Telephone and internet

A telephone or internet connection is considered defective if its quality fails to live up to what was agreed or does not match the information provided in marketing. Typical defects include service interruptions and connection speeds that are slower than promised.

In case of a defect, first contact the operator to demand that the situation be rectified. If rectifying the defect is not possible, you may request a price discount or standard compensation, or in some cases, also compensation for damages.

Price discounts and standard compensation are alternative methods of compensation

Standard compensation may be demanded for service interruptions.

• The standard compensation is set at 20 euros for each week of downtime or part thereof, with total compensation not exceeding 160 euros
• Service must be continuously or repeatedly interrupted. Interruptions that are occasional and short-term in nature and are rectified quickly by the operator are not considered defects that warrant compensation
• Service interruptions are not grounds for standard compensation when they are caused by construction and maintenance work carried out on the network. If the duration of construction and maintenance work exceeds 48 hours, the consumer is entitled to claim one month's fixed charge or other similar compensation from the operator

Circumstances entitling you to a price discount include, amongst others,

• the connection operating at a significantly lower speed than agreed. Temporary and minor variations in connection speed do not necessarily warrant compensation. The right to a price discount does not apply if the slow transfer speeds arise from reasons accountable to the user, such as hardware issues.
• the signal strength on a mobile phone not corresponding with what was agreed
• a broadband service not including the supplementary services agreed on
• the service not corresponding to the promises made in marketing

You can also claim compensation for damages arising from the service defect.

Cancelling a contract

The consumer is entitled to cancel a connection contract if the operator is in substantial breach of contract. For example

• if a service interruption is not rectified within a reasonable time
• if the promised connection speeds are not delivered

Take action - make use of complaint templates

Compensation must be claimed directly from the operator. The operator may not charge fees for work related to handling justified complaints.

You can use the complaint template provided to make your complaint. If the company's website has a customer service form provided, you can copy the information you filled out on the form here and paste them on the online 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 a service defect
 Complaint to the operator regarding a service defect

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