Question 1

What types of complaints and requests can I file?

Accepted Answer

The platform covers several institutions and areas (e.g. Kosovo Police / fines, Urbanism, Customs / border crossing, and others). The number of modules is continuously expanding.

Question 2

How do I know which module is right for my case?

Accepted Answer

In the first step you choose the institution or area, and the platform shows you the types of complaints/requests and the documents required for each.

Question 3

Do I necessarily have to upload a document?

Accepted Answer

It depends on the module. For some cases (e.g. fines) you can upload a photo and the AI fills in the data. For others you fill in the fields manually.

Question 4

How accurate is the automatic AI reading?

Accepted Answer

The AI fills in the fields for you, but you always have a verification step where you can correct any data before continuing.

Question 5

How does the digital signature work?

Accepted Answer

You draw your signature directly on the platform; it is automatically included in the final document.

Question 6

What are the payment methods?

Accepted Answer

All payments are made online through Paysera, a highly secure payment platform.

Question 7

What does the Premium option offer?

Accepted Answer

With the Premium option, we manage the delivery of your document to the relevant institution, so you don't have to do it yourself. You just fill in and pay, and we take care of the rest.

Question 8

Do I have to deliver the document myself?

Accepted Answer

In the standard version, you download it and deliver it physically to the institution. With Premium, we handle the delivery.

Question 9

Why should I mark a case as "Delivered"?

Accepted Answer

This keeps your status up to date on the platform and helps you track the progress of each complaint or request. Throughout the process we remind you by email whether or not you have delivered the document, to ensure your case is successfully submitted and you receive a response as soon as possible.

Question 10

Can I have several complaints/requests at the same time?

Accepted Answer

Yes. Each case is saved separately and you can manage it from your dashboard.

Question 11

How much does preparing a complaint or request cost?

Accepted Answer

The fee depends on the module and is always shown before payment. A request to the Directorate of Education is 5 €, for example, while insurance damage claims start at 50 €. The Premium option, where we file the document for you, adds 10 €.

Question 12

How long does it take to prepare the document?

Accepted Answer

Preparing it usually takes under 5 minutes. How long a decision takes is entirely up to the competent institution and outside AnkesaPRO's control.

Question 13

Do you guarantee the complaint will be accepted?

Accepted Answer

No. No platform can guarantee that. The decision rests solely with the competent institution. What we ensure is that the document is complete, well structured and filed in the right form.

Question 14

What happens after I file the document?

Accepted Answer

The case stays trackable in your dashboard and you mark it as filed once you have done so. We email you a reminder if it is still not showing as filed, so the deadline is not missed.

Question 15

Do I need an account to use the platform?

Accepted Answer

For most modules yes, because your case is saved and its status tracked. The exception is Quick payment, where you simply pay and our staff prepare the document without you creating an account.

Question 16

How is my data protected?

Accepted Answer

Data is processed only to handle your case, in line with Law No. 06/L-082 and the GDPR. Communication is encrypted and access is limited to authorised people. Full details are in the Privacy Policy.

Question 17

Can I contest a fine after the deadline has passed?

Accepted Answer

The platform checks the date and tells you if the administrative window has closed. If it has, the standard route is shut, but you can contact us to see whether any other option applies to your case.

Question 18

Do I need a lawyer to use AnkesaPRO?

Accepted Answer

Not to prepare the document. For complex cases, or if you choose the expert option, the case can be passed to a legal expert or authorised partner.

Question 19

Which language is the document generated in?

Accepted Answer

The interface is in Albanian, English and Serbian. Some legal documents are always generated in Albanian, because that is the form the competent institution accepts, regardless of the interface language you chose.

Question 20

Can I get a refund if I change my mind?

Accepted Answer

Refunds are approved mainly for duplicate payments, technical errors, or where the service could not be delivered. Once the document has been prepared or processing has begun, a refund does not apply. Full terms are in the Refund Policy.

FAQ

FAQ