Form for Requests, Complaints, Appeals, and Compensation Claims
Mr. User
Pursuant to Resolution 5050 of 2016, the following information is provided regarding your right to file Petitions, Complaints, Claims, or Requests for Compensation in relation to the provision of the service. To this end, we present the following channels of attention:
Customer Service Line: Bogotá (601) 291 65 00
Email: pqr@pasar.net
PQRS or Compensation Claims can be submitted through the following channels:
Likewise, it is possible to submit PQRS through our website, which can be accessed through the following links: www.pasarex.com – clientes.pasarex.com
This text informs the user that, according to Subsection 4 of Article 31 of Law 1369 of 2009, and Article 2.2.7.1 and subsequent articles of Resolution 5050 of 2016, claims for compensation for loss, theft, or damage must be filed by the sender within ten (10) calendar days of receiving the postal item for domestic services, and six (6) months for international services. In the case of corporate clients, the terms and conditions agreed upon with the client shall apply.
On the other hand, claims for spoliation or damage must be filed by the recipient user within five (5) business days following receipt of the postal object.
Besides meeting the criteria outlined in Articles 2.2.7.3 and 2.2.7.4 for submitting your PQRS or Compensation Request, you must also attach the following documents to your claim:
Pursuant to Article 2.2.7.10 of the aforementioned Resolution, it is stated that:
In accordance with Article 2.2.7.10 of the aforementioned Resolution, it is stated: Dear User, your request, complaint, or claim will normally be resolved within fifteen (15) business days of receipt. This term may be extended if a more extensive investigation or testing is required, a situation that we will inform you of in a timely manner. If you are not satisfied with the response that PASAR EXPRESS SAS provides to your request, complaint, or claim for compensation, you have the option to appeal it by filing a motion for reconsideration and, subsidiarily, an appeal within ten (10) business days following notification of the response.
According to the General Policy on the Processing of Personal Data of PASAR EXPRESS SAS, and the guide on the Elimination or correction of information, you may request the correction or deletion of your personal information. The procedure, terms, rights and obligations can be consulted at www.pasar.net/clientes