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| | {{process | | {{process |
| | |process_official_title=Submitting a complaint about telephony and the internet | | |process_official_title=Submitting a complaint about telephony and the internet |
| − | |process_alternative_titles=Submitting a complaint about electronic communications | + | |process_alternative_titles=Submitting a complaint about electronic communications, Submitting a complaint about a telephony service provider, File a complaint for telephony - internet services |
| − | Submitting a complaint about a telephony service provider | |
| | |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_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_is_private=No |
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| | 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. | | 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_estimated_implementation_duration_max=P50D |
| − | |process_provided_language=English, Greek
| |
| | |process_evidence_identification_type=Other | | |process_evidence_identification_type=Other |
| | |process_type=Outgoing | | |process_type=Outgoing |
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| | |process_output_type=Citizen information (software), Launch another procedure | | |process_output_type=Citizen information (software), Launch another procedure |
| | |process_validity_duration_set=Indefinite | | |process_validity_duration_set=Indefinite |
| − | |process_source=Framers, gov.gr, SDG
| |
| | |process_provided_to=Businesses,Indeictees | | |process_provided_to=Businesses,Indeictees |
| − | |process_tax_type=Citizens complaints | + | |process_tax_type=Citizen complaints |
| − | |process_life_events=Real estate,Social assistance | + | |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_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_min=0.00 |
| | |process_cost_max=0.00 | | |process_cost_max=0.00 |
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| | |process_evidence_step_total_number=0 | | |process_evidence_step_total_number=0 |
| | |process_evidence_step_digital_total_number=0 | | |process_evidence_step_digital_total_number=0 |
| | + | |process_source=Framers, gov.gr, SDG |
| | |process_nace_codes=61 | | |process_nace_codes=61 |
| | |process_sdg_codes=H3 | | |process_sdg_codes=H3 |
| − | |process_govgr_codes=15730 | + | |process_govgr_codes=15730,15730 |
| | + | |process_govgr_full_info=15730 |
| | |process_application_type=Report / Complain | | |process_application_type=Report / Complain |
| | |process_application_submission_type=Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post) | | |process_application_submission_type=Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post) |
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| | A complaint must necessarily indicate the complainant’s name. Anonymous complaints will not be examined. | | 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. | | 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 |
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| | |process_step_official=Other | | |process_step_official=Other |
| | |process_step_implementation=Inspection | | |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_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_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. |
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| | |process_step_previous_child_selector=11 | | |process_step_previous_child_selector=11 |
| | |process_step_previous_child=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_official=Other |
| | |process_step_implementation=Software action | | |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 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_link_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/ |
| | }} | | }} |
| | {{process useful links | | {{process useful links |
| | + | |process_useful_link_title=EETT powers |
| | |process_useful_link_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/armodiotites/ | | |process_useful_link_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/armodiotites/ |
| | }} | | }} |
| | {{process useful links | | {{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_link_url=https://www.eett.gr/docs/sychnes-erotiseis-gia-katanalotes/tilefonia-amp-diadiktyo/chreoseis/ |
| | }} | | }} |
| | {{process useful links | | {{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 | | |process_useful_link_url=http://www.synigoroskatanaloti.gr/index.html |
| | }} | | }} |
