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Service quality

Service quality

The mobile telephone service works by the propagation of radio waves, which may be affected by various obstacles (e.g. buildings, tunnels, hills, forests, lakes, weather conditions etc.), by the technical specifications of the networks, handsets, the number of multiple calls initiated at the same time etc.
Therefore, usually, the providers do not guarantee the possibility of using the telephone service in perfect conditions and at any time.
 
On the other hand, GEO no.111/2011 establishes, both for the fixed telephone operators, and for the mobile telephone ones, a minimum set of administrative quality indicators for the provision of the telephony service. These are the following: the trouble repair term (hours), the service provision term – the period elapsed from the date of concluding the contract until the date when the service becomes functional (days) and the complaint settling term (hours).
 
The values of these indicators are not imposed by the law. Each provider may establish them in accordance with its commercial policy. Nevertheless, the providers must mention these indicators in the contracts with their users. Check them in your contract!
 
Moreover, the contract must contain information regarding the compensations you are entitled to if the trouble has not been remedied within the stipulated term, if the service connection term has been exceeded or if your complaint to the provider has not been settled within the due term. The contract must also provide the calculation method for the respective compensations (discounting the flat rate amount, traffic crediting etc.) and what you should do in order to benefit from those compensations.
 
About what, how and where you can complain
 
If you are not pleased with the quality of the services offered, check the terms for receiving compensation and the granting procedure, and address your provider.
 
N.B. For each complaint you submit, the provider must give you a registration number.
 
If your provider has breached its contractual obligations or the complaint settlement term has been exceeded, or you have not received an answer from the provider, you can address the National Authority for Consumers Protection. In this situation, ANCOM can provide counselling and mediation, but cannot sanction the provider.
 

ANCOM may take steps if you have concluded a contract that does not provide the values of the quality indicators established by GEO no.111/2011. Find out how you can Complain to ANCOM!

 
 
 
  
 
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