View source for ΔΔ:Handling requests/complaints about electronic communications

{{process
|process_official_title=Submitting a complaint about telephony and the internet
|process_alternative_titles=Submitting a complaint about electronic communications, Submitting a complaint about a telephony service provider, File a complaint for telephony - internet services
|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.
|process_org_owner_is_private=No
|process_org_owner=64183
|process_provision_org_owner_directory=131631
|process_provision_org_group=8210
|process_provision_org_directory=Telecommunications Consumer Protection Department
|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.
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_evidence_identification_type=Other
|process_type=Outgoing
|process_trigger=Complaint
|process_trigger_type=email, Application (handwritten), Application (digital), Application (letter)
|process_usage=Input in another process, Not to be used as a supporting document
|process_output_type=Launch another procedure, Citizen information (software)
|process_validity_duration_set=Indefinite
|process_provided_to=Businesses,Indeictees
|process_tax_type=Citizens complaints
|process_life_events=Social assistance
|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.
|process_total_duration_steps_min=172801
|process_total_duration_steps_max=864001
|process_cost_min=0.00
|process_cost_max=0.00
|process_evidence_cost_guarantee=0
|process_evidence_cost_total_number=0
|process_evidence_ex_officio_total_number=0
|process_evidence_alternative_total_number=0
|process_evidence_prerequisite_total_number=1
|process_evidence_total_number=0
|process_evidence_step_total_number=0
|process_evidence_step_digital_total_number=0
|process_source=Framers, gov.gr, SDG
|process_nace_codes=61
|process_sdg_codes=H3
|process_govgr_codes=15730,15730
|process_govgr_full_info=15730
|process_application_type=Report / Complain
|process_application_submission_type=Submitted by the applicant (digital), Presented by the applicant (email), Submitted by the applicant (in person or by post)
|process_application_owner=Persons, Legal entities
|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=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.
|process_provided_language=English, Greek
}}
{{process conditions
|process_conditions_num_id=1
|process_conditions_alternative=No
|process_conditions_type=Of data provision
|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/
}}
{{process conditions
|process_conditions_num_id=2
|process_conditions_alternative=No
|process_conditions_type=Of data provision
|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/
}}
{{process conditions
|process_conditions_num_id=3
|process_conditions_alternative=No
|process_conditions_type=Of Consent
|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/
}}
{{process evidences
|process_evidence_num_id=1
|process_evidence_type=3798
|process_evidence_is_under_prerequisite=Yes
|process_evidence_prerequisite=Administrative
|process_evidence_alternative=No
|process_evidence_submission_type=Submitted by the applicant (digital), Presented by the applicant (email), Submitted by the applicant (in person or by post)
|process_evidence_owner=Persons, Legal entities
|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=Providing such evidence is optional and left to the discretion of the complainant.
}}
{{process rules
|process_rule_type=Law
|process_rule_decision_number=4727
|process_rule_decision_year=2020
|process_rule_article=209 (παραπέμπουν στα άρθρα 210-223)
|process_rule_description=Provisions on the protection of end users of electronic communications.
|process_rule_gazette_doc_number=184
|process_rule_gazette_doc_issue=Α
|process_rule_url=https://www.et.gr/api/DownloadFeksApi/?fek_pdf=20200100184
}}
{{process rules
|process_rule_type=Decision of an Independent Authority
|process_rule_decision_number=991/004
|process_rule_decision_year=2021
|process_rule_article=3.6.1
|process_rule_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/).
|process_rule_gazette_doc_number=2265
|process_rule_gazette_doc_issue=Β
|process_rule_url=https://www.et.gr/api/DownloadFeksApi/?fek_pdf=20210202265
}}
{{process rules
|process_rule_type=Decision of an Independent Authority
|process_rule_decision_number=1032/006
|process_rule_decision_year=2022
|process_rule_description=EETT Code of Conduct for the provision of electronic communications services to consumers.
|process_rule_gazette_doc_number=3242
|process_rule_gazette_doc_issue=Β
|process_rule_url=https://www.et.gr/api/DownloadFeksApi/?fek_pdf=20220203242
}}
{{process steps
|process_step_num_id=1
|process_step_exit=No
|process_step_child=No
|process_step_title=Commencement of procedure
}}
{{process steps
|process_step_num_id=2
|process_step_exit=No
|process_step_child=Yes
|process_step_previous_child_selector=1
|process_step_previous_child=1
|process_step_title=Receiving a complaint online
|process_step_official=Software
|process_step_implementation=Software action
|process_step_description=The complaint must be submitted at https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/ypovoli-kataggelias-gia-tilefonia-amp-diadiktyo/
}}
{{process steps
|process_step_num_id=3
|process_step_exit=No
|process_step_child=Yes
|process_step_previous_child_selector=1
|process_step_previous_child=1
|process_step_title=Receiving a complaint by email
|process_step_official=Competent Department
|process_step_implementation=Manual Action
|process_step_description=The complaint and any evidence must be emailed to info@eett.gr
}}
{{process steps
|process_step_num_id=4
|process_step_exit=No
|process_step_child=Yes
|process_step_previous_child_selector=1
|process_step_previous_child=1
|process_step_title=Receiving a complaint in person or by post
|process_step_official=Competent Department
|process_step_implementation=Manual Action
|process_step_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).
}}
{{process steps
|process_step_num_id=5
|process_step_exit=No
|process_step_child=No
|process_step_title=Registering a complaint and assigning it to the competent official
|process_step_official=Competent Department
|process_step_implementation=Software action
|process_step_duration_min=P1D
|process_step_duration_max=P5D
|process_step_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.
|process_step_note=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 steps
|process_step_num_id=6
|process_step_exit=No
|process_step_child=No
|process_step_title=Evaluation of a complaint
|process_step_official=Competent Employee
|process_step_implementation=Inspection
|process_step_duration_min=P1D
|process_step_duration_max=P5D
|process_step_description=The complaint will be evaluated by the competent official, who will decide on the steps to be taken next.
}}
{{process steps
|process_step_num_id=7
|process_step_exit=Yes
|process_step_child=Yes
|process_step_previous_child_selector=6
|process_step_previous_child=6
|process_step_title=Sending a model letter to a complainant due to missing information or incompetence of the EETT
|process_step_official=Competent Employee
|process_step_implementation=Software action
|process_step_duration_min=P1D
|process_step_duration_max=P10D
|process_step_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.
}}
{{process steps
|process_step_num_id=8
|process_step_exit=Yes
|process_step_child=Yes
|process_step_previous_child_selector=6
|process_step_previous_child=6
|process_step_title=Sending a complaint back in order to be reassigned to a competent department
|process_step_official=Competent Employee
|process_step_implementation=Software action
|process_step_duration_min=PT5M
|process_step_duration_max=P1D
|process_step_description=If it is established that the complaint concerns another EETT department, it will be sent back to the Central Secretariat to be reassigned.
}}
{{process steps
|process_step_num_id=9
|process_step_exit=Yes
|process_step_child=Yes
|process_step_previous_child_selector=6
|process_step_previous_child=6
|process_step_title=Sending a reply letter to the complainant concerning an EETT-related question
|process_step_official=Competent Employee
|process_step_implementation=Software action
|process_step_duration_min=P1D
|process_step_duration_max=P40D
|process_step_description=If the complainant’s question concerns the EETT, then a letter of reply will be sent.
}}
{{process steps
|process_step_num_id=10
|process_step_exit=No
|process_step_child=Yes
|process_step_previous_child_selector=6
|process_step_previous_child=6
|process_step_title=Entering a complaint in the ERMIS system and sending it to the provider
|process_step_official=Competent Employee
|process_step_implementation=Software action
|process_step_duration_min=P1D
|process_step_duration_max=P5D
|process_step_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.
}}
{{process steps
|process_step_num_id=11
|process_step_exit=No
|process_step_child=Yes
|process_step_previous_child_selector=10
|process_step_previous_child=10
|process_step_title=Examination of a complaint by the provider
|process_step_official=Other
|process_step_implementation=Inspection
|process_step_duration_min=P1D
|process_step_duration_max=P30D
|process_step_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.
|process_step_note=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.
}}
{{process steps
|process_step_num_id=12
|process_step_exit=Yes
|process_step_child=Yes
|process_step_previous_child_selector=11
|process_step_previous_child=11
|process_step_title=Notifying the complainant and the EETT of the provider’s reply via the ERMIS system
|process_step_official=Other
|process_step_implementation=Software action
|process_step_duration_min=PT1S
|process_step_duration_max=PT1S
|process_step_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.
|process_step_note=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.
}}
{{process useful links
|process_useful_link_title=Handling complaints about telephony and the internet
|process_useful_link_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/
}}
{{process useful links
|process_useful_link_title=EETT powers
|process_useful_link_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/armodiotites/
}}
{{process useful links
|process_useful_link_title=FAQs
|process_useful_link_url=https://www.eett.gr/docs/sychnes-erotiseis-gia-katanalotes/tilefonia-amp-diadiktyo/chreoseis/
}}
{{process useful links
|process_useful_link_title=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
|process_useful_link_url=http://www.synigoroskatanaloti.gr/index.html
}}