ΔΔ:Handling requests/complaints about electronic communications

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

• At a Glance
• Basic information
• Application
• What you will need
• Requirements
• Fees
• Related
• Output
• Steps
• Digital steps
• Other information
• Feedback
• Legislation
• Categories
• Show Procedure
  • Steps
  • Digital Steps

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

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

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

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   Other
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   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}}

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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

1

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

1

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

1

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

P5D P1D

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

P5D P1D

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

P10D P1D

6

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

P1D PT5M

6

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

P40D P1D

6

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

P5D P1D

6

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

P30D P1D

10

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

PT1S PT1S

11

Handling complaints about telephony and the internet

https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/ Handling complaints about telephony and the internet

EETT powers

https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/armodiotites/ EETT powers

FAQs

https://www.eett.gr/docs/sychnes-erotiseis-gia-katanalotes/tilefonia-amp-diadiktyo/chreoseis/ 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

http://www.synigoroskatanaloti.gr/index.html 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