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Customer Relations service

The contract you conclude with your provider must include information regarding the trouble assistance and the customer relations services offered, as well as the terms for accessing them. The actual terms of providing these services may vary from one operator to another, depending on how it chooses to manage its direct relationship with the subscribers.

Telephony providers are bound to ensure access to the customer relations service (by means of a telephone number) 56 hours a week, but not necessarily free of charge.

Most often, these services are provided cost-free, but you should bear in mind that calls to the customer relations service may be charged after a certain number of calls or that certain telephone assistance services are not for free.

When you call a customer relations service and the line is busy, you may wait until an operator becomes available or you may choose other contact means offered by your provider (charged call, e-mail, fax, on-line form, work stations, mail).

Check your contract for the means by which you can contact the customer relations service (telephone numbers, e-mail address, on-line contact form etc.), as well as the work programme of this service.

About what, how and where you can complain

You could also read the Complaint Handling Procedure, a document available on the provider’s website, which must provide the contact data of the customer relations service, work programme, address of the work stations etc.

ANCOM cannot take action if you are discontented with the quality of the customer relations service (waiting time, operator’s attitude etc.), but we advise you to send your considerations and suggestions directly to your provider in order to determine it to take steps for the improvement of the service.

If your provider does not answer your complaint within the term specified in the contract, you can address the National Authority for Consumers Protection.