Customer submissions

Specification of the method for submitting requests, claims and other suggestions

The customer services of the electronic toll system in the Czech Republic include receipt and handling of various types of customer submissions – requests, claims and complaints.

A claim must always be submitted in writing and the customer may apply it as follows:

  • through customer self-service in the submission section; 
  • in writing, by e-mail to or to the postal address of the System Operator's registered office (see contacts) or to the System Operator's data box;
  • in person at any Contact Point (or Distribution Point);
  • by telephone via the customer service line.

The complaint is submitted on the form, which is issued for this purpose by the System Operator. The customer may submit any written customer complaint only in Czech or English language. The complaint form is available in the section "Documents for download".

Your requests will be processed without undue delay, but no later than within thirty (30) days.

All other details about the basic terms of the claim submission, the manner of its application and the time of its handling are specified in the relevant provisions of the general business terms and conditions, which are available in the “Documents for Download” section.