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How and where can one complain about telephony, internet and television services

18.07.2016

 

Those who encounter problems in using a communications service, be it telephony, internet or television, should go to the respective service provider in the first instance. The users are advised to request the providers an entry number for the complaint, for further reference.

Where the complaint settlement term or the fault recovery time provided in the contract concluded with the end-user or in the provider’s own complaint handling procedure have been exceeded, the users may ask for damage payments from the respective service provider – according to the contract – for example in the form of discounts from the subscription flat rate, in direct proportion to the service failure period.

 

 

The complaint handling procedure  

According to ANCOM President’s Decision no.158/2015 on the obligations of informing the end-users, communications service providers have the obligation to post their complaint handling procedure on their own websites, and to hand it in to their subscribers, upon contract conclusion. Moreover, the users of these services have the right to request and receive a free copy of the procedure at the provider’s work points where subscription-based electronic communications services are offered.

The procedure must contain information on:

-  how the users can file a complaint (indicating telephone numbers, fax, e-mail address, postal service details to be used therefor);

-  the maximum term for settling a complaint and the date from which this term is calculated;

-  damage payments applicable for failure to meet the complaint settlement term;

-  term and manner of informing a user on the result of the providers’ diligence to settle the complaint;

-  ways of challenging the communicated solution.

 

About what, how and where one can complain

A user who does not receive the complaint settlement procedure, or has concluded a contract that does not provide a fault recovery term and the applicable damage payments in case of failure to observe this term, may complain to ANCOM, here.

Where a provider has breached its contract obligations regarding the fault recovery term and the damage payments, or where a complaint has not been settled or answered within the due term, the users may address the National Authority for Consumer Protection. In such cases, ANCOM can only propose a solution, as a provider cannot be imposed to ensure a certain settlement method or to grant damage payments.


Further information on instances where users can address ANCOM and on the conditions for filing a complaint is available in the section Complain to ANCOM.

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