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Address ANCOM

ANCOM fosters competition in the communications market, thus indirectly protecting the users’ interests and enabling them to choose between the offers of several providers.
Most of the problems can be solved by your provider, which, in a competitive market, should be directly interested to solve the problems of its customers. Therefore, address your service provider, first.
ANCOM cannot verify the compliance of the provider with the provisions of the contracts it concluded with its users. If the provider fails to observe its contractual clauses, address ANPC.
ANCOM may interfere when the providers of electronic communications (telephony, Internet and cable TV) breach your information rights, fail to offer you the number portability service, fail to include certain information in the contract, or fail to comply with the specific legislation in the electronic communications field.
ANCOM may also interfere when the postal service providers fail to comply with the specific legislation in the postal services field.

 

1. Make your complaint in writing!

Out of reasons related to the manner of conducting the investigations, as well as to avoid possible misunderstandings, ANCOM receives the complaints only in writing. You may send them by mail (to the ANCOM headquarters or to its territorial offices), fax, e-mail or by using our online form.

 

2. Write clearly and specifically!

In order to settle your complaint, we need to understand its object. Therefore, if the text is unclear, incomplete or illegible, the complaint will not be taken into consideration, under the law.

3. Provide us with your identification data!

It is important that you send us your full identification data – name, first name, address of residence. You need to understand that, in the absence of such data, we are often in the impossibility to investigate the deeds you complain about because the providers are not able to identify you in their customer databases.

4. Help us with additional documents and information!

The submission alongside the actual complaint of additional documents and information (contracts, invoices, correspondence with the provider etc.) helps us, and helps you as well, by shortening the answering timeframe, as regularly it is a compulsory stage of the investigations we conduct. As well, in order for us to be able to contact you easily, give us a valid telephone number or e-mail address.

5. Do not send us a complaint if we are not its main addressee!

If you submit a complaint to several addressees, please specify to which extent do you address our institution. If you intend to also submit a complaint to your provider, wait first for its answer. Do not submit the same complaint, concomitantly, to ANCOM and to your provider. Do not submit us your correspondence with third parties unless it refers to/completes a complaint previously submitted to us. Simply informing ANCOM on the correspondence with a third party does not mean a complaint is filed.

6. Do not write on behalf of another person!

This practice may generate confusions as regards the holder of the contract and delays the investigations or even makes continuation of the investigations impossible. By way of exception, you may send a complaint on behalf of another person only if you can prove you are the respective person’s mandated representative.

 

 

How does ANCOM conduct its investigations?
 
ANCOM undertakes investigations to verify whether and to what extent the claimed provider breached the provisions of the legislation in the electronic communications field or in the postal services field, as far as its attributions allow it.
If, following the investigation, the Authority does not discover breaches of the specific legislation, it will communicate this to you in writing. ANCOM will also provide you details on the possible ways of settling the dispute and information on the institutions able to help you. Under such circumstances, the ANCOM opinion has a discretionary character and can be used within the direct negotiations with the provider, to address other institutions, or in Courts of Law.