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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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| | |process_provision_org_group=8210 | | |process_provision_org_group=8210 |
| | |process_provision_org_directory=Telecommunications Consumer Protection Department | | |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. | + | |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. | + | |
| | + | *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,Consumers |
| − | |process_provided_to=Businesses,Indeictees | + | |process_tax_type=Citizen accusation, Citizen complaints |
| − | |process_tax_type=Citizens complaints | + | |process_life_events=Complaints,Telecommunications |
| − | |process_life_events=Real estate,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_min=172801 |
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| | |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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| | |process_application_related_url=https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/ypovoli-kataggelias-gia-tilefonia-amp-diadiktyo/ | | |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: | | |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 electronic submission at https://www.eett.gr/katanalotes/tilefonia-amp-diadiktyo/diacheirisi-kataggelion/ |
| − | • by email to info@eett.gr | + | *• 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. | + | *• 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. | | 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. |
| | }} | | }} |
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| | |process_rule_decision_number=4727 | | |process_rule_decision_number=4727 |
| | |process_rule_decision_year=2020 | | |process_rule_decision_year=2020 |
| − | |process_rule_article=209 (παραπέμπουν στα άρθρα 210-223) | + | |process_rule_article=209 (referring to Articles 210-223) |
| | |process_rule_description=Provisions on the protection of end users of electronic communications. | | |process_rule_description=Provisions on the protection of end users of electronic communications. |
| | + | |process_rule_gazette_doc_issue=Α |
| | |process_rule_gazette_doc_number=184 | | |process_rule_gazette_doc_number=184 |
| − | |process_rule_gazette_doc_issue=Α
| + | |process_rule_url=https://api.et.gr/apiLAW/1/2020/4727/pdf |
| − | |process_rule_url=https://www.et.gr/api/DownloadFeksApi/?fek_pdf=20200100184 | |
| | }} | | }} |
| | + | |
| | {{process rules | | {{process rules |
| | |process_rule_type=Decision of an Independent Authority | | |process_rule_type=Decision of an Independent Authority |
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| | |process_rule_article=3.6.1 | | |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_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_issue=Β |
| | |process_rule_gazette_doc_number=2265 | | |process_rule_gazette_doc_number=2265 |
| − | |process_rule_gazette_doc_issue=Β
| + | |process_rule_url=https://api.et.gr/apiFEK/2/2021/2265/pdf |
| − | |process_rule_url=https://www.et.gr/api/DownloadFeksApi/?fek_pdf=20210202265 | |
| | }} | | }} |
| | + | |
| | {{process rules | | {{process rules |
| | |process_rule_type=Decision of an Independent Authority | | |process_rule_type=Decision of an Independent Authority |
| | |process_rule_decision_number=1032/006 | | |process_rule_decision_number=1032/006 |
| | |process_rule_decision_year=2022 | | |process_rule_decision_year=2022 |
| | + | |process_rule_article= |
| | |process_rule_description=EETT Code of Conduct for the provision of electronic communications services to consumers. | | |process_rule_description=EETT Code of Conduct for the provision of electronic communications services to consumers. |
| | + | |process_rule_gazette_doc_issue=Β |
| | |process_rule_gazette_doc_number=3242 | | |process_rule_gazette_doc_number=3242 |
| − | |process_rule_gazette_doc_issue=Β
| + | |process_rule_url=https://api.et.gr/apiFEK/2/2022/3242/pdf |
| − | |process_rule_url=https://www.et.gr/api/DownloadFeksApi/?fek_pdf=20220203242 | |
| | }} | | }} |
| | + | |
| | + | |
| | {{process steps | | {{process steps |
| | |process_step_num_id=1 | | |process_step_num_id=1 |
