ANCOM recalls that, according to the regulations in force, providers of telephone, internet or television services have the obligation to provide the users, before concluding a contract, with a Contract Summary sheet. This document summarizes the most important information about the services offered.
The Contract Summary has a clear, standardised and comprehensible format to make it easier for users to compare offers on the market and make informed decisions. The document must be provided on a durable medium (paper or PDF sent by email) or in a format which can be easily accessed and downloaded.
Users are encouraged to read the contract they are going to sign in full. Checking the minimum information in the Contract Summary is essential before expressing one’s agreement.
Attention! If, by objective technical reasons related to the manner in which the contract was concluded, it is impossible to provide the user with the Contract Summary, the provider is obliged to submit it, without undue delay, at the latest at the time of delivery of the terminal equipment or before the provision of the requested service. A template is available here.
The entry into force of the contract is conditional on the receipt of the Contract Summary by the user. In practice, the user’s agreement may be expressed by signing either this Contract Summary or the contract, which must also contain the Contract Summary.
Content of the Contract Summary
According to the legal provisions in force, the Contract Summary sheet must include:
- the name, address and contact information of the provider, including for receiving complaints;
- the main features of each service provided;
- the prices due for the activation of the electronic communications services, as well as any recuring or consumption related fees;
- the contract period and the conditions for its renewal and termination;
- a summary of information regarding the quality parameters and the remedies available to the consumer in the case of the internet access services;
- the extent to which the contracted products and services are designed for end-users with disabilities.
How to complain, what you can report, and where to do it
Before reporting issues regarding the conclusion of a contract, users must check the documents related to the contract (pre-contractual information, Contract Summary sheet, basic contract, general conditions, tariff brochure, etc.).
If they no longer have the contract based on which those communications services are provided, users have the right to request it from the provider, who is obliged to send a copy of it free of charge.
If the Contract Summary sheet was not made available at the time of signing the contract, users can contact ANCOM, following the steps described here.
If suppliers do not comply with the clauses of the contract, consumers can notify the National Authority for Consumer Protection (ANPC), while end-users who are micro, small or non-profit organizations can apply to authorized mediators or courts. ANCOM can provide advice but does not have attributions regarding the sanctioning of providers in such situations.
