Revision as of 10:10, 12 July 2024
3e32aea1-439e-4bda-ad5b-a2694633c669
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Διαχείριση αιτημάτων/καταγγελιών για ηλεκτρονικές επικοινωνίες
At a glance
Points of service
Telecommunications Consumer Protection Department, HELLENIC TELECOMMUNICATIONS & POST COMMISSION
Number of required documents
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.
Basic information
Competent body
HELLENIC TELECOMMUNICATIONS & POST COMMISSION
Authority/Public body’s Unit responsible for the institutional framework of the procedure
Service / organizational unit of a authority entity
Telecommunications Consumer Protection Department
Application
Application Type
Report / Complain
Submission by:
Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post)
Submitted by:
Legal entities, Persons
Title
Submitting a complaint about telephony and the internet
Notes:
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.
What you will need
Means of authentication, identification and signature
Related
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.
Output & Results
Output
Citizen information (software), Launch another procedure
Other information
Alternative titles
Submitting a complaint about electronic communications
Submitting a complaint about a telephony service provider
Official title
Submitting a complaint about telephony and the internet
Languages supported
Greek, English
Categories
Trigger (submission method)
Application (digital), Application (handwritten), Application (letter), email
H3
ΔΔ
3
0
0
64183
No
864001
172801
Indefinite
Other
131631
61
15730
8210
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Input in another process, Not to be used as a supporting document
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.
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1
Of data provision
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.
No
No
2
Of data provision
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.
No
No
3
Of Consent
The consumer must be informed of and agree to the ‘Privacy and Personal Data Protection Declaration’ before submitting their request/complaint to the EETT.
No
No
1
Any evidence (documents, copies, photographs or other files relating to the subject matter of the complaint) in support of the complaint.
Proof
Any evidence (documents, copies, photographs or other files relating to the subject matter of the complaint) in support of the complaint.
Submission by:
Presented by the applicant (email), Submitted by the applicant (digital), Submitted by the applicant (in person or by post)
Submitted by:
Legal entities, Persons
Notes:
Providing such evidence is optional and left to the discretion of the complainant.
Document submitted under requirements:
Yes
Document’s requirement:
Administrative
No
3798
Law
209 (παραπέμπουν στα άρθρα 210-223)
4727
2020
184
Α
Decision of an Independent Authority
3.6.1
991/004
2021
2265
Β
Decision of an Independent Authority
1032/006
2022
3242
Β
1
Commencement of procedure
No
No
2
Receiving a complaint online
Yes
No
3
Receiving a complaint by email
Responsible for Implementation
Competent Department
Μethod of Implementation
Manual Action
Description
The complaint and any evidence must be emailed to info@eett.gr
Yes
No
4
Receiving a complaint in person or by post
Responsible for Implementation
Competent Department
Μethod of Implementation
Manual Action
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).
Yes
No
5
Registering a complaint and assigning it to the competent official
Responsible for Implementation
Competent Department
Μethod of Implementation
Software action
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.
Notes
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.
No
No
6
Evaluation of a complaint
Responsible for Implementation
Competent Employee
Μethod of Implementation
Inspection
Description
The complaint will be evaluated by the competent official, who will decide on the steps to be taken next.
No
No
7
Sending a model letter to a complainant due to missing information or incompetence of the EETT
Responsible for Implementation
Competent Employee
Μethod of Implementation
Software action
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.
Yes
Yes
8
Sending a complaint back in order to be reassigned to a competent department
Responsible for Implementation
Competent Employee
Μethod of Implementation
Software action
Description
If it is established that the complaint concerns another EETT department, it will be sent back to the Central Secretariat to be reassigned.
Yes
Yes
9
Sending a reply letter to the complainant concerning an EETT-related question
Responsible for Implementation
Competent Employee
Μethod of Implementation
Software action
Description
If the complainant’s question concerns the EETT, then a letter of reply will be sent.
Yes
Yes
10
Entering a complaint in the ERMIS system and sending it to the provider
Responsible for Implementation
Competent Employee
Μethod of Implementation
Software action
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.
Yes
No
11
Examination of a complaint by the provider
Responsible for Implementation
Other
Μethod of Implementation
Inspection
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.
Notes
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.
Yes
No
12
Notifying the complainant and the EETT of the provider’s reply via the ERMIS system
Responsible for Implementation
Other
Μethod of Implementation
Software action
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.
Notes
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.
Yes
Yes
Handling complaints about telephony and the internet
EETT powers
FAQs
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
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