The implementation of a new regulation for the licensing and operation of companies providing Internet access and telephony services will be completed by early autumn 2013, the competent independent authority announced. It provides for the protection of consumers from excessive charges when signing a contract, the imposition of a fixed connection only when the subscriber has debts and timely notification when charges increase, with the right to terminate the contract without charge.
Specifically, the new regulation provides for the following consumer rights:
- Overcharge control: When signing the contract, the subscriber can request the interruption of service when the charge exceeds a predetermined amount. In this case, the provider is obliged to automatically interrupt the services.
Increase in charges or change in contract terms on connections/packages
- Contract: The provider must inform the subscriber at least one month before their implementation, via the printed and/or electronic account. The subscriber has the right to object and terminate the contract – without charge – within 30 days.
- Prepaid telephony: The update is made via text message (SMS) at least one month in advance.
- Prepaid card: The consumer must be informed whether the charges may be modified before the card expires, as well as how he can be informed of any modifications.
- Return of fixed assets in cases of delayed repair of damage: If the subscriber reports a damage - the duration of which exceeds one working day and is not due to his own fault - the provider is obliged to automatically (i.e., without prior written/oral request from the subscriber) return the corresponding fixed assets to a subsequent account.
- Charges in cases of temporary disconnection due to debts: In the event that the connection is temporarily disconnected due to the subscriber's debts for an entire billing period, then the provider imposes only the simple fixed connection fee and not the charges for voice and/or data packages. Also, during the period of temporary disconnection, the subscriber has the right to request the immediate and permanent disconnection of the connection.
- Charges in cases of early termination of the contract: In the fixed-term contract, the charges for the amortization of the subsidy that the consumer will be required to pay are defined, if he terminates the contract before its expiration.
- No waiting charge for telephone directory services: Providers do not charge during waiting, that is, before the start of telephone directory services.
- Theft of devices: Mobile phone providers must keep a list of the identification details of stolen devices in order to block calls from being made from them.
- Retention of account information: Providers must retain detailed information about subscribers' accounts for a period of 12 months.
EETT issued the new regulation on February 26 for the licensing and operating conditions of electronic communications providers, in accordance with the revised European and Greek regulatory framework and with a view to defending the rights and controlling charges for subscribers to telephony and Internet.
This regulation imposes increased obligations on providers regarding the detailed and timely information of subscribers before imposing increases in charges and changes to the terms of the contract on connections/packages.
Among other things, as you have read, the regulation provides that the provider must respond in writing and within 20 days to any written complaint or denunciation. In the event of the provider's failure to respond, then the subscriber can contact EETT.
- The form for submitting complaints to EETT is published at https://www.apps.eett.gr/complaints/Complaint.seam
For electronic communications providers, the new Regulation facilitates their licensing, further simplifying the registration process in the EETT registry.
It is noted that the Regulation will be implemented gradually, until the beginning of autumn 2013, as it requires adaptation of the providers' information systems.
