06 February 2024
The Internet access providers will include in the contracts a series of administrative quality parameters such as:
- the term from which the Internet access will be provided, expressed in calendar days;
- the damage repair term, expressed in hours;
- the term of solving the users’ complaints, expressed in hours.
The providers will quarterly publish on their websites the values of the aforementioned parameters and, in addition, the frequency of the user’s complaints, the frequency of the damage-related complaints and the frequency of the billing accuracy-related complaints. The providers will keep posted on their websites complete and exact data on these indicators in order to enable the end-users to access the values corresponding to the last four quarters as well.
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ANCOM’s 2024 Action Plan – in public consultation | DSA: Decisions on handling complaints regarding digital services and certification of out-of-court dispute resolution bodies, in public consultation | ANCOM updated the regulations on network security | The users of electronic communications services have the right to be informed when they reach a consumption limit exceeding the monthly subscription value