In 2025, the National Authority for Management and Regulation in Communications (ANCOM) received 5,244 complaints from end users, of which 71% concerned electronic communications services and 19% postal services. Compared to 2024, the total number of complaints increased by 27%, with most of them (86%) submitted by consumers.
In addition, the Authority received almost 400 complaints about digital services and illegal online content last year, a significant increase compared to 2024.
Electronic communications services
In 2025, among the petitions concerning electronic communications services, the most frequently reported issue was the process of porting telephone numbers, particularly the failure to process porting cancellations (42% of all complaints in this category). To facilitate the quick handling and resolution of these complaints, the Authority has made available to users a dedicated form.
Other complaints in the electronic communications sector concerned the manner of concluding contracts (12%), contract termination (10%), service invoicing (10%), the level of coverage for telephone and internet services (7%), and technical problems encountered by users during contract performance (6%), reflecting the fact that users place emphasis on service accessibility, contractual transparency, and compliance with quality-of-service standards.
According to ANCOM data, over the past year most complaints were submitted by users of electronic communications services provided by Vodafone Romania S.A. (40% of all petitions), followed by users of Orange Romania S.A. (25%), Digi Romania S.A. (20%) and Telekom Mobile Communications S.A. (7%). These figures reflect an active competitive climate on the electronic communications services market in Romania, in which all operators face ongoing challenges in meeting user expectations.
Postal services
Of the total number of complaints regarding postal services received by ANCOM during the past year, the most frequently reported issues concerned the non-delivery of postal items (26%), delivery conditions (15%), loss or theft of postal items (14%), damage to parcels (13%) and failure to comply with delivery deadlines (13%).
Based on the number of complaints received by ANCOM, the most frequently complained-about postal service providers were Fan Courier Express S.R.L. (49% of all complaints concerning postal services), followed by Cargus S.R.L. (12%), while Delivery Solutions S.R.L. (Sameday) and The National Company Poșta Română S.A. each accounted for 7%.
Digital services
In addition to complaints concerning electronic communications and postal services, ANCOM, in its role as Romania’s Digital Services Coordinator, received approximately 400 complaints related to digital services, including reports of illegal online content, reflecting users’ growing concern for compliance with digital rules and protection in the online environment.
Thus, ANCOM received 177 complaints based on the provisions of Article 53 of the Digital Services Act, the most frequently reported aspects regarding to non-compliance with online platforms’ general terms and conditions, restrictions imposed on the use of services, and shortcomings in platforms’ internal complaint-handling mechanisms.
Most of the complaints about illegal online content concerned disinformation in electoral processes held during 2025, illegal speech (defamation, discrimination, incitement to hatred or violence) and online fraud.
Resolution of petitions
In the field of electronic communications, ANCOM intervenes when providers fail to offer the number portability service, do not comply with the applicable legislation, do not include mandatory information in contracts, do not comply with the conditions for concluding distance contracts, or do not comply with regulations on the provision of roaming services. In all cases, users are advised to first contact their telecommunications service provider. Where an electronic communications provider fails to comply with the contractual provisions agreed with end users, consumers may contact the National Authority for Consumer Protection (ANPC), which has the authority to sanction the provider. At the same time, both consumers and legal entities may bring disputes arising from the performance of electronic communications contracts in front of the competent courts.
Regarding postal services, in case of non-compliance with the delivery deadline, consumers can submit a complaint to ANPC, which has the legal authority to sanction providers for breaches of contracts or of the General Conditions for the provision of postal services. In situations such as loss, theft, total or partial destruction, or damage to postal items, users should first contact the postal service provider. If no response is received within three months, or if the response is unsatisfactory, users can turn to ANCOM, provided they can prove that the prior complaint procedure has been followed. ANCOM cannot determine the amount of compensation and cannot oblige providers to pay such compensation, as these powers rest with the courts.
Regarding the handling of complaints related to digital services, any person, organization or association empowered to defend consumer rights according to the Digital Services Act, may submit a complaint to ANCOM, using the dedicated online form, to report a potential breach of the Regulation by intermediary service providers. ANCOM may verify compliance with the obligations applicable to intermediary service providers established in Romania, without ruling on the legality of online content, which falls outside its scope of competence. For this reason, complaints regarding illegal content are not solved by ANCOM, but by the relevant authorities, i.e. by those authorities that have supervisory and control powers in the relevant fields.
As concerns the responsibilities of very large online platforms and very large search engines, the competence to supervise their fulfilment is shared between the European Commission and the Digital Services Coordinator of the country where the platform or search engine is based or where its designated legal representative is located.
