missed shipment consolidation
•   Technical complaints related to invoices (wrong buyer name, wrong payment deadline etc.)

Contact information of our finance department:

Telephone: +36 1 8 777 430
Fax: +36 1 8 777 498
E-mail: penzugy@tofhungary.hu

Important

For the sake of fast remediation and exact identifiability, please always indicate the waybill number(s) of the consignment(s) in question and the circumstances of the problem.

Damages management

These special complaints involve the destruction, full or partial loss, or the injury of consignments.

In order that the measure of responsibility of all relevant parties may be established beyond doubt, indemnification claims need to meet strict formal conditions. Basically, indemnification claims can be made by the sender.

Any indemnification claims can only be accepted in writing, providing the number of the waybill and attaching the following documents:

Indemnification Claim Sheet (original copy!)
Damages or Loss Record taken at the time of the delivery (or at any phase of the shipment, when the damage was perceived)
Document(s) certifying the content of the package
The document certifying the net sum to be recompensed

Important

In case the damage was caused by unavoidable events beyond trans-o-flex’ powers; or by improper packaging; or by wrong or double address, trans-o-flex cannot be held responsible for it, and in no case will it be responsible for indirect damages or missed profits.

In case of international shipments, indemnification takes place in accordance with the provisions of the international CMR convention.

Contact information of our damages officer:

Telephone: +36 1 8 777 470
Fax: +36 1 8 777 498
E-mail: karugy@tofhungary.hu