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Resolving problems with your operator

Updated 18 December 2020

Resolving problems with your operator

If you have problems with your telecommunications or pay-TV service provider (interruptions in service, malfunctions, billing errors, delays, etc.), you should:

  • firstly submit a complaint to the operator's customer service department by post, fax or telephone. The contact details to be used are shown in the contract, in the Service Charter (Italian only) and on invoices. If you make the complaint over the phone, we advise you to take note of the complaint identification code that the call centre is obliged to provide. The operator must always respond to the complaint, at the latest within 45 days of receiving it (or within a shorter period, if indicated in the contract and/or the Service Charter). If the operator rejects the complaint, it is obliged to send a written response to the user;
  • if the complaint is rejected or there is no response, you should start a conciliation attemp (Italian only) through the platform Conciliaweb (Resolution No 203/18/CONS) (Italian only);

  • if the conciliation attempt is unsuccessful, apply to settle the dispute through Conciliaweb (Italian only).

You can apply for an interim ruling  through Conciliaweb (Italian only):

  • if the operator has suspended the service and a conciliation attempt has been initiated
  • if the dispute is in the process of being settled 

To recap:

Do you have a problem with a telecommunications or pay-TV operator?

Submit a complaint to your operator's customer service department

You have submitted a complaint to the operator but it has been rejected, the operator has not responded and/or the problem persists?

Start a conciliation attempt on Conciliaweb or via an authorised entity

Was the conciliation unsuccessful?

Ask for the dispute to be settled via Conciliaweb

Has the operator suspended the service during the complaint, conciliation or settlement procedure?

Apply for an interim ruling through Conciliaweb

 

Italian version

Source: Communications Regulatory Authority

Help us improve    Contact Assistance Services

Updated 18 December 2020

Resolving problems with your operator

If you have problems with your telecommunications or pay-TV service provider (interruptions in service, malfunctions, billing errors, delays, etc.), you should:

  • firstly submit a complaint to the operator's customer service department by post, fax or telephone. The contact details to be used are shown in the contract, in the Service Charter (Italian only) and on invoices. If you make the complaint over the phone, we advise you to take note of the complaint identification code that the call centre is obliged to provide. The operator must always respond to the complaint, at the latest within 45 days of receiving it (or within a shorter period, if indicated in the contract and/or the Service Charter). If the operator rejects the complaint, it is obliged to send a written response to the user;
  • if the complaint is rejected or there is no response, you should start a conciliation attemp (Italian only) through the platform Conciliaweb (Resolution No 203/18/CONS) (Italian only);

  • if the conciliation attempt is unsuccessful, apply to settle the dispute through Conciliaweb (Italian only).

You can apply for an interim ruling  through Conciliaweb (Italian only):

  • if the operator has suspended the service and a conciliation attempt has been initiated
  • if the dispute is in the process of being settled 

To recap:

Do you have a problem with a telecommunications or pay-TV operator?

Submit a complaint to your operator's customer service department

You have submitted a complaint to the operator but it has been rejected, the operator has not responded and/or the problem persists?

Start a conciliation attempt on Conciliaweb or via an authorised entity

Was the conciliation unsuccessful?

Ask for the dispute to be settled via Conciliaweb

Has the operator suspended the service during the complaint, conciliation or settlement procedure?

Apply for an interim ruling through Conciliaweb

 

Italian version

Source: Communications Regulatory Authority

Help us improve    Contact Assistance Services