* In accordance with Clause 72 of Order No. 111 ‘On Approving Conditions of Rail Carriage for Passengers and Cargo, Baggage, and Cargo Luggage, Transported for Personal, Family and Other Needs Not of a Business Character’ issued by the government of the Russian Federation on 2 March 2005 and Article 12 of the Federal Law No. 59 ‘On the Procedure for Handling Queries and Complaints Received from Citizens of the Russian Federation’, carriers shall be obliged to consider a complaint and to notify its submitter of the results (in writing) within 30 days of the date the complaint has been received. Terms of handling written complaints:
1. Any written complaint/query received by a competent state or local government agency or official shall be considered within 30 days of the date the complaint has been registered.
2. In exceptional cases and in the case of a complaint described in Part 2, Article 10 of the aforesaid Federal Law, the head of the state or local government agency, the officer or any other authorized person shall be entitled to extend the term of handling the complaint for not longer than 30 days by sending a corresponding notification to the citizen who has submitted the complaint.