Post office without barriers

Everyone has the right to freely use Poczta Polska's services. That's why we work every day to ensure that our offices, websites, and documents made available to our customers are increasingly accessible—without barriers or exceptions—and that they meet the requirements of the Act of April 26, 2024, on Ensuring the Fulfillment of Accessibility Requirements for Certain Products and Services by Business Entities.

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We are changing to be closer to everyone

On this page, you'll find information about how we ensure our services are accessible. We present solutions that make them accessible to people with diverse needs—including architectural, digital, and organizational improvements.

How and where you can use our services

Poczta Polska is a network of services available to everyone – in branches, at home, online, and at Pocztex parcel machines. Choose the method that suits you best:

At the post office

 

    • sending and receiving parcels,
    • payments and money transfers,
    • financial services (e.g. banking and insurance),
    • TV license fee and other public fees,
    • purchase of stamps and postal materials,
    • serving customers with disabilities at designated positions.

At home – by the postman

    • collection of parcels without leaving home,
    • handing over letters or parcels to the postman,
    • submitting an application for delivery of parcels at the place of residence,
    • ordering a Pocztex courier to collect the parcel.

Online – convenient and without queues

Digital accessibility

a fragment of a character using a laptop, with virtual business card graphics displayed above the keyboard

On www.poczta-polska.pl, we publish information about our retail banking services. However, we want the entire Poczta Polska website to be accessible to everyone. Currently, it partially meets digital accessibility requirements. We want our website to be user-friendly for everyone. Therefore, we ensure our content is simple, clear, and logically organized.

When developing our retail banking services, we apply accessibility criteria such as understandability, functionality, perceptibility and compatibility.

What's already working:

    • correct order of reading the content,
    • correct display in portrait and landscape orientation,
    • text contrast of at least 4.5:1,
    • keyboard operation (Tab, Enter, Esc),
    • page titles describing their purpose,
    • consistent and logical navigation.

We write in simple language so everyone can easily understand the information on the website.
We use, among other things:

    • short paragraphs and clear headings,
    • simple vocabulary and explanations of difficult concepts,
    • specific step-by-step instructions,
    • readability tests and editorial reviews.

Our goal is to make the website fully accessible, intuitive, and user-friendly for every user, regardless of their skills, equipment, or internet usage.

We are currently planning or carrying out activities that are aimed at:

    • improving alternative descriptions for photos and graphics,
    • adapting retail banking documents to the principles of accessibility and plain language,
    • ensuring better visibility of active elements (e.g. links and buttons),
    • improving the website's usability for people using screen readers,
    • further testing with users with different needs,
    • ongoing training of editorial teams in creating accessible content.

Our retail banking service documents are systematically adapted to plain language principles.

To ensure even greater accessibility for all users, we are working on launching English and Ukrainian versions of our website. Content translation will be automatic, making it easier for users who speak different languages ​​to use the site.

We are currently evaluating the transition of selected retail banking services to a new environment that meets digital accessibility standards. Modernization efforts are also planned for all services that currently do not meet these requirements.

Availability at post offices

we use threshold-free entrances, ramps, elevators and lifts,

we provide devices for calling service where architectural barriers cannot be removed (e.g. in historic buildings)

we have service stations intended for people with disabilities, marked with a pictogram

 

We install mailboxes at a height that allows wheelchair users to use them

we allow access with an assistance dog or guide

 

we provide priority service for privileged people (pregnant women, parents with children up to 2 years old, people with disabilities)

Improvements in facilities

We are working on improvements in our facilities to make them more accessible:

    • we prepare graphic information about amenities in selected places,
    • We carry out work in new and modernized facilities to remove architectural barriers.
Find a location

Service for people with disabilities at their place of residence

People with disabilities can collect and send parcels without visiting a post office at no additional charge. Eligible individuals – blind people and people with mobility impairments (wheelchair users) – can:

    • receive parcels and postal orders directly at your place of residence, bypassing the delivery box,
    • hand over correctly paid unregistered items to the postman for posting.

In order to use this form of service, you must submit an application for service for people with disabilities – at any post office or directly to the postman.

Download the application

You can also send a parcel through us, using the option to have a courier pick it up from your home. Ordering can be done quickly and easily using our dedicated online form.

Order a courier

Additional services to support people with special needs

We offer services that, while not specifically designed for people with disabilities, can make using postal services easier for those with special needs, even without having to leave home. These services include:

Shipments for people with visual impairments

Parcels for the blind and visually impaired

Poczta Polska supports people with visual disabilities by offering a special service called "Przesłanka dla ocienialicz" (Shipment for the Blind) – a shipment containing correspondence or printed matter, printed in embossed lettering or on a medium adapted to the needs of blind or partially sighted people.

The special service can be used free of charge by a sender who is:

  • a blind or partially sighted person, and the addressee is a library or an organization of blind or partially sighted people,
  • a library or an organization working for the blind or visually impaired, and the addressee is a blind or visually impaired person,
  • a blind or partially sighted person or is the addressee of a shipment containing only materials in embossed type.

Pocztex parcel machines – available to everyone

Pocztex parcel machines have been designed to be used by wheelchair users, visually impaired people and the elderly.

Customizations include:

    • appropriate height of the lockers,
    • contrasting panel markings,
    • large, legible buttons and fonts,
    • voice and screen messages,
    • good lighting.

We want everyone to be able to freely use our services and content. If you encounter any difficulties, please let us know – together we will ensure accessibility is real , not just formal.

How can you file a complaint about lack of availability?

Phone calls

phone

(+48) 438 420 600

(fee according to the operator's price list)

The hotline is open Monday through Friday
, 8:00 a.m. to 8:00 p.m.

by mail: Poczta Polska SA, ul. Rodziny Hiszpańskich 8, 00-940 Warsaw

online: via the form on the website ereklamacje.poczta-polska.pl

to the e-Delivery address: AE:PL-45086-89053-HDRHR-23

in person: at any post office

How to prepare a complaint

In your complaint, please provide:

  • your name and surname,
  • contact details (address, e-mail or telephone number) and preferred method of contact,
  • Describe what the difficulty is and, if possible, indicate how it can be resolved so that you can use the service without any problems.

Any complaint that does not contain such information will not be considered.

We will respond to your request as quickly as possible, but no later than 30 days after receiving it. If the matter requires more time, we will inform you and provide a new response deadline (no longer than 60 days).

We will send the response to the address you provided and via the contact method you chose.

If we do not uphold your complaint, you may file an appeal with us. Use the same procedures as for filing a complaint.