Consumer protection information
Customer complaints are handled at any of the Customer Service offices of the National Toll Payment Services Plc. Personal customer service is available in the customer service offices.
Please submit your written comments to our postal address at 1380 Budapest, Pf.: 1170.
We hereby inform you that the registered office of our Company is: H-1134 Budapest, Váci út 45. Building B, where, however, no personal customer service is available.
We are happy to provide information regarding your questions via our Company’s Call Centre available from Hungary and abroad (+36-36-587-500), via email (email@example.com) or in our customer service offices in person. For more information, please visit our website. We recommend that you use our electronic customer service at https://ematrica.nemzetiutdij.hu, where you can purchase your e-vignette conveniently and quickly, without having to stand in line or paying any convenience fee, and where you can also check your previous purchases.
Where can you turn to in consumer matters?
Pursuant to the Consumer Protection Act, the consumer may apply to an arbitration board in to resolve any consumer dispute. A consumer dispute is a dispute between the consumer and the undertaking relating to the conclusion and performance of a sales or service contract and, in the absence of a sale or service contract between the consumer and the undertaking, any dispute relating to the quality, safety of the product, the application of product liability rules or the quality of the service.
The Consumer may refer to the Body only in connection with his individual dispute. In the event of any breach of consumer protection laws, proceedings with the consumer protection authority may be initiated.
Procedure of the arbitration boards
What is an arbitration board?
Arbitration boards are professionally independent bodies operated by the county (capital) chambers of commerce and industry, dealing with the settlement of consumer disputes under the alternative dispute settlement procedure.
To which arbitration board can you address your complaint?
The procedure shall be essentially carried out by the arbitration board with jurisdiction over the consumer’s permanent or temporary place of residence.
Where the consumer is not a resident of Hungary, the jurisdiction of the arbitration board shall be established by the registered office of the undertaking concerned by the consumer dispute or of the body authorised to represent the undertaking.
- In addition, the consumer can deviate from the above rules and, in his application, request the procedure of another arbitration board instead of the body competent in accordance with sections 1 and 2 above.
Contact information of arbitration boards:
Baranya County Arbitration Board
The Arbitration Board of the Hajdú-Bihar County Chamber of Commerce and Industry
Email address: firstname.lastname@example.org
The Arbitration Board of the Bács-Kiskun County Chamber of Commerce and Industry
The Arbitration Board of the Heves County Chamber of Commerce and Industry
The Arbitration Board of the Békés County Chamber of Commerce and Industry
The Arbitration Board of the Jász-Nagykun-Szolnok County Chamber of Commerce and Industry
The Arbitration Board of the Borsod-Abaúj-Zemplén County Chamber of Commerce and Industry
The Arbitration Board of the Komárom-Esztergom County Chamber of Commerce and Industry
The Arbitration Board of the Budapest Chamber of Commerce and Industry
The Arbitration Board of the Nógrád County Chamber of Commerce and Industry
The Arbitration Board of the Csongrád-Csanád County Chamber of Commerce and Industry
The Arbitration Board of the Pest County Chamber of Commerce and Industry
The Arbitration Board of the Fejér County Chamber of Commerce and Industry
The Arbitration Board of the Somogy County Chamber of Commerce and Industry
The Arbitration Board of the Győr-Moson-Sopron County Chamber of Commerce and Industry
The Arbitration Board of the Szabolcs-Szatmár-Bereg County Chamber of Commerce and Industry
The Arbitration Board of the Tolna County Chamber of Commerce and Industry
The Arbitration Board of the Veszprém County Chamber of Commerce and Industry
How does the arbitration board proceed in your case?
- The procedure of the arbitration board may only be initiated after the consumer has attempted to settle the disputed matter with the affected enterprise directly.
- The arbitration board’s procedure shall be initiated at the request of the consumer.
- The arbitration board shall make decisions on the complaints on the basis of the attached documents and personal interviews or, in exceptional cases, expert evidence.
- The arbitration board’s procedure is free of charge.
What decision can the arbitration board take?
Exercising its right under the Consumer Protection Act, NTPS Plc. does not accept the decision by the arbitration board as an obligation, as the arbitration board shall only make a recommendation as a result of the procedure, which can be enforced in court.
If, during the procedure, the consumer and NTPS Plc. reach a settlement, the arbitration board shall incorporate the settlement in a binding decision. NTPS Plc. does not use the arbitration board’s procedure in other cases.
Procedure of the consumer protection authority
If you are seeking legal protection against alleged infringements of consumer protection laws and not in your personal legal dispute, you can contact the consumer protection authority.
In what cases does the consumer protection authority act?
With the exception of provisions on the conclusion, validity, effects and termination of the contract, the consumer protection authority shall verify compliance with the provisions regarding the following and act upon violations thereof, as provided by the Consumer Protection Act and other legislation:
- distribution, provision of services
- protection of children and young people
- consumer group
- complaint handling, customer service and employment of the consumer protection rapporteur,
- reporting and cooperation obligations of the undertaking relating to the arbitration board’s procedure;
- cases relating to misleading consumers;
- the sale of goods to consumers,
- the quality, composition, packaging of the product marketed to consumers,
- the measurement, official price or otherwise mandatory price of goods intended for sale or sold to consumers,
- dealing with consumer complaints,
- claims and warranties under the consumer agreement,
- the requirement of equal treatment in the marketing of the product or the provision of services,
- informing consumers;
- the general terms and conditions applied to the conclusion of a consumer contract or made publicly known for that purpose as to whether they contain contractual rights and unilaterally and unduly established terms and conditions violating the requirement for good will and fair practices at the detriment of the consumer.
- and perform the market surveillance tasks and exercise powers of market surveillance in relation to the safety and adequacy of the product under the Consumer Protection Act, the Market Surveillance of Products Act and specific legislation.
Which consumer protection authority has competence?
Unless otherwise specified by the relevant law, the consumer protection authority of the first instance is the district office. In consumer matters initiated upon request, the district office with jurisdiction in the following area shall proceed
- the customer’s permanent or temporary place of residence; otherwise the consumer’s notification address, registered office, registered site or business premises,
- where the specific activity is exercised or is planned to be exercised, or
- where the unlawful conduct has been committed.
Contact details of the district offices can be found at https://jarasinfo.gov.hu/.
List of applied legislation
NTPS Plc. responds to requests received, depending on their nature, by taking into account the requirements of the following legislation.
Applicable legislation for inquiries about the e-vignette toll payment system:
Act I of 1988 on Public Road Transport
Decree 36/2007 (III. 26.) of the Ministry of Economy and Transport (GKM) on the tolls payable for the use of motorways, expressways and main roads
Decree 37/2007 (III. 26.) of the Ministry of Economy and Transport (GKM) on toll motorways, expressways and main roads
Government Decree 304/2009 (XII. 22.) on the mandatory elements of content necessary for the use of a private document of full probative value proving the ownership or change of operator of the vehicle registered in the road traffic register in the transport administrative procedure
Government Decree 326/2011 (XII. 28.) on road transport administrative tasks, and the issue and withdrawal of road transport documents
Act LXXXIV of 1999 on Road Transport Registration
Joint KPM–BM Decree No. 1/1975 (II. 5.) laying down the rules governing road transport
Decree No. 5/1990. (IV. 12.) KöHÉM of the Minister of Transport, Communications and Construction on Technical Inspections of Road Transport Vehicles
Applicable legislation for inquiries about the pay-as-you-go toll payment system:
Act LXVII of 2013 on the pay-as-you-go toll payable for the use of motorways, expressways and main roads.
Decree No. 209/2013 (VI. 18.) of the Government on the implementation of Act LXVII of 2013 on the traveled distance based toll payable for the use of motorways, expressways and main roads
Decree 25/2013 (V. 31.) of the Ministry of National Development on the amount of the toll and toll roads
Government Decree No. 243/2013 (VI. 30.) on the detailed rules for the exemption from toll payment for motor vehicles operated by farmers
Joint KPM–BM Decree No. 1/1975 (II. 5.) laying down the rules governing road transport
Gov. Decree No 410/2007 (XII. 29.) on traffic offences subject to an administrative fine, the amount of fines that may be imposed for offences, the rules governing the use of such amounts and the conditions of participating in control activities
Government Decree 156/2009 (VII. 29.) on the fines to be levied in case of the breach of certain provisions related to public road goods and passenger transport, public road traffic and the administrative tasks related to the levying of fines.
Consumer Protection Act
Act CXII of 2011 on the right of informational self-determination and on freedom of information
Act V of 2013 on the Civil Code
Government Decree No. 387/2016 (XII. 2.) on the designation of the consumer protection authority
The texts of the above legislation are available in the National Legislation Database at the http://njt.hu.