First-instance procedure

If you are a subscriber to electronic communications services and you wish to complain on the charged amount and/or on the quality of electronic communications services, it is necessary to follow the defined legal procedure, so that in case of an unfavourable resolution of the operator, you may request in written form a settlement of the dispute before HAKOM.

How to complain, to whom and when?

Stage I - resolution of complaints with the operator in first-instance procedure

How?

Written complaint with the clearly stated reason for the complaint

To whom?

To the competent service of the operator – instructions given by the operator

When?

Deadlines: 30 days from the issuance date of the bill

30 days from the provision of the disputed service

What else has to be done:

PAYMENT OF THE BILL

The undisputed part of the bill or the average amount you were charged in the period of a maximum of three months before the period in question has to be paid by the due date of the bill.