A provider is a company that provides communication services (Internet, digital television, and others) to subscribers. If you are not satisfied with the quality of the connection, speed, range of services provided, or anything else, you have every right to complain about the provider. However, calls and threats to support services often have no effect. How to correctly draw up a complaint and where to send it?
Instructions
Step 1
The relationship between the provider and the subscriber is governed by the Federal Law No. 126-FZ of 7.07.2003 in the current edition of 1.01.2014, the Rules for the provision of telematic communication services and the Law "On Protection of Consumer Rights" (No. 2300-1 of 7.02.1992 as amended by 1.09.2013).
Step 2
If you are not satisfied with the selected tariff, connection speed, cost or payment system for the provider's services, you can contact the support service for clarifications, ask a consultant to help you choose a more acceptable tariff. Re-read the contract concluded with the company that provides you with the Internet. One of the common tricks is indicating speed. If the document says up to 40 Mbit / s, then this means the speed of 25, and 30, and 35, and 40 Mbit / s. As a rule, bona fide providers maintain the maximum connection speed available for your tariff.
Step 3
The provider has no right to change the amount of payment for services without notifying subscribers. You must be informed in writing. If this does not happen, write a statement to Rospotrebnadzor.
Step 4
When you decide to suspend or terminate your contract with a provider, you do not have to pay anything for it. An exception is the temporary closure of access to services, for example, if you go on a business trip or vacation and will not use the Internet for some time. In the event of a temporary blocking, the provider has the right to charge you money. Usually this is a fairly small amount that is known in advance.
Step 5
If the company asks to pay for the final shutdown of the equipment, termination of the contract, then this is the imposition of services, which contradicts clause 25 of the Rules for the provision of telematic communication services. According to the same Rules (clause 29), you have the right to refuse payment. If the company still requires money from you, then this is the reason for drawing up an application to Rospotrebnadzor.
Step 6
If you have to often call the technical support service when the Internet goes out, be sure to leave a request to check the equipment. Ask a consultant or engineer to tell you the application number. This number should be recorded to indicate on the application. If there is no connection on a regular basis, and you are still charged for the service, ask your neighbors or acquaintances to confirm this fact by drawing up an act on the violation of the quality of communication. The act can be written in free form, but witnesses must indicate their last name, first name, patronymic, registration address and put a personal signature.
Step 7
If the provider does not respond to such acts and the situation remains unchanged, contact Rossvyaz with a complaint. Documents (complaint and acts) can be sent by registered mail with notification and a list of attachments. Your complaint must be considered within a month from the date of receipt.
Step 8
Single malfunctions should first of all be reported to the provider's support service. A specialist will help you identify the problem, as well as solve it (if the problem is in your computer, operating system, etc.) or make a request for engineers. In some cases, problems with the Internet are caused by force majeure (power outage at the substation, hurricane that damaged equipment, heavy snowfall). In this case, you have no choice but to accept an apology from the consultant and wait for the problem to be fixed.
Step 9
If the claim is rejected and not satisfied, contact Rospotrebnadzor. In this case, you should attach a complaint in the form of a statement, an agreement with the provider, a receipt for payment for services.
