332143Difference between revisions of "ΔΔ:Handling requests/complaints about electronic communications"

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Latest revision as of 17:57, 12 March 2025

3e32aea1-439e-4bda-ad5b-a2694633c669 332143 Διαχείριση αιτημάτων/καταγγελιών για ηλεκτρονικές επικοινωνίες

At a glance

Points of service

Telecommunications Consumer Protection Department, HELLENIC TELECOMMUNICATIONS & POST COMMISSION

Number of required documents

0 to 1

Fees

Provided without cost

Estimated Time

50 days

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

Service / organizational unit of a authority entity

Telecommunications Consumer Protection Department

Validity duration

Indefinite

Notes

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.

Last update

12/03/2025

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 Link • 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

  • 1 1 Any evidence (documents, copies, photographs or other files relating to the subject matter of the co ... Proof (conditional)

    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

Print

Requirements

  • 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.

    Link Link

  • 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.

    Link Link

  • 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.

    Link Link

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.

NACE

  • 61 Telecommunications

Output & Results

Output

Citizen information (software), Launch another procedure

Steps

  • 1 Commencement of procedure

  • 2 Receiving a complaint online

    Responsible for Implementation Software

    Μethod of Implementation Software action

    Description The complaint must be submitted at Link

  • 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

  • 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).

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

Other information

Alternative titles

Submitting a complaint about electronic communications, Submitting a complaint about a telephony service provider, File a complaint for telephony - internet services

Official title

Submitting a complaint about telephony and the internet

Languages supported

Greek, English

Legislation

  • Law 4727/2020 (Government Gazette 184/Α) Articles 209 (παραπέμπουν στα άρθρα 210-223)

    Description Provisions on the protection of end users of electronic communications.

    Legal references Link

  • Decision of an Independent Authority 1032/006/2022 (Government Gazette 3242/Β)

    Description EETT Code of Conduct for the provision of electronic communications services to consumers.

    Legal references Link

  • Decision of an Independent Authority 991/004/2021 (Government Gazette 2265/Β) Articles 3.6.1

    Description General Licensing Regulation – Obligations of providers to accept and reply to customer requests/complaints, as amended and currently in force (Link).

    Legal references Link

Categories

Τype of procedure

Trigger

Complaint

Trigger (submission method)

Application (digital), Application (handwritten), Application (letter), email

Life events

Type

Outgoing

End of Process

Ιndefinite

H3
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