A complaint could be filed only by a passenger who had a personal train ticket - this is the effect of prohibited practices used by Mazowieckie Railways (Koleje Mazowieckie, KM). The company agreed to change the practices challenged by the Office

The Office challenged a provision in the Terms and Conditions and the wording of instruction in requests for payment issued by Mazowieckie Railways. They both limited the consumers' right to file a complaint. According to the carrier's term and conditions, only a passenger holding a personal ticket could pursue their rights through a complaint. However, according to legal regulations, the only condition that a passenger has to meet in order to file a complaint concerning a train journey is to have a proof of the journey, such as a regular ticket, not necessarily one with the passenger's name. As a result of KM’s practices, consumers could wrongly assume that they were not allowed to complain about a transport service if they did not have a personal ticket.

KM agreed to change the contested practices within three months of entry of the decision into force.   

Consumer assistance: municipal or poviat consumer ombudsmen, Consumer Federation, Association of Polish Consumers. Toll-free helpline: 800 007 707.