05.02.2018

 

In 2017, the National Authority for Management and Regulation in Communications (ANCOM) received and solved 3,593 complaints from the users of electronic communications and postal services in Romania, up by almost 25% compared to 2016. "Most of the complaints addressed to the Authority refer to the contractual relation with one’s electronic communications services provider, bringing up issues such as breach of the contract provisions, incorrect billing or the conclusion of distance contracts. Based on its competencies, ANCOM checks whether the providers include the information provided by the law in the contracts concluded with the users, as well as whether the conditions for the conclusion of distance contracts are observed, "said Sorin Grindeanu, president of ANCOM.

Electronic communications services

78% of all the complaints sent to ANCOM in 2017 concerned electronic communications services. The users were mostly dissatisfied with issues regarding the contractual relation with their electronic communications services providers, indicating problems on the billing of these services (20% of the complaints received), contract termination (11%) and the execution of distance contracts (7%).

The process of porting telephone numbers was also a recurring source of discontent, as revealed by over 17% of the complaints filed in 2017.

Since the roaming conditions in the European Economic Area changed in 2017 (Roam like at home), 8% of the complaints referred to issues arising from the application of the new European provisions.

ANCOM data show that 21% of the complaints submitted by the users concerned the services provided by Vodafone Romania, 19% - by Telekom Romania Mobile Communications, 15% - by Telekom Romania Communications, 14% - by RCS & RDS and 12% - by Orange Romania.

Postal services

22% of the total complaints filed with ANCOM last year concerned the provision of postal services.

The main issues indicated by users were related to the postal items delivery term (43% of all the complaints regarding postal services) and the deterioration of postal items (24%). In the context of the consumers’ rising preference for e-commerce, the role of parcel delivery has also increased significantly. The most complained about service providers were Urgent Cargus (45% of all complaints regarding postal services), Fan Courier and Romanian Post Company (12% each). 

Solving complaints

ANCOM can step in where the providers of telephone, internet or television services infringe the users' information rights, do not provide the number portability service (or do not comply with the legislation in the field), do not include certain information in the contracts or do not observe the conditions for the conclusion of distance contracts.

Complaints about non-compliance with the contractual terms may be addressed by residential users to the National Consumer Protection Authority (ANPC), while the business users in this situation may address to the competent court.

As regards the postal services, in the event of non-observance of the delivery term, the users may contact ANPC, which is the competent authority to sanction suppliers for non-compliance with the Contract/General Conditions for the provision of postal services. In case of loss, theft, (total or partial) destruction or damage of the postal item, the users who have not received a reply from the provider within 3 months or are dissatisfied with the reply, may address to ANCOM, with the proof of going through the complaint procedure with the provider, following the steps described here. However, ANCOM cannot determine the amount of damage payments, nor can it oblige the supplier to pay them, as such competence lies with the court.

Further details are available in the InfoCentre section of ANCOM’s website.