ELECTRONIC COMMUNICATIONS SERVICES

When to file a complaint with ANCOM?

ANCOM cannot verify every aspect of the activity of an electronic communications service provider, but only those aspects that fall within its sphere of competence. You will find explanations on what ANCOM can do in the articles published on this website.

For example, we cannot verify how the provider complies with the contract they have with you. If you face such a problem, contact ANPC. Also consider alternative ways to solve the problems you face in the relationship with the supplier (ADR).

At the same time, if you have faced situations involving certain crimes (for example, theft or deception), we suggest that you contact the police.

How to file a complaint with ANCOM?

1. Contact the complained provider first!

Before filing a complaint with ANCOM, make sure you have first contacted the supplier. Check the information or documents that refer to the contracted services (the contract and its annexes, the complaint procedure, the service invoices issued, other relevant data) and take into account the provider’s response time to your notification, provided for in the contract concluded with it.

Have you accessed our FAQ section? You might find here the answer to your problem or ANCOM’s opinion on the situation you are facing.

2. How to address ANCOM.

If the provider does not resolve your complaint or if you cannot find the answer on our website, please send us a complaint in writing. Although you have several ways to contact ANCOM (electronically or by mail), we suggest you use our online form.

In order not to be closed, the complaint must contain your identification data (i.e. name, surname and domicile/residence address).

If the notification is sent on behalf of another person, it must be accompanied by a declaration on own responsibility signed by the petitioner (in the case of relatives up to the second degree inclusive) or by a notarial power of attorney (in the case of other persons).

It is also advisable that it be drafted in a way that is as concise, clear and to the point as possible and that it be addressed to us directly. If you want to address mainly another recipient (supplier or institution), please wait for their response first and then contact ANCOM. Don’t just send us the correspondence you have with the supplier/other institution (without explaining the situation complained of), we won’t consider it a petition!

3. Send us all the necessary information.

In order for ANCOM to investigate your complaint, it is important that you communicate as much data and/or information as possible relevant to the situation complained of. ANCOM does not have access to the suppliers’ databases relating to their subscribers.

In addition to your identification data, we also need data such as: the name of the supplier complained of, the necessary elements that allow the supplier to identify you (data of the contract holder, telephone number, subscriber code), copies of the contract concluded with him, copies of the invoices complained of, correspondence with the supplier, etc.

In many cases, in the absence of such information, ANCOM cannot investigate the problem you are facing! At the same time, it would be useful to tell us how you consider your complaint to have been resolved.

4. How we solve your complaint.

After receiving your notification, you will receive, by email, a registration number. In order to resolve the complaint, ANCOM analyzes to what extent there are violations of the legislation in the areas that fall within its competence and, if necessary, applies the sanctions provided by law. As part of the complaint resolution process, ANCOM may request additional information and documents from you, or from the complained supplier.

You will receive a response containing the way to solve your complaint, within the legal deadline for solving the petitions (usually 30 days). If necessary, we will also communicate our suggestions on alternative ways to resolve the complaints.