Since November 2009, customers of the Czech Post have had a protector of their rights. Zuzana Kvášová became the historically first postal ombudsman. Candidates for the post went through a tough three-round selection process in order to allow the Czech Post to make a most careful choice of qualifying professional.

Zuzana Kvášová came to the Czech Post from the Ministry of Transport where she worked as a ministerial councillor. But she is not new to the postal environment. She worked with the Czech Post for a number of years, first at the HR Department, then at the Claims and Complaints Department. She describes the new post of postal ombudsman, reporting directly to director general, as follows: "Postal ombudsman's job description is fixed. Nevertheless, I'm counting on an ongoing formation and development of the job, like the Czech Post's has been developing."

"It is another step to an improved public image of the Czech Post," Petr Sedláček, Director General, commented on the post of postal ombudsman. "There are hundreds of postal regulations. When we are dealing with claims or complaints, it is necessary in some cases to go beyond the regulations. Postal ombudsman has the possibility to account for the circumstances of the case that have not been considered by the regulators, grant the customer's petition and, at the same time, propose an amendment to the regulation in question that would both be harmless for the Czech Post and bring maximum benefit to its customers."

What can be referred to the ombudsman?

Postal ombudsman is the last instance decision maker dealing with claims and complaints. As such, postal ombudsman will examine cases passed through the standard claim procedure system when the customers doubt or challenge the outcome of their motion or complaint filed with a post office.

Contact mailing address of the Postal Ombudsman:

JUDr. Zuzana Kvášová
poštovní přihrádka 99
225 99 Praha 025

You can also send your motion to the email address: kvasova.zuzana@cpost.cz

JUDr. Zuzana Kvášová - Graduate from the Law Faculty, Charles University in Prague. She started her professional career in Domácí potřeby, a former enterprise, as an HR manager specialised in labour law. From 1992 till 2008 she worked at different senior positions at the Czech Post.

In 2008 she took up the job of ministerial councillor at the Ministry of Transport.

On November 2, 2009 she has been appointed the protector of customers' rights at the Czech Post.

Mrs. Kvášová is married with two daughters.