Difference between revisions of "ΔΔ:Handling requests/complaints about electronic communications"

From National Registry of Administrative Public Services
 
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{{process
 
{{process
 
|process_official_title=Submitting a complaint about telephony and the internet
 
|process_official_title=Submitting a complaint about telephony and the internet
−
|process_alternative_titles=Submitting a complaint about electronic communications
+
|process_alternative_titles=Submitting a complaint about electronic communications, Submitting a complaint about a telephony service provider, File a complaint for telephony - internet services
−
Submitting a complaint about a telephony service provider
 
 
|process_description=The procedure is about the submission of complaints to the Hellenic Telecommunications and Post Commission (EETT) by consumers having problems with telephony and/or internet services, the forwarding of complaints by the EETT to the competent provider, and the notification of the complainant regarding the provider’s actions and the final outcome.
 
|process_description=The procedure is about the submission of complaints to the Hellenic Telecommunications and Post Commission (EETT) by consumers having problems with telephony and/or internet services, the forwarding of complaints by the EETT to the competent provider, and the notification of the complainant regarding the provider’s actions and the final outcome.
 
|process_org_owner_is_private=No
 
|process_org_owner_is_private=No
Line 25: Line 24:
 
|process_life_events=Real estate,Social assistance
 
|process_life_events=Real estate,Social assistance
 
|process_sdg_notes=The general provisions of the Code of Administrative Procedure, ratified by Law 2690/1999, in particular Article 4 setting out the deadlines for citizens’ cases to be processed by the administration, apply on a case-by-case basis.
 
|process_sdg_notes=The general provisions of the Code of Administrative Procedure, ratified by Law 2690/1999, in particular Article 4 setting out the deadlines for citizens’ cases to be processed by the administration, apply on a case-by-case basis.
 +
|process_total_duration_steps_min=172801
 +
|process_total_duration_steps_max=864001
 
|process_cost_min=0.00
 
|process_cost_min=0.00
 
|process_cost_max=0.00
 
|process_cost_max=0.00
Line 37: Line 38:
 
|process_nace_codes=61
 
|process_nace_codes=61
 
|process_sdg_codes=H3
 
|process_sdg_codes=H3
−
|process_govgr_codes=15730
+
|process_govgr_codes=15730,15730
 +
|process_govgr_full_info=15730
 
|process_application_type=Report / Complain
 
|process_application_type=Report / Complain
 
|process_application_submission_type=Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post)
 
|process_application_submission_type=Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post)
Line 87: Line 89:
 
|process_rule_decision_year=2020
 
|process_rule_decision_year=2020
 
|process_rule_article=209 (παραπέμπουν στα άρθρα 210-223)
 
|process_rule_article=209 (παραπέμπουν στα άρθρα 210-223)
 +
|process_rule_description=Provisions on the protection of end users of electronic communications.
 
|process_rule_gazette_doc_number=184
 
|process_rule_gazette_doc_number=184
 
|process_rule_gazette_doc_issue=Α
 
|process_rule_gazette_doc_issue=Α
Line 96: Line 99:
 
|process_rule_decision_year=2021
 
|process_rule_decision_year=2021
 
|process_rule_article=3.6.1
 
|process_rule_article=3.6.1
 +
|process_rule_description=General Licensing Regulation – Obligations of providers to accept and reply to customer requests/complaints, as amended and currently in force (https://www.eett.gr/parochoi/ilektronikes-epikoinonies/adeiodotisi/genikes-plirofories/).
 
|process_rule_gazette_doc_number=2265
 
|process_rule_gazette_doc_number=2265
 
|process_rule_gazette_doc_issue=Β
 
|process_rule_gazette_doc_issue=Β
Line 104: Line 108:
 
|process_rule_decision_number=1032/006
 
|process_rule_decision_number=1032/006
 
|process_rule_decision_year=2022
 
|process_rule_decision_year=2022
 +
|process_rule_description=EETT Code of Conduct for the provision of electronic communications services to consumers.
 
|process_rule_gazette_doc_number=3242
 
|process_rule_gazette_doc_number=3242
 
|process_rule_gazette_doc_issue=Β
 
|process_rule_gazette_doc_issue=Β
Line 112: Line 117:
 
|process_step_exit=No
 
|process_step_exit=No
 
|process_step_child=No
 
|process_step_child=No
 +
|process_step_title=Commencement of procedure
 
}}
 
}}
 
{{process steps
 
{{process steps
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|process_step_previous_child_selector=1
 
|process_step_previous_child_selector=1
 
|process_step_previous_child=1
 
|process_step_previous_child=1
 +
|process_step_title=Receiving a complaint online
 
|process_step_official=Software
 
|process_step_official=Software
 
|process_step_implementation=Software action
 
|process_step_implementation=Software action
 +
|process_step_description=The complaint must be submitted at https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/ypovoli-kataggelias-gia-tilefonia-amp-diadiktyo/
 
}}
 
}}
 
{{process steps
 
{{process steps
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|process_step_previous_child_selector=1
 
|process_step_previous_child_selector=1
 
|process_step_previous_child=1
 
|process_step_previous_child=1
 +
|process_step_title=Receiving a complaint by email
 
|process_step_official=Competent Department
 
|process_step_official=Competent Department
 
|process_step_implementation=Manual Action
 
|process_step_implementation=Manual Action
 +
|process_step_description=The complaint and any evidence must be emailed to info@eett.gr
 
}}
 
}}
 
{{process steps
 
{{process steps
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|process_step_previous_child_selector=1
 
|process_step_previous_child_selector=1
 
|process_step_previous_child=1
 
|process_step_previous_child=1
 +
|process_step_title=Receiving a complaint in person or by post
 
|process_step_official=Competent Department
 
|process_step_official=Competent Department
 
|process_step_implementation=Manual Action
 
|process_step_implementation=Manual Action
 +
|process_step_description=The complaint must be submitted by the complainant in person or mailed to the Hellenic Telecommunications and Post Commission (60 Kifisias Ave., 151 25 Marousi).
 
}}
 
}}
 
{{process steps
 
{{process steps
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|process_step_exit=No
 
|process_step_exit=No
 
|process_step_child=No
 
|process_step_child=No
 +
|process_step_title=Registering a complaint and assigning it to the competent official
 
|process_step_official=Competent Department
 
|process_step_official=Competent Department
 
|process_step_implementation=Software action
 
|process_step_implementation=Software action
 +
|process_step_duration_min=P1D
 +
|process_step_duration_max=P5D
 +
|process_step_description=Regardless of how it was submitted, the complaint is assigned by the Central Secretariat of the EETT, on a hierarchical basis, to the Head of the Telecommunications Directorate, who will then assign it to the Head of the Telecommunications Consumer Protection Department, and the latter will in turn assign it to a competent official.
 +
|process_step_note=A complaint must necessarily indicate the complainant’s name. Anonymous complaints will not be examined.
 +
The EETT is also exempt from the obligation to process consumer applications with an insulting content or abusively repeated ones.
 
}}
 
}}
 
{{process steps
 
{{process steps
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|process_step_exit=No
 
|process_step_exit=No
 
|process_step_child=No
 
|process_step_child=No
 +
|process_step_title=Evaluation of a complaint
 
|process_step_official=Competent Employee
 
|process_step_official=Competent Employee
 
|process_step_implementation=Inspection
 
|process_step_implementation=Inspection
 +
|process_step_duration_min=P1D
 +
|process_step_duration_max=P5D
 +
|process_step_description=The complaint will be evaluated by the competent official, who will decide on the steps to be taken next.
 
}}
 
}}
 
{{process steps
 
{{process steps
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|process_step_previous_child_selector=6
 
|process_step_previous_child_selector=6
 
|process_step_previous_child=6
 
|process_step_previous_child=6
 +
|process_step_title=Sending a model letter to a complainant due to missing information or incompetence of the EETT
 
|process_step_official=Competent Employee
 
|process_step_official=Competent Employee
 
|process_step_implementation=Software action
 
|process_step_implementation=Software action
 +
|process_step_duration_min=P1D
 +
|process_step_duration_max=P10D
 +
|process_step_description=A standard letter is prepared to inform the complainant if it is established that the EETT is not competent or if the information provided is incomplete. The letter must be approved by the head of department before it is sent to the complainant. The ERMIS complaint management system will also be updated at the same time.
 
}}
 
}}
 
{{process steps
 
{{process steps
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|process_step_previous_child_selector=6
 
|process_step_previous_child_selector=6
 
|process_step_previous_child=6
 
|process_step_previous_child=6
 +
|process_step_title=Sending a complaint back in order to be reassigned to a competent department
 
|process_step_official=Competent Employee
 
|process_step_official=Competent Employee
 
|process_step_implementation=Software action
 
|process_step_implementation=Software action
 +
|process_step_duration_min=PT5M
 +
|process_step_duration_max=P1D
 +
|process_step_description=If it is established that the complaint concerns another EETT department, it will be sent back to the Central Secretariat to be reassigned.
 
}}
 
}}
 
{{process steps
 
{{process steps
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|process_step_previous_child_selector=6
 
|process_step_previous_child_selector=6
 
|process_step_previous_child=6
 
|process_step_previous_child=6
 +
|process_step_title=Sending a reply letter to the complainant concerning an EETT-related question
 
|process_step_official=Competent Employee
 
|process_step_official=Competent Employee
 
|process_step_implementation=Software action
 
|process_step_implementation=Software action
 +
|process_step_duration_min=P1D
 +
|process_step_duration_max=P40D
 +
|process_step_description=If the complainant’s question concerns the EETT, then a letter of reply will be sent.
 
}}
 
}}
 
{{process steps
 
{{process steps
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|process_step_previous_child_selector=6
 
|process_step_previous_child_selector=6
 
|process_step_previous_child=6
 
|process_step_previous_child=6
 +
|process_step_title=Entering a complaint in the ERMIS system and sending it to the provider
 
|process_step_official=Competent Employee
 
|process_step_official=Competent Employee
 
|process_step_implementation=Software action
 
|process_step_implementation=Software action
 +
|process_step_duration_min=P1D
 +
|process_step_duration_max=P5D
 +
|process_step_description=If the complaint is correct and complete, it will be entered in the EETT’s ERMIS complaint management system and sent to the provider, for the latter to take its own action.
 
}}
 
}}
 
{{process steps
 
{{process steps
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|process_step_previous_child_selector=10
 
|process_step_previous_child_selector=10
 
|process_step_previous_child=10
 
|process_step_previous_child=10
 +
|process_step_title=Examination of a complaint by the provider
 
|process_step_official=Other
 
|process_step_official=Other
 
|process_step_implementation=Inspection
 
|process_step_implementation=Inspection
 +
|process_step_duration_min=P1D
 +
|process_step_duration_max=P30D
 +
|process_step_description=The provider will receive the complaint via the ERMIS complaint management system and proceeds to take action at its discretion. The provider must then enter its reply in the system within 20 days. The provider may request an extension of no more than 10 days via the ERMIS system. The extension needs to be approved by the EETT in the system.
 +
|process_step_note=If the deadline (20 days, plus any extension of no more than 10 days) set for the provider to submit its reply to the system expires, action is then taken to call the provider to a hearing.
 
}}
 
}}
 
{{process steps
 
{{process steps
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|process_step_previous_child_selector=11
 
|process_step_previous_child_selector=11
 
|process_step_previous_child=11
 
|process_step_previous_child=11
 +
|process_step_title=Notifying the complainant and the EETT of the provider’s reply via the ERMIS system
 
|process_step_official=Other
 
|process_step_official=Other
 
|process_step_implementation=Software action
 
|process_step_implementation=Software action
 +
|process_step_duration_min=PT1S
 +
|process_step_duration_max=PT1S
 +
|process_step_description=The provider will send its reply via the ERMIS complaint management system, which will be notified to the complainant and the EETT. If the EETT finds the reply unsatisfactory, it may send the case back to the provider for re examination. Also, if the complainant finds the provider’s reply unsatisfactory, they may submit a repeat complaint. In any event, the Telecommunication Consumer Protection Department regularly merges complaints into one report, to keep the management posted and for further action to be taken, as appropriate.
 +
|process_step_note=If a complainant disputes the provider’s reply or asks for the EETT’s opinion, if the EETT identifies any potential infringements, or if a number of different consumers have submitted similar complaints regarding the same provider, the EETT will proceed to further look into the case.
 
}}
 
}}
 
{{process useful links
 
{{process useful links
 +
|process_useful_link_title=Handling complaints about telephony and the internet
 
|process_useful_link_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/
 
|process_useful_link_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/
 
}}
 
}}
 
{{process useful links
 
{{process useful links
 +
|process_useful_link_title=EETT powers
 
|process_useful_link_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/armodiotites/
 
|process_useful_link_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/armodiotites/
 
}}
 
}}
 
{{process useful links
 
{{process useful links
 +
|process_useful_link_title=FAQs
 
|process_useful_link_url=https://www.eett.gr/docs/sychnes-erotiseis-gia-katanalotes/tilefonia-amp-diadiktyo/chreoseis/
 
|process_useful_link_url=https://www.eett.gr/docs/sychnes-erotiseis-gia-katanalotes/tilefonia-amp-diadiktyo/chreoseis/
 
}}
 
}}
 
{{process useful links
 
{{process useful links
 +
|process_useful_link_title=Consumer’s Ombudsman – Competent body for out-of-court resolution of disputes between a consumer and a company relating to the performance of a contract
 
|process_useful_link_url=http://www.synigoroskatanaloti.gr/index.html
 
|process_useful_link_url=http://www.synigoroskatanaloti.gr/index.html
 
}}
 
}}

Latest revision as of 10:21, 25 July 2024



3e32aea1-439e-4bda-ad5b-a2694633c669 332143 Διαχείριση αιτημάτων/καταγγελιών για ηλεκτρονικές επικοινωνίες

At a glance

Points of service

Telecommunications Consumer Protection Department, HELLENIC TELECOMMUNICATIONS & POST COMMISSION

Digital provision points

Number of required documents

0 to 1

Fees

Provided without cost

Estimated Time

50 days

Description

The procedure is about the submission of complaints to the Hellenic Telecommunications and Post Commission (EETT) by consumers having problems with telephony and/or internet services, the forwarding of complaints by the EETT to the competent provider, and the notification of the complainant regarding the provider’s actions and the final outcome.

Basic information

Competent body

HELLENIC TELECOMMUNICATIONS & POST COMMISSION

Authority/Public body’s Unit responsible for the institutional framework of the procedure

Service / organizational unit of a authority entity

Telecommunications Consumer Protection Department

Provided to

Businesses, Indeictees

Related links

Validity duration

Indefinite

Notes

Consumer reports/complaints submitted to the EETT must be forwarded to the reported undertaking electronically, with an accompanying request for the latter to respond to the issues raised within a specified deadline. Both the request and the reply are transmitted to the consumer concerned electronically. The EETT classifies complaints in accordance with the seriousness of the alleged infringements of the legislation on electronic communications and takes action as appropriate within its remit. Please note that EETT’s actions are either regulatory or punitive in nature where a number of consumer complaints/reports demonstrate an infringement by a supervised provider/body of provisions of the legislation on electronic communications and do not constitute a means for resolving consumer-provider disputes on an out-of-court basis.

Last update

25/07/2024

Application

Application Type

Report / Complain

Submission by:

Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post)

Submitted by:

Legal entities, Persons

Title

Submitting a complaint about telephony and the internet

Relevant link

https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/ypovoli-kataggelias-gia-tilefonia-amp-diadiktyo/

Notes:

A complaint may be submitted using the following methods:

• by electronic submission at https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/ • by email to info@eett.gr • by visiting the EETT’s premises and submitting it in person or by mailing it to Hellenic Telecommunications and Post Commission (EETT), 60 Kifisias Ave., 151 25 Marousi. A complaint must necessarily indicate the complainant’s name. Anonymous complaints will not be examined.

The EETT is also exempt from the obligation to process consumer applications with an insulting content or abusively repeated ones.

What you will need

Means of authentication, identification and signature

    Print

    Requirements

      Fees

        Related



        The general provisions of the Code of Administrative Procedure, ratified by Law 2690/1999, in particular Article 4 setting out the deadlines for citizens’ cases to be processed by the administration, apply on a case-by-case basis.

        NACE

        • 61 Telecommunications

        Output & Results

        Output

        Citizen information (software), Launch another procedure

        Steps

          Digital steps

            Other information

            Alternative titles

            Submitting a complaint about electronic communications, Submitting a complaint about a telephony service provider, File a complaint for telephony - internet services

            Official title

            Submitting a complaint about telephony and the internet

            Languages supported

            English, Greek

            Legislation

              Categories

              Τype of procedure

              Citizens complaints

              Trigger

              Complaint

              Trigger (submission method)

              Application (digital), Application (handwritten), Application (letter), email

              Life events

              Real estate, Social assistance

              Type

              Outgoing
              H3

              ,,


            • 1 Of data provision Before submitting a complaint to the EETT, the complainant must have contacted the provider on the matter. The provider must have assigned a unique number to the complaint, which must be indicated in the consumer’s complaint.

              Link https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/

              No No

            • 2 Of data provision The complaint must indicate the complainant’s name and be clear. The EETT does not look into complaints that are either anonymous/unsigned or vague / manifestly unfounded. The EETT is also exempt from the obligation to process consumer applications with an insulting content or abusively repeated ones.

              Link https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/

              No No

            • 3 Of Consent The consumer must be informed of and agree to the ‘Privacy and Personal Data Protection Declaration’ before submitting their request/complaint to the EETT.

              Link https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/ypovoli-kataggelias-gia-tilefonia-amp-diadiktyo/dilosi-peri-aporritoy-kai-prostasias-dedomenon-prosopikoy-charaktira-stis-kataggelies-gia-tilefonia-amp-diadiktyo/

              No No

            • 1 Any evidence (documents, copies, photographs or other files relating to the subject matter of the complaint) in support of the complaint. Proof

              Any evidence (documents, copies, photographs or other files relating to the subject matter of the complaint) in support of the complaint.

              Submission by: Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post)

              Submitted by: Legal entities, Persons

              Notes: Providing such evidence is optional and left to the discretion of the complainant.

              Document submitted under requirements: Yes

              Document’s requirement: Administrative

              No 3798

            • Law 209 (παραπέμπουν στα άρθρα 210-223) 4727 2020 184 Α

              Description Provisions on the protection of end users of electronic communications.

              Legal references https://www.et.gr/api/DownloadFeksApi/?fek pdf=20200100184

            • Decision of an Independent Authority 3.6.1 991/004 2021 2265 Β

              Description General Licensing Regulation – Obligations of providers to accept and reply to customer requests/complaints, as amended and currently in force (https://www.eett.gr/parochoi/ilektronikes-epikoinonies/adeiodotisi/genikes-plirofories/).

              Legal references https://www.et.gr/api/DownloadFeksApi/?fek pdf=20210202265

            • Decision of an Independent Authority 1032/006 2022 3242 Β

              Description EETT Code of Conduct for the provision of electronic communications services to consumers.

              Legal references https://www.et.gr/api/DownloadFeksApi/?fek pdf=20220203242

            • 1 Commencement of procedure



              No No


            • 2 Receiving a complaint online

              Responsible for Implementation Software

              Μethod of Implementation Software action

              Description The complaint must be submitted at https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/ypovoli-kataggelias-gia-tilefonia-amp-diadiktyo/

              Yes No


            • 3 Receiving a complaint by email

              Responsible for Implementation Competent Department

              Μethod of Implementation Manual Action

              Description The complaint and any evidence must be emailed to info@eett.gr

              Yes No


            • 4 Receiving a complaint in person or by post

              Responsible for Implementation Competent Department

              Μethod of Implementation Manual Action

              Description The complaint must be submitted by the complainant in person or mailed to the Hellenic Telecommunications and Post Commission (60 Kifisias Ave., 151 25 Marousi).

              Yes No


            • 5 Registering a complaint and assigning it to the competent official

              Responsible for Implementation Competent Department

              Μethod of Implementation Software action

              Description Regardless of how it was submitted, the complaint is assigned by the Central Secretariat of the EETT, on a hierarchical basis, to the Head of the Telecommunications Directorate, who will then assign it to the Head of the Telecommunications Consumer Protection Department, and the latter will in turn assign it to a competent official.

              Notes A complaint must necessarily indicate the complainant’s name. Anonymous complaints will not be examined. The EETT is also exempt from the obligation to process consumer applications with an insulting content or abusively repeated ones.

              No No


            • 6 Evaluation of a complaint

              Responsible for Implementation Competent Employee

              Μethod of Implementation Inspection

              Description The complaint will be evaluated by the competent official, who will decide on the steps to be taken next.

              No No


            • 7 Sending a model letter to a complainant due to missing information or incompetence of the EETT

              Responsible for Implementation Competent Employee

              Μethod of Implementation Software action

              Description A standard letter is prepared to inform the complainant if it is established that the EETT is not competent or if the information provided is incomplete. The letter must be approved by the head of department before it is sent to the complainant. The ERMIS complaint management system will also be updated at the same time.

              Yes Yes


            • 8 Sending a complaint back in order to be reassigned to a competent department

              Responsible for Implementation Competent Employee

              Μethod of Implementation Software action

              Description If it is established that the complaint concerns another EETT department, it will be sent back to the Central Secretariat to be reassigned.

              Yes Yes


            • 9 Sending a reply letter to the complainant concerning an EETT-related question

              Responsible for Implementation Competent Employee

              Μethod of Implementation Software action

              Description If the complainant’s question concerns the EETT, then a letter of reply will be sent.

              Yes Yes


            • 10 Entering a complaint in the ERMIS system and sending it to the provider

              Responsible for Implementation Competent Employee

              Μethod of Implementation Software action

              Description If the complaint is correct and complete, it will be entered in the EETT’s ERMIS complaint management system and sent to the provider, for the latter to take its own action.

              Yes No


            • 11 Examination of a complaint by the provider

              Responsible for Implementation Other

              Μethod of Implementation Inspection

              Description The provider will receive the complaint via the ERMIS complaint management system and proceeds to take action at its discretion. The provider must then enter its reply in the system within 20 days. The provider may request an extension of no more than 10 days via the ERMIS system. The extension needs to be approved by the EETT in the system.

              Notes If the deadline (20 days, plus any extension of no more than 10 days) set for the provider to submit its reply to the system expires, action is then taken to call the provider to a hearing.

              Yes No


            • 12 Notifying the complainant and the EETT of the provider’s reply via the ERMIS system

              Responsible for Implementation Other

              Μethod of Implementation Software action

              Description The provider will send its reply via the ERMIS complaint management system, which will be notified to the complainant and the EETT. If the EETT finds the reply unsatisfactory, it may send the case back to the provider for re examination. Also, if the complainant finds the provider’s reply unsatisfactory, they may submit a repeat complaint. In any event, the Telecommunication Consumer Protection Department regularly merges complaints into one report, to keep the management posted and for further action to be taken, as appropriate.

              Notes If a complainant disputes the provider’s reply or asks for the EETT’s opinion, if the EETT identifies any potential infringements, or if a number of different consumers have submitted similar complaints regarding the same provider, the EETT will proceed to further look into the case.

              Yes Yes


            • Handling complaints about telephony and the internet


            • EETT powers


            • FAQs


            • Consumer’s Ombudsman – Competent body for out-of-court resolution of disputes between a consumer and a company relating to the performance of a contract
              • Retrieved from "https://en.mitos.digigov.grnet.gr/index.php?title=ΔΔ:Handling_requests/complaints_about_electronic_communications&oldid=70202"
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