Press Releases

Mobile telephony service – the most complained about to ANCOM

27.07.2016
 
 
In the first half of 2016, the National Authority for Management and Regulation in Communications of Romania (ANCOM) received and settled more than 1,310 complaints from the communications users in Romania, 42% more compared to the first half of last year. The largest number of complaints - 593 - concerned mobile telephony services.
Out of all the service categories (telephony, internet, audio-visual programme retransmission, postal services), most of the complaints received by the Authority in the first six months of 2016 refer to mobile telephony (45% of all the complaints), then to postal services (14%), fixed internet access services (12%), number portability (8%) and audio-visual programme retransmission (7%).
Electronic communications services
The most often issue complained about to ANCOM is the quality of electronic communications services, due to the users’ increasing demands in this field, and to service diversification. The Authority received 182 complaints on this issue in the first half of the year, while complaints regarding service billing amounted 156, those on distance contracts - 129 and complaints on the lack of information or on insufficiently informing the users - 121.
ANCOM’s data for the first half of 2016 show that the largest number of complaints filed by electronic communications users refer to the services provided by RCS&RDS (272 complaints), Vodafone Romania (228 complaints), Telekom Romania Mobile Communications (207 complaints), Orange Romania (129 complaints) and Telekom Romania Communications (102 complaints).
Postal services
In the postal services sector, ANCOM received 180 complaints, most of which regarded the delivery term (44%) and the damaging of postal items (24%).
The postal service providers concerned by most of the complaints in the first 6 months of this year were Urgent Cargus - 70 complaints, Fan Courier - 38 complaints, and the National Company Romanian Post - 27 complaints. 
Complaint settlement
ANCOM can step in where the providers of telephony, internet or television services breach the users’ information rights, fail to offer the number portability service or do not include certain information in the contracts. For complaints on failure to fulfil the contract conditions, the users-natural persons must address the National Authority for Consumer Protection (ANPC). The users-legal persons considering that their contract provisions have not been observed may address the competent Court of Law.
Regarding postal services, for complaining on the providers’ failure to meet the delivery term, the users may address ANPC, which has the legal competence to sanction the providers for breach of the contract. If they suffer from loss, theft, (total or partial) destruction or damage of the sent postal item, the users should first address their postal service provider, and where their complaint has not been amiably settled or they have not received an answer within 3 months’ term, the users may address ANCOM, with a proof of their prior complaint registered with the provider, following the steps described here. Nevertheless, the Authority cannot establish the concrete amount of the damage payments, nor can it compel a provider to pay such damages, such competences being incumbent on the Courts of Law.
Further details are available in the InfoCentre section of ANCOM’s website. 
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