Press Releases

More Comprehensive Information for End-Users on the ANCOM Website

22.11.2012

 

The National Authority for Management and Regulation in Communications has created on its website a new version of the section dedicated to the end-users, structured on three main categories - telephony, Internet and television –, which displays in a more accessible way all the information that the users need in order to conclude a fair contract and better understand the services they are to purchase or from which they already benefit.
The webpage dedicated to the communications users was reconfigured and completed to enable them to better understand the functioning of the services they are using, to be aware of their rights and, thus, to reduce the occurrence of problems in their relation with the providers of electronic communications services.
The new webpage offers the users information on the elements which they must consider when they wish to purchase an electronic communications service, on how they may conclude a contract (in writing, but also over the telephone or online) and on what should they pay attention to before signing the contract (its duration, the service installation and activation term, the applicable tariffs etc). By offering structured and comprehensive data on the conclusion of the contracts between providers and users, ANCOM wishes to support the latter, taking account of the large number of complaints the Authority has received on this matter. Out of the 1,129 complaints lodged to ANCOM from the beginning of the year until 21 November 2012, 40% concerned problems related to the contracts concluded by the users with the providers of electronic communications services. One of the most frequent problems signalled by users referred to the contracts concluded over the telephone, as the users question their authenticity. A large share of the end-users does not know that the conclusion of a distance contract is legal and they are not aware of the conditions under which such contract may be concluded. On its new dedicated webpage, the Authority offers detailed information on the means and implications of concluding a distance contract for electronic communications services.
Another category of problems signalled by the end-users to the Authority concerns the billing of the communications services (13% of the total complaints lodged to ANCOM during 1 January – 21 November 2012). In order to better understand the charging and billing of the electronic communications services, the Authority advises the users to read carefully their contracts, request additional information from the providers and ask for detailed invoices for the periods in which the amounts they contest were registered. The providers have the obligation to make available detailed invoices to the users, at their request, for both postpaid and prepaid services.
Furthermore, the webpage dedicated to the users includes other useful information, such as that concerning the use of the prepaid cards, the quality of services, the unlocking of terminals, the roaming service and the number portability.
ANCOM thus seeks to respond, to the largest extent possible, to the problems raised by the users in their complaints as well as to the questions addressed to the Authority by means of the 792 information requests received from the users this year, and presents in detail all the information the users need in order to enjoy quality, accessible services, adjusted to their needs. The new dedicated webpage is available here.
The Authority is constantly concerned with identifying the problems the end-users encounter when they purchase a service or in their relation with the providers of electronic communications services, and with settling these problems by all the means at its disposal.
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