If the card holder discovers any discrepancy (material defect, incorrect data, etc.) after its issuance, he / she is obliged to complain the card immediately. As a card complaint is considered a request of cardholder to issue a new card instead of an already issued card, for which the maximum period of validity has not been exceeded.
CTU recognize a complaint for reasons caused by the Card Centre (issuer) and a complaint for reasons caused by the card holder (user).
The following are considered to be complaints for reasons caused by the issuer:
- invalid or incomplete data recorded on the chip,
- defect caused by technical failure,
- hidden material defect.
If the card user makes a claim for reasons caused by the card issuer within two years from the card issue date, a new card will be made free of charge.
The following are considered to be complaints for reasons caused by the card user:
- loss or theft of the card,
- devaluation of the card,
- damage of the card,
- change name,
- changing titles,
- significant change in the appearance of the card holder,
- other reasons proven to be caused by the card holder.
If the card user makes a complaint
- for reasons caused by the card user,
- for reasons caused by the card issuer later than two years after the card issue date,
a new card will be issued only after payment according to the Price List (in Czech only). If the name of card holder is changed (and is printed on the card), a new card will be issued free of charge.