Telephone and internet

Basic guidance in the use of the connection is an essential part of the product purchased by the consumer.

Basic guidance includes sufficient instructions for use of the connection as well as well-functioning customer service.

The operator is responsible for

• providing instructions for use in a form that is convenient to the consumer
• providing easily available customer support for sorting out technical problems such as service interruptions
• ensuring that service defects are sorted out within a reasonable time. The operator is not entitled to charge a fee for handling justified complaints regarding service defects.

It is not reasonable for the consumer to have a separate fee charged for basic guidance related to use of the service or the reporting of defects. If the operator does not provide a free-of-charge avenue for making complaints, it must compensate the consumer afterwards for the costs of making a justified complaint.

Take action - make use of complaint templates

You can file a complaint with the operator regarding inadequate customer service and claim compensation for the financial costs incurred by you as a result.

You can use the complaint template provided to file your complaint with the operator. If the operator's website offers a customer service form, you can copy the information you entered in the complaint template to the web form.

You can also send your completed complaint template to the business as an e-mail attachment or as a hard copy by post. Keep a copy of the complaint.

 Complaint to the operator regarding customer service
 Complaint to the operator regarding customer service

If you don't receive a response from the business or fail to resolve the matter with the business, don't sit and wait - take the matter further

Consumer advisors give you personal assistance, instructions and help in mediating disputes.

Contact a consumer advisor