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Claims

Kurier DPD doręcza paczkę do domu, uśmiechnięta kobieta odbiera przesyłkę. Kurier DPD doręcza paczkę do domu, uśmiechnięta kobieta odbiera przesyłkę.

Claims

With this form, you can conveniently file a claim via the website.

A claim is a report of damage, loss, or deficiency in the content of a parcel, or its delay.

We would like to remind you that in accordance with the Terms and Conditions of Domestic Services provided by DPD Polska Sp. z o.o., a parcel is considered lost/missing if it has not arrived at the destination indicated on the waybill within 30 days of the service completion deadline.

The report will be automatically forwarded to the Claims Department, and a confirmation email with a reference number will be sent to the provided address.

Additionally, the form can be used to report issues with errors on issued invoices.

Minimum requirements for the proper functioning of the online Claim Form - Firefox Mozilla browser version 19.0 or higher, Internet Explorer version 8.0 or higher, Google Chrome version 25.0 or higher.

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GDPR Information Clause - Claims

GDPR Information Clause

  1. The controller of your personal data is DPD Polska Spółka z ograniczoną odpowiedzialnością /limited liability company/ (DPD), with its registered seat at ul. Mineralna 5, 02-274 Warszawa.

  2. DPD has appointed a Data Protection Officer, who can be contacted via email at [email protected] regarding any matters related to the processing of your personal data.

  3. Your personal data collected by DPD in connection with filing a claim and the subsequent claims handling process will be processed for the following purposes: 

    1. to conduct the claims handling process concerning the service provided by DPD – the legal basis for processing is DPD’s legitimate interest (Article 6(1)(f) GDPR);

    2. for statistical and analytical purposes to improve service provision and monitor the efficiency of claims handling – the legal basis for processing is DPD’s legitimate interest (Article 6(1)(f) GDPR);

    3. to establish, pursue, or defend against legal claims – the legal basis for processing is DPD’s legitimate interest (Article 6(1)(f) GDPR).

  4. Submitting a claim via electronic means, including through the Claims Submission Form available at www.zgloszenia.dpd.com.pl, and providing the claimant's email address constitutes consent to receive correspondence (including notices, notifications, responses to the claim, or information about the appeal outcome) via electronic means to the email address provided by the claimant.

  5. Your personal data processed for the purposes mentioned in paragraph 3 above includes information provided in the Claims Submission Form and Damage Report – particularly your name, email address, and bank account number – as well as documents required for the claims handling process according to DPD’s service regulations and legal provisions governing claims submission and resolution.

  6. Your personal data may be shared with other entities to the extent necessary to: (i) properly assess and respond to the claim, and (ii) conduct legal or settlement proceedings if the claim is denied, compensation is not paid, and a claim is filed due to improper contract performance by DPD. Entities to which DPD may transfer your personal data for the above purposes include, for example, service providers responsible for handling the claim on DPD’s behalf, contact centre service providers, IT solution providers, insurance companies, legal offices, common courts, and public authorities handling settlements (e.g., the President of the Office of Electronic Communications).

  7. Your data will be processed for the duration of: (i) the claims handling process, including the review of an appeal against a claim rejection and the necessary period for compensation payment if the claim is approved, (ii) the limitation period for claims related to improper service performance by DPD, and (iii) any legal, settlement, or public authority proceedings related to the claim.

  8. You have the right to access, rectify, delete, or restrict the processing of your data and the right to object to its processing.

  9. You also have the right to file a complaint with the President of the Personal Data Protection Office (ul. Stawki 2, 00-193 Warsaw) if you believe the processing of your personal data violates GDPR regulations.

  10. You have the right to object to the processing of personal data for the purpose specified in paragraph 3 above (as part of DPD’s legitimate interest), for reasons related to your particular situation. For evidentiary purposes, DPD requests that objections be submitted in writing or electronically. For evidentiary purposes, DPD requests that objections be submitted in writing or electronically.

  11. Providing personal data is required by DPD to process and review your claim, except for optional personal data, which is voluntary. Failure to provide the required personal data will prevent the submission and review of the claim.

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Frequently asked questions

1) How can I file a claim?

A claim can be filed electronically using the form available on the website www.dpd.com.pl, under the "My DPD" section, or in print to the address: DPD Polska Sp. z o.o. Claims Department, ul. Mineralna 5, 02-274 Warsaw. Please include the necessary documents (see point 6) to allow us to process your claim efficiently.

2) When will I receive a response to my claim?

Our goal is to minimise the waiting time for responses to your claim. It is important to ensure that all required documents are included. The maximum timeframe for issuing a decision on a fully documented claim is 30 days.

3) What should I do if I notice damage to the parcel?

If damage is identified, you may draft a damage report in the presence of the courier or complete the electronic damage report available at  www.dpd.com.pl/protokol

We recommend completing the report as soon as possible after delivery. For externally visible damage, this should be done on the day the courier delivers the parcel.

Please include photographs showing the parcel's packaging and the extent of the damage.

Please note that completing a damage report does not initiate the claim procedure. Apart from completing a damage report, you must file an official claim, attaching the electronic report and photos.

4) When should I file a claim?

All claims should be submitted as soon as possible after the incident and once all relevant documentation is gathered. Formal deadlines for filing claims depend on the type of service. You can find more information in the Terms and Conditions of Domestic Services and the Terms and Conditions of International Services.

5) I have filled out a damage report – what next?

If damage to the parcel is identified, you must submit a written claim. The process for filing a claim is described in question 1. We would like to remind you that filling in a damage report does not initiate the claim procedure.

6) What documents do I need to attach to the claim?

The required documents are listed in the claim form. After selecting the reason for your claim from the list, the form will indicate the necessary documents. In cases of damage, the following documents are essential: consignment note/waybill, claim form generated via the claim submission form, damage report completed with the courier or electronic damage report (if prepared), proof of the parcel's value. Full details can be found in the current Terms and Conditions.

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