Road Infrastructure Agency Client's Charter

Easy access and amenities in the Center for Administrative Services (CAS)

Easy access with public transport to CAS:

Road Infrastructure Agency – Central Administration
Sofia, 3 Makedonia Str.

• Station “Makedonia Sq.”
• tram lines № 1, 6, 7 and 5

Parking

You can park in paid parking lots near CAS – 1 Alabin Street in front of the Telus Tower building, due to the close proximity to the Road Infrastructure Agency and the low level of occupancy of the parking space for hourly and local parking and in places with “green zone”

Convenient working hours

from 9:00 to 17:30, without interruption

Signs for easy and fast orientation for:

• work time
• counters for requesting and receiving documents
• information about the services

For clients with special needs:

• adapted access to CAS is provided through a built platform / path / for movement with wheelchairs, prams
• Our employees will provide you with the necessary assistance during your stay in the CAS

In CAS at your disposal are:

• chairs, desks and tools for filling in documents
• terminal for payment of vignette fees

Our employees will introduce themselves to you and serve you

• kindly, with personal attitude, respect and patience
• respecting confidentiality

Information about our services you will find:

• on our website in Section “Administrative Services”, where you can request your service electronically (delovodstvo@api.bg; info@api.bg; info@bgtoll.bg)
• through the Secure Electronic Service System https://edeliveгy.egov.bg /
• on site in CAS:
• on paper, including easy and simple samples for the services: the information about the services we provide is filtered by subject

You will receive on-site assistance at CAS from:

Our CAS staff and / or our experts who:
- will answer your questions about the service

- They will help you fill in service documents

Advantages of service

We review and respond quickly to your general inquiries

• for oral inquiries on site or by telephone - within 20 minutes
• for written inquiries – up to 5 working days

Fast service

Within 20 minutes:

• we will accept your documents
• we will provide you with the finished documents

We will serve you only at one counter

At CAS, for one service only you won’t have to:

• visit more than one counter
• visit one counter more than once

On site at CAS

We try to solve the issue and fix the problem immediately – within your stay in CAS

• contact our CAS employees
• Ask to be referred and contacted by the case expert
• if necessary, contact the head of the Administrative Services Department (AS)

Write us

You can submit them to:

Your signals, suggestions or complaints will receive an objective response

• p.o 1606, Sofia, 3 Makedonia Blvd.
• delovodstvo@api.bg; info@api.bg; info@bgtoll.bg; signali@api.bg
• Through the System for secure electronic service https://edelivery.egov.bg
• On site in the designated box in the CAS

Call us

For contact with:

• CAS: 02-9173-425/355/246
• Head of Administrative Services Department: 02-9173-473

Information about your level of satisfaction

By 1 April each year, the Administrative Services Department summarises information on user satisfaction and takes the necessary action to improve the quality of the services provided.

- Annual report assessing consumer satisfaction with:

- the information received and analyzed from your feedback

- the results of measuring your satisfaction

- the actions we have taken to improve the quality of service