Consumers’ rights to complain
According to the laws, consumers of telecommunications services always have their rights to lodging complaints, when they have suffered from the service providers’ supply of telecommunication services via 2 main channels.
² Lodging complaints directly to the telecommunications services providers
- Any person suffering from the licensee’s supply of telecommunication services shall have the right to lodge a complaint with the licensee. On the receipt of the complaint, the licensee shall acknowledge receipt thereof in writing to the person who originates it within 7 days from the date of the receipt.
- At the stage of the licensee’s examination of the lodged complaint, if the licensee is of the opinion that the complaint is groundless, trivial or unreasonable to lodge such the complaint, the licensee shall notify the complainant in writing within 14 days from the date of receiving the complaint, outlining the reasons for not taking it into consideration, the right to further the dispute to the NBTC and other consumer protection authorities together with their contact details and telephone number in a clear manner.
- If the complainant still deems that his or her complaint is justifiable, substantive or reasonable for the licensee to take it into consideration, he or she is able to submit the case to the NBTC for consideration by the procedures and contents as specified under Clause 9 paragraph two together with other related evidences. The Office shall inform the complainant and the licensee of the result of the Commission’s consideration within fourteen days from the day following the date of the Commission’s receipt of the complaint.
- The licensee shall complete the resolution within 30 days from the date of the receipt except for the case of force majeure that prevents the licensee from handling it by due date. The licensee shall keep the complainant informed as to the progress and expected conclusion date every 10 days.
- In the case where the result of the negotiation between the licensee and the complainant fails to reach a conclusion either in whole or in part, the licensee shall submit a report on the procedure for complaint resolution, record of the negotiation between the parties and the licensee’s claims, arguments or defenses, accompanied by all other relevant evidences to the Office of the NBTC within 3 days from the date on which the negotiation is concluded.
.² Lodging complaints to the Telecommunications Consumer Protection Bureau (TCP), Office of the NBTC
- In the case where the complainant submits a complaint to the Office of the NBTC without entering the procedure for complaint resolution at the level of the licensee, the Office of the NBTC shall undertake to receive the complaint and acknowledge its receipt to the person who originates it in writing within 7 days.
- The Office of the NBTC shall consider the complaint or the dispute between the complainant and the licensee within 30 days from the date of the Office’s receipt.
- If the parties could reach a mutual agreement, the Office of the NBTC shall provide assistance for them in making a reconciliation agreement. However, in the case that both parties fail to reach a mutual agreement, the Office of the NBTC shall summarize and submit all facts and evidences together with its consideration to the NBTC for further consideration.
- The Office of the NBTC shall not accept the complaint which is of the following descriptions and inform the complainant:
(2) The matter resolved by the licensee to the complainant’s satisfaction;
(3) The matter duly adjudicated or settled completely by the NBTC or under the NBTC’s consideration of the appeal;
(4) The matter pending in the court’s trial or has been adjudicated by the court’s final order.
Tags: Consumers’ rights to complain