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

Revision as of 09:01, 12 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

National Single Digital Gateway – gov.gr

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

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

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

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

   64183
   
   No
   
   
   
   
   Indefinite
   
   Other
   131631
   
   
   61
   8210
   
   Framers, gov.gr, SDG
   Input in another process, Not to be used as a supporting document

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. 0.00 0.00 0 1 0 }} }} 50 days}}

,,

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

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

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

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

Decision of an Independent Authority 1032/006 2022 3242 Β

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

1

No No

2

Responsible for Implementation Software

Μethod of Implementation Software action

Yes No

3

Responsible for Implementation Competent Department

Μethod of Implementation Manual Action

Yes No

4

Responsible for Implementation Competent Department

Μethod of Implementation Manual Action

Yes No

5

Responsible for Implementation Competent Department

Μethod of Implementation Software action

No No

6

Responsible for Implementation Competent Employee

Μethod of Implementation Inspection

No No

7

Responsible for Implementation Competent Employee

Μethod of Implementation Software action

Yes Yes

8

Responsible for Implementation Competent Employee

Μethod of Implementation Software action

Yes Yes

9

Responsible for Implementation Competent Employee

Μethod of Implementation Software action

Yes Yes

10

Responsible for Implementation Competent Employee

Μethod of Implementation Software action

Yes No

11

Responsible for Implementation Other

Μethod of Implementation Inspection

Yes No

12

Responsible for Implementation Other

Μethod of Implementation Software action

Yes Yes

[1]

[2]

[3]

[4]

@@ Line 1: / Line 1: @@
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-|process_official_title=
+|process_official_title=Submitting a complaint about telephony and the internet
-|process_alternative_titles=
+|process_alternative_titles=Submitting a complaint about electronic communications
-|process_description=
+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.
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-|process_provision_org_directory=
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-|process_remarks=
+|process_remarks=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.
-|process_estimated_implementation_duration_max=
+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.
+|process_estimated_implementation_duration_max=P50D
 |process_provided_language=English, Greek
-|process_see_also=
 |process_evidence_identification_type=Other
-|process_evidence_identification_type_other=
 |process_type=Outgoing
 |process_trigger=Complaint
-|process_trigger_type=Application (handwritten), Application (letter), Application (digital), email
+|process_trigger_type=Application (digital), Application (handwritten), Application (letter), email
 |process_usage=Input in another process, Not to be used as a supporting document
-|process_output_type=Launch another procedure, Citizen information (software)
+|process_output_type=Citizen information (software), Launch another procedure
 |process_validity_duration_set=Indefinite
 |process_source=Framers, gov.gr, SDG
-|process_provided_to=Businesses, Indeictees
+|process_provided_to=Businesses,Indeictees
-|process_tax_type=Citizens complaints, Citizens complaints
+|process_tax_type=Citizens complaints
-|process_life_events=Social assistance, Real estate
+|process_life_events=Real estate,Social assistance
-|process_sdg_notes=
+|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.
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 |process_evidence_alternative_total_number=0
 |process_evidence_prerequisite_total_number=1
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+|process_evidence_step_total_number=0
+|process_evidence_step_digital_total_number=0
 |process_nace_codes=61
-|process_sdg_codes=
+|process_sdg_codes=H3
 |process_govgr_codes=15730
 |process_application_type=Report / Complain
-|process_application_submission_type=Submitted by the applicant (in person or by post), Submitted by the applicant (digital), Presented by the applicant (email)
+|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_owner=Legal entities, Persons
-|process_application_description=
+|process_application_description=Submitting a complaint about telephony and the internet
 |process_application_related_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/ypovoli-kataggelias-gia-tilefonia-amp-diadiktyo/
-|process_application_note=
+|process_application_note=A complaint may be submitted using the following methods:
-|process_estimated_implementation_duration=
+• 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.
 }}
 {{process conditions
@@ Line 44: / Line 54: @@
 |process_conditions_alternative=No
 |process_conditions_type=Of data provision
-|process_conditions_name=
+|process_conditions_name=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.
 |process_conditions_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/
 }}
@@ Line 51: / Line 61: @@
 |process_conditions_alternative=No
 |process_conditions_type=Of data provision
-|process_conditions_name=
+|process_conditions_name=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.
 |process_conditions_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/
 }}
@@ Line 58: / Line 68: @@
 |process_conditions_alternative=No
 |process_conditions_type=Of Consent
-|process_conditions_name=
+|process_conditions_name=The consumer must be informed of and agree to the ‘Privacy and Personal Data Protection Declaration’ before submitting their request/complaint to the EETT.
 |process_conditions_url=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/
 }}
@@ Line 67: / Line 77: @@
 |process_evidence_prerequisite=Administrative
 |process_evidence_alternative=No
-|process_evidence_submission_type=Submitted by the applicant (in person or by post), Submitted by the applicant (digital), Presented by the applicant (email)
+|process_evidence_submission_type=Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post)
 |process_evidence_owner=Legal entities, Persons
-|process_evidence_description=
+|process_evidence_description=Any evidence (documents, copies, photographs or other files relating to the subject matter of the complaint) in support of the complaint.
-|process_evidence_note=
+|process_evidence_note=Providing such evidence is optional and left to the discretion of the complainant.
 }}
 {{process rules
@@ Line 77: / Line 87: @@
 |process_rule_decision_year=2020
 |process_rule_article=209 (παραπέμπουν στα άρθρα 210-223)
-|process_rule_description=
 |process_rule_gazette_doc_number=184
 |process_rule_gazette_doc_issue=Α
@@ Line 87: / Line 96: @@
 |process_rule_decision_year=2021
 |process_rule_article=3.6.1
-|process_rule_description=
 |process_rule_gazette_doc_number=2265
 |process_rule_gazette_doc_issue=Β
@@ Line 96: / Line 104: @@
 |process_rule_decision_number=1032/006
 |process_rule_decision_year=2022
-|process_rule_description=
 |process_rule_gazette_doc_number=3242
 |process_rule_gazette_doc_issue=Β
@@ Line 105: / Line 112: @@
 |process_step_exit=No
 |process_step_child=No
-|process_step_title=
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 {{process steps
@@ Line 113: / Line 119: @@
 |process_step_previous_child_selector=1
 |process_step_previous_child=1
-|process_step_title=
 |process_step_official=Software
 |process_step_implementation=Software action
-|process_step_description=
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 {{process steps
@@ Line 124: / Line 128: @@
 |process_step_previous_child_selector=1
 |process_step_previous_child=1
-|process_step_title=
 |process_step_official=Competent Department
 |process_step_implementation=Manual Action
-|process_step_description=
 }}
 {{process steps
@@ Line 135: / Line 137: @@
 |process_step_previous_child_selector=1
 |process_step_previous_child=1
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 |process_step_implementation=Manual Action
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 }}
 {{process steps
@@ Line 144: / Line 144: @@
 |process_step_exit=No
 |process_step_child=No
-|process_step_title=
 |process_step_official=Competent Department
 |process_step_implementation=Software action
-|process_step_duration_min=
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-|process_step_note=
 }}
 {{process steps
@@ Line 156: / Line 151: @@
 |process_step_exit=No
 |process_step_child=No
-|process_step_title=
 |process_step_official=Competent Employee
 |process_step_implementation=Inspection
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 {{process steps
@@ Line 169: / Line 160: @@
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 {{process steps
@@ Line 182: / Line 169: @@
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 |process_step_previous_child=6
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 |process_step_implementation=Software action
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 }}
 {{process steps
@@ Line 195: / Line 178: @@
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 |process_step_previous_child=6
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 |process_step_implementation=Software action
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 {{process steps
@@ Line 208: / Line 187: @@
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 {{process steps
@@ Line 221: / Line 196: @@
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 {{process steps
@@ Line 235: / Line 205: @@
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 {{process useful links
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 }}
 {{process useful links
-|process_useful_link_title=
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 }}
 {{process useful links
-|process_useful_link_title=
 |process_useful_link_url=https://www.eett.gr/docs/sychnes-erotiseis-gia-katanalotes/tilefonia-amp-diadiktyo/chreoseis/
 }}
 {{process useful links
-|process_useful_link_title=
 |process_useful_link_url=http://www.synigoroskatanaloti.gr/index.html
 }}

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

Revision as of 09:01, 12 July 2024

At a glance

Points of service

Digital provision points

Number of required documents

Fees

Estimated Time

Description

Basic information

Competent body

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

Service / organizational unit of a authority entity

Provided to

Related links

Validity duration

Notes

Last update

Application

Application Type

Submission by:

Submitted by:

Title

Relevant link

Notes:

What you will need

Means of authentication, identification and signature

Requirements

Fees

Related

NACE

Output & Results

Output

Steps

Digital steps

Other information

Alternative titles

Official title

Languages supported

Legislation

Categories

Τype of procedure

Trigger

Trigger (submission method)

Life events

Type

Other Taxonomies

Terms of Use

Problem report

Need help or advise

Feedback