Complaints

In order to be able to process your complaint in an efficient and appropriate manner, we ask you to report your complaint to Swedish Transport Administration Logistics without delay. You make your complaint notification via our web form in the Material Catalogue (follow the link at the bottom of this page to get to the web form).

ABM 07 is the governing instruction for handling complaints.

Handling of complaints with additional cost claims

Complaints that include claims for compensation for additional costs incurred in the contract as a result of faults in or delays of technically approved material are handled in accordance with decision TRV 2020/125092 Handling complaints about technically approved material with additional cost claims. Fill in TMALL 1145 Complaint notification additional cost claim technically approved material and submit the document via our web form in the Material Catalogue.

Case management

Once we have received your complaint, we will send you a confirmation e-mail with a case number to acknowledge receipt of your complaint. We then initiate a complaint investigation aimed at finding the following:

• Determine which party is found liable for faults or delays.
• Root cause of fault or delay.
• Which corrective measures are to be taken to ensure that faults or delays are not repeated.
• Decision on possible compensation.

When the investigation is completed, we will contact you with a response on the outcome of the investigation.

If you have any questions, please contact our customer support (you can find contact details below).