Appeal guide

Complaints must initially be sent to Rejsekort Customer service via the contact form. If the customer is displeased with a case decision, a complaint can be sent to one of the following instances. The proper place to submit the complaint depends on the circumstances and content of the complaint.

The Appeal Board for Bus, Train and Metro

Complaints regarding defective equipment, fare inspections, Rejsekort functionality, missing check-in/out or activation, place in the customer register and so on can be sent to the appeal board for bus, train and metro through a complaint form. The form can be found on www.abtm.dk.

The European Online Dispute Resolution Platform

The European online dispute resolution platform can also be used for submitting a complaint. This is especially relevant if the submitter is a customer with a household in another EU-country. Complaints can be submitted here. When submitting the complaint, the submitter must mark the e-mail address as administration@rejsekort.dk.

Danish Consumer Ombudsman

The Danish consumer ombudsman deal with complaints regarding Rejsekort & Rejseplan A/S’ general terms of use, as well as marketing and commercials (The Danish Marketing Practices Act).

The Danish Consumer Ombudsman can furthermore treat complaints regarding lack of compliance with information rights, third-party abuse of cards, proper etiquette and so on in regards to laws about payment.

The Danish Data Protection Agency

Complaints regarding Rejsekort & Rejseplan A/S’ treatment (registration, disclosure, etc.) of your personal information, including the lockout of a Rejsekort, is treated by The Danish Data Protection Agency.

Questions and issues about the interpretation of the terms and conditions are subject to Danish law.

DSB’s customer ambassador

If you have received a written reply regarding a journey with DSB and you are displeased with the case decision, you can contact DSB’s customer ambassador at kundeambassadoren@dsb.dk.