Tele2 ambulance service: where to write a complaint against an employee, mail for complaints

Grounds for appealing Tele2 actions

Tele2, like any mobile operator, operates in accordance with the laws:

Law of the Russian Federation dated 02/07/1992 No. 2300-1 “On the protection of consumer rights”;
Federal Law of July 7, 2003 No. 126-FZ “On Communications”;
Federal Law of March 13, 2006 No. 38-FZ “On Advertising”;
Decree of the Government of the Russian Federation dated December 9, 2014 No. 1342 (as amended on May 27, 2019) “On the procedure for the provision of telephone services” (together with the “Rules for the provision of telephone services”;
Other regulations governing certain issues of the activities of mobile operators.

Any violation of these regulations in the provision of communication services may be appealed. Tele2 subscribers most often complain about the following violations by their operator:

poor connection quality and low mobile Internet speed;
unjustified debiting of funds from the account;
connection of additional paid services without the subscriber’s consent;
many spam calls and SMS;
blocking of communication services without the reasons specified in the contract for the provision of communication services;
rudeness and illegal behavior of company employees;
refusal to provide assistance on mobile communications issues or disagreement with termination of the contract.

However, before filing a complaint with Tele2 or complaining about this company to government agencies, you need to make sure that the complaint is justified, i.e. there is not only customer dissatisfaction, but also a violation of a specific rule of law. Thus, if a complaint is made in connection with poor quality of services, you can refer to Article 4 of the Law on the Protection of Consumer Rights, which obliges all communication service providers to provide quality services.

How to get help via Online Chat

According to statistics, the majority of Tele2 subscribers prefer to communicate with operator representatives via the Internet. This method of communication is considered the simplest, fastest and most convenient. Therefore, the company has organized an online chat on its website, in which subscribers can contact the operator’s support service at any time and from anywhere in the world. To do this, on the website you need to go to the “Support” section or type in the browser the address: //msk.tele2.ru/help/category/contacts .

On the help page you need to select the “Online chat” item, then the procedure is as follows:

on the presented page, click “Ask a question”;
a dialog box will pop up in which you need to enter your phone number;
fill in the name line;
describe the essence of the problem\ask a question;
click on the “Submit” button.

As a rule, the operator responds within a few seconds; with a heavy load, you won’t have to wait longer than five minutes for a response. After the answer, the subscriber can ask any questions regarding the provision of communication services: on quality, on issues of debiting funds from a personal account, on cost and terms of tariffs, etc. In addition, in the chat you can ask for help with data transfer settings on your phone (Internet, MMS).

You can contact the Tele2 operator in other alternative ways, see how to do this here.

How to file a claim against Tele2?

There are several government control bodies that consider complaints against cellular operators. However, if Tele2 has in any way caused you inconvenience, do not rush to file a complaint with government agencies. Perhaps a simple contact with support will be enough to solve the problem. If this measure does not have an effect, you need to contact Tele2 officially - by filing a claim.

You can write a complaint in Tele2 in free form, but it is still better to adhere to some rules when writing it. So, the structure of the claim is as follows:

Document header. It contains information about the sender (Tele2 management and contacts) and the recipient of the claim. The claim header in Tele2 will look like this:
General Director of the Limited Liability Company "T2 RTK Holding" Emdin S.V.
108811, Moscow, Moskovsky settlement, Kyiv highway 22nd kilometer, house 6, building 1
From (applicant's full name, address or email, telephone).
The main part of the claim. Write its name (for example, “Claim for the provision of services of inadequate quality”), after which the circumstances that forced you to contact the company are described. When writing, a business style of writing is used; events are presented in chronological order, as briefly and concisely as possible. Specific dates of events, full names of employees, number and date of the contract for the provision of communication services, details of payment documents, etc. should be indicated.
Motivational part. It describes exactly what the applicant disagrees with and why. References to regulations that will make the claim more weighty and justified are required.
Final part. Here are the requirements for the company: terminate the contract, return the funds wrongfully written off, etc. with the deadline for their implementation. It should also be indicated that if these requirements are not met, the applicant will file a complaint with Roskomnadzor, Rospotrebnadzor or another authority.
The claim is completed by listing the attachments, date and signature.

Sample claim

Consultation on document preparation

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Appeal to the mobile operator Tele2 with a complaint

Mobile users often encounter problems for which the operator is blamed. In Tele2, a complaint of this kind will definitely be considered, just write it correctly, without deviating from the essence of the matter. If you fail to achieve the desired result during the proceedings within the company itself, you can request support from the competent federal agencies.

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How to write a complaint to Tele2

The management of the mobile operator considers the occurrence of problems with customers as an emergency. Despite the arbitrary form of the complaint, when writing you must adhere to the generally accepted standard of document preparation. In essence, appeals must be written consistently, thoroughly and clearly, attaching documentary evidence.

Without presenting a claim to Tele2, it will not be possible to achieve further proceedings in the competent federal departments.

Grounds for complaint

It is not very difficult to leave a complaint about the services of the Tele2 operator, which did not provide the proper quality of communication. In order for an appeal to be considered seriously and not dismissed out of hand, it must be justified. The following are considered reasonable grounds to complain about an operator:

poor communication and low-quality Internet connection that does not provide the declared traffic speed;
inflated monthly fees beyond the established tariffs;
the dominance of spam;
unreasonable blocking of a number;
refusal to terminate the current agreement;
inappropriate attitude of a company employee to the needs of the client, etc.

It is worth thinking in advance about the validity of the complaint so as not to waste time and nerves in vain.

How to properly file a complaint

The presentation format, paper or electronic, does not matter. It is important to adhere to ethical principles of document flow and logical presentation. How an official written appeal is supposed to be drawn up is set out in Art. 7 Federal Law No. 59, adopted in 2006.

Current sample

To contact the Tele2 operator, you can use a claim sample.

complaints about Tele2 (.doc)

Where to file a claim

Having identified the problem, you must first write a complaint to Tele2 addressed to the management of the company itself. In the vast majority of cases, this turns out to be quite enough to resolve the situation.

If communication with the management of the mobile operator does not bring success, then the decision where to appeal against its actions is made depending on the specific circumstances.

Directly to Tele2

The easiest way is to go to the official website. Everything you need to solve your problem can be found on the page.

Let's see where we can turn.

We choose the most appropriate option offered by the help desk.

In writing to the head office

It is possible that the client will choose the most formal way of communication with the management of the mobile operator. The letter to the head office is sent to the address: 125212, Russia, Moscow, Leningradskoye Shosse, building 39 A, building 1.

Orally by phone

If the telephone is chosen as the means of communication, then subscribers can use the following numbers:

611;
free within the Russian Federation.

From a landline number you can call 8 (495) 97-97-611.

Online on the official Tele2 website

When deciding how to write a complaint, if you prefer the Internet, you can do this on the website, you can go to the official one and use your personal account.

Or use the feedback form on the page.

Or request personal support.

How to file a claim with Roskomnadzor

If the quality of communication and Internet is poor, which has not improved by contacting Tele2, you will have to turn to Roskomnadzor for help:

by sending a registered message to the address 109074, Moscow, Kitaigorodsky pr., building 7, building 2;
via e-mail;
online. Scroll the left column on the page.

Then in the center we get to the proposal to create a message and use it.

To Rospotrebnadzor

We complain about violation of consumer rights to Rospotrebnadzor:

the letter is sent to the address 127994, Moscow, Vadkovsky lane, building 18, buildings 5 and 7;
there is an e-mail;
by phone numbers indicated on the page;

by email from the same page, at the very bottom;

in the public reception area on Vadkovsky Lane.

Prosecutor's office and FAS

It is recommended to file a complaint against Tele2 with the prosecutor's office only if there is a deliberate violation of the law. It can be done:

during a personal reception;
through a special box for requests and applications;
by mail;
by fax (if available in the relevant office);
in the Internet reception area.

Believing that our rights have been infringed by unfair advertising, we contact the FAS. Contact details and ways to get in touch can be found on the official website.

Through social networks

Tele2 offers to submit requests via instant messengers, guaranteeing that any questions you may have will be answered.

Time limits for consideration of a formal complaint

Officials must be guided by the requirements set out in paragraph 1 of Art. 12 Federal Law No. 59, and respond to the complaint within 30 days. As for the telecom operator, he must adhere to the norm established by the relevant law, Federal Law No. 126 of 2003. In Art. 55 time limits for responding to complaints are provided:

register – within 24 hours (accepted by mail – five);
review and send a response within 30 days.

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Filing a claim in court

When complaints against Tele2 addressed to the company's management and federal departments do not bring the expected result, the decisive argument remains - going to court.

Arbitrage practice

The procedure is not quick, you need to be prepared for it. But the probability of a successful outcome, if the claim is filed correctly and the evidence base is weighty, is high.

Without sending a pre-trial claim to Tele2, there is no point in going to court. This is a mandatory stage to complete the judicial procedure.

Tele 2 commercial offers to connect a mobile operator without overpaying for services.

The user’s complaint against the operator to Roskomnadzor is detailed in a 10-minute video.

Some time later, he summed up the proceedings in a new issue.

This user also doesn’t like the operator’s unlimited tariff plans. What is the 11-minute story about?

Conclusion

When the need arises to contact Tele2 employees, do not forget about the rules for writing official complaints. Anticipating that the proceedings will not be particularly successful, it will not hurt to file a claim with the telecom operator. Having such a document in the future will allow you to benefit from the support of competent federal agencies and file a claim in court.

Without taking such a step as filing a claim, you will have to seek the truth from Tele2 yourself, which significantly reduces the chances of achieving success.

Our articles talk about typical ways to resolve legal issues, but each case is unique. If you want to find out how to solve your particular problem, please contact the online consultant form.

It's fast and free!

Or call us by phone (24/7):

If you want to find out how to solve your particular problem, call us by phone. It's fast and free!

Source: https://PravPotreb.com/zhaloby/tele2.html

How to file a claim with Tele2?

You can submit an already written claim to Tele2 in person through the nearest branch, by mail or electronically.

Personal submission

To submit a claim in person, you need to come to any Tele2 branch with two copies of the claim. On one copy, the employee will put an acceptance mark (including the date of acceptance, full name, position and signature of the accepting employee) and give it back. The second copy will remain with the applicant.

Sending by mail

By mail, the claim must be sent by registered mail with return receipt requested. Next, you should wait for the return receipt, which will indicate the date of receipt of the claim. It is from this date that the deadline for fulfilling the requirements specified in the claim is considered. Sometimes it happens that a company deliberately does not receive letters so as not to respond to them. In this case, after a month, the envelope with the letter will be returned to the sender, which will be considered ignoring the consumer’s requirements.

The claim should be sent to the company's head office at the address: 108811, Moscow, Moskovsky settlement, Kyiv highway 22nd kilometer, building 6, building 1.

Electronic message

You can also submit a claim on the official Tele2 website by logging into your personal account and going to the “Tele2 Feedback” tab. Using this method, it is better to take screenshots of your actions, which show the date and time. This will be proof of contacting the operator for government agencies.

Are you tired of reading? We’ll tell you over the phone and answer your questions.

Where to complain about Tele2?

If the operator has not fulfilled the requirements specified in the complaint or has completely ignored it, he will have to contact government authorities to restore his rights by writing a complaint to Tele2. It is important to file a complaint with the competent authority authorized to consider the issue of interest. Otherwise, the complaint against Tele2 will be forwarded to another government agency, and the applicant will waste time.

Roskomnadzor

This organization is authorized to consider complaints about the quality of cellular communications from Tele2 and the Internet. You can contact Roskomnadzor in the following ways:

send a complaint by mail to the address: 109992, Moscow, Kitaygorodsky pr., 7, building 2;
Contact the nearest Roskomnadzor office in person. Information about the branch of your region can be found on the website XX.rkn.gov.ru, where XX is the region code;
write by email;
use the application form on the Roskomnadzor website.

Rospotrebnadzor

If the provisions of the Law on the Protection of Consumer Rights are violated - money is written off without reason, the quality of services is poor, employees behave incorrectly, etc., you should write to Rospotrebnadzor. This organization considers the bulk of complaints against cellular operators. The complaint will be processed faster if you contact the branch of your region, but you can also contact the main branch directly.

The following methods of contacting Rospotrebnadzor are available:

Call: unified consultation center - 8 (800) 555-49-43.
Write to the Virtual Reception.
Send a claim to Tele2 by mail or come to an appointment at the address: 127994, Moscow, Vadkovsky Lane, building 18, buildings 5 and 7.

The telephone number and address of the regional office of Rospotrebnadzor can be found on the website ХХ.rospotrebnadzor.ru, where ХХ is the region number, for example, 22.rospotrebnadzor.ru. You can call the department, come to a personal appointment, or send a complaint by mail.

Federal Antimonopoly Service

Regarding mobile operators, the FAS monitors the implementation of legislation on advertising and competition. Accordingly, you can complain to the FAS about advertising that is untrue or misleading regarding the characteristics of services, as well as spam from Tele2. You can contact the FAS in the following ways:

come in person to one of the nearest branches. Information about the territorial bodies of the FAS can be found here;
send a complaint to the address: 125993, Moscow, st. Sadovaya-Kudrinskaya, 11, D-242, GSP-3;
write by email;
use the electronic application form.

Learn more about the procedure for contacting the FAS.

Prosecutor's office

If Tele2 committed a serious criminal or administrative violation of the law, or if the regulatory government agencies to which the complaint was filed are inactive, you should complain to the prosecutor's office.

Read more about the procedure and features of contacting the prosecutor's office.

Court

You should only sue Tele2 if the problem is quite serious (for example, a significant amount has been debited from the account or the subscriber’s personal data has been disclosed), and the above-mentioned authorities have not helped. It should be remembered that if the trial is lost, the applicant will not only not restore his rights, but will also be obliged to reimburse the defendant’s legal costs.

A statement of claim is written to the court, which is considered in accordance with procedural law. You should contact a magistrate or the district court at your place of residence, depending on the nature of the dispute.

Submission methods

In addition to understanding how to correctly draw up a statement, you need to know exactly where to complain, that is, to which authority to write a complaint on the body2.

The choice can be made from several options:

Involve your cellular operator.
Contact Roskomnadzor.
Submit an application to Rospotrebnadzor.
Contact the prosecutor's office.

The procedure for submitting to each authority is identical.

The least amount of hassles arise when deciding how a subscriber can contact the cellular company directly to solve the problem. Here you can use one of several methods:

To the campaign in writing

Many people follow the old well-known path - they draw up a written claim and send it to the address specified in the contract. The latter is signed by the subscriber when purchasing and registering a SIM card from the operator. A complaint book can also be used for written appeals.

Orally by phone

You can use the telephone to contact us. Dial 611. Before making a call, you should be prepared. Find the registration data that the operator will definitely request.

In addition to the three-digit number, you can call a toll-free number that is valid in the Russian Federation 8 800 555 06 11.

Online on the website

More advanced users prefer to use the Internet, an online program for requests. The cellular company has its own official website tele2.ru. The required section is called “Help and Support”.

By going to it, you can find a ready-made application form that needs to be filled out and sent to the operator. The response comes to the applicant’s email in his personal account.

In the communication salon

One of the easiest ways to file a claim is to visit a phone shop. Many people choose this path when they decide where it is easier for them to complain about their body2.

Two copies of the application are written. They must be received at the salon by a company representative. He certifies each document, putting a mark on it with the date of acceptance of the document and signature. The applicant receives back one certified document.

To Roskomnadzor

It happens that a subscriber, when asked how to find out if there is a bad connection in Tele2 and where to go if the company refuses to answer, is advised to contact higher authorities.

It happens that in order to resolve a problem with the Internet that arose in the work of Tele2 or other negative manifestations in cellular communications, a person needs to write a complaint or claim to Roskomnadzor. They use a registered message sent directly to the address of Roskomnadzor, to its email, or by creating a message on the page of the organization’s website.

To Rospotrebnadzor

You can also contact Rospotrebnadzor with a claim against the cellular company. Here you can choose one of the most suitable types of application:

You can go to the organization’s website on the Internet and leave an online request using a ready-made form. The application serves to send electronically all papers that represent the evidence base;
Similarly, you can use the organization’s email when sending an application using the evidence base;
You can send a registered letter to the organization's address. Use a paper version of the application;
You can also make a phone call. All necessary numbers are listed on the website.

To the prosecutor's office

In extreme situations, people are interested not only in how they can find out where their money was written off from Tele2, but also whether it is possible to influence the cellular company if violations are detected.

In this regard, it should be noted that if there is data proving that communications employees committed illegal actions or fraud, you can contact the prosecutor’s office. Facts of illegal debiting of money, non-repayment of the balance if the contract is terminated, and other illegal actions will be considered.

To the Consumer Rights Protection Department

In many cases, if, for example, there are frequent interruptions in communication, and subscribers cannot get an answer from the company, why they cannot quickly call the phone using a Tele2 SIM card, or are simply ignored, people have a natural desire to complain. However, not every person is able to independently think through and evaluate the situation in which he finds himself. Here he needs to mobilize his knowledge and efforts when he needs to ensure that the company bears responsibility for its mistakes. And many people even find it difficult to make a complaint correctly on their own.

In this situation, it is better to remember about the protection of consumer rights and seek help from an employee at the OPP. He will help with filling out the application, drawing up a complaint, clearly justifying all the negative aspects. Provides advice on how and in what cases complaints should be written, where and to whom to contact. Also, OPP employees can represent the interests of citizens in the proceedings of cases in government agencies if they have a formalized power of attorney.

How to file a complaint against Tele2?

The complaint is filed and considered in accordance with the requirements of Federal Law No. 59-FZ dated May 2, 2006 “On the procedure for considering appeals from citizens of the Russian Federation” (hereinafter referred to as the Law on Citizens’ Appeals). Thus, according to Article 7 of this law, a written appeal must contain:

the name of the government body to which the application is sent, or the full name and position of a specific official;
Full name of the applicant;
the postal address of the applicant where the response to the complaint will be sent, and in the case of an electronic appeal - the email address;
the essence of the complaint;
list of applications;
date and signature.

In addition, the complaint cannot contain obscene language, insults or threats, otherwise it may be left unanswered. In general, the appeal is drawn up in free form; there is no normatively approved template for complaints to public authorities.

In general, a complaint is written according to the same rules as a claim, but with some differences:

the header indicates the name of the government agency to which the appeal is sent;
the title of the document is “Complaint”;
the descriptive part also sets out the result of communication with the telecom operator;
instead of the demanding part, a petition part is drawn up, which sets out requests to the government body: to conduct an inspection, terminate the contract, restore rights, etc.

Sample complaint

Consultation on document preparation

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Mobile phones have become widespread and a huge number of people cannot imagine life without a phone.
Every day millions of calls are made, SMS are sent and the Internet is used. But everything would exist without mobile operators.

Cellular users place serious demands on operators; everyone wants to get the best quality for the least money.

The Tele 2 operator has become widespread over the past few years and has greatly pushed aside the leaders of the cellular communications market.

This fact suggests that the Tele 2 operator offers very advantageous offers on the market and guarantees high quality service.

But even market leaders have their shortcomings, so in this article we will consider all possible ways to influence the operator in the event that you have witnessed or been a victim of dishonest provision of communication services and disgusting service.

Grounds for filing a complaint

Any person using the services of this operator has the right to complain about Tele 2.

The breadth of the range of services provided entails a large number of claims against the operator, since each service must be provided in the best quality and have certain qualities.

But despite the wide range of services provided, the main number of complaints comes down to this list:

Quality of communication provided

The quality of communication is the main focus of the operator, and if any interruptions occur or there is no way to get through, then in this case you should definitely complain.

Imposition of services

Most operators have in their arsenal such a tool as imposing services. Constant SMS from the operator with a list of new services, activation of functions without the user’s knowledge.

If you notice that money has begun to disappear from your account for unknown reasons, or you have seen that services have been added to your tariff plan without your knowledge, then you have the right to file a claim and can count on compensation from the operator.

Write-off of funds

Financial transactions must be completely transparent. If money began to be debited from your mobile number without your knowledge, then you have the right to demand an explanation from the Tele 2 operator.

In this situation, it would be a good idea to request details of your mobile account and find out why the funds were debited.

Receipt of funds to your account with a noticeable delay may also be a reason to require an explanation.

Quality of service in communication shops

We witnessed the poor quality of service in the Tele 2 operator’s communication salon. Rudeness, deceit or provision of poor quality services is a valid reason for filing a complaint.

Spam sending

If the operator constantly sends you advertising messages, various unnecessary notifications, or frequently calls you, then this may be the cause of the claim.

Filing a claim to the Tele 2 organization

To solve any problem, the best option would be to contact the Tele2 organization itself. Most operator problems involve small errors, so in most cases the problem is resolved very quickly. To solve the problem, you need to contact support.

A complaint about poor service must be submitted to a claims specialist, who will be responsible for recording your complaint and resolving your grievances. If you encounter problems with the quality of communication, then the request should be sent to the support service, since it is this department that is responsible for solving technical problems.

The advantages of calling by phone include recording conversations.

Often users are faced with the fact that their applications are not reviewed orally by anyone. In such a situation, it is necessary to make a written complaint. These appeals have a specific form and consist of three parts:

Heading . Includes the name, address of the organization, full name and position of the head of the organization, full name of the applicant, his address and contact information;

Main part . Contains the essence of the claim, complaint, requirements for the Tele 2 operator and their justification;

Conclusion . Includes a list of documents attached to the application. Signature and date of application.

Contacting other organizations

If you are not satisfied with the response to your complaint to the Tele 2 operator or it was ignored, then you have the opportunity to draw up a statement and send it to other services. The complaint form will have a similar appearance; changes must be made only to the first part and the name of the organization to which the complaint is being submitted must be changed. Appeals can be sent to the following organizations:

Rospotrebnadzor . This service monitors compliance with the law “On the Protection of Consumer Rights” and is responsible for customer service in accordance with certain standards. Those. If you encounter dishonest service, you should contact this organization.

Roskomnadzor . If you are faced with poor communication quality, dropped calls or lack of Internet access for no apparent reason, then you need to contact this organization. You can also contact this structure if the Tele 2 operator refuses to service your phone number.

Prosecutor's office . Contacting the prosecutor's office is quite a rare occurrence and you should only contact them in a situation where you have become a victim of employees.

Federal Antimonopoly Service. You must contact this service if you have become a witness or victim of any fraudulent activity.

Filing a claim in court

The statement of claim to the court has a similar form to the complaint in. If your appeal concerns a financial issue and the cost of the claim exceeds fifty thousand rubles, then the application must be submitted to the arbitration court; in all other cases, the claim is filed to the magistrate court.

Sample

Download

Source: https://zhaloba.moscow/kuda-pozhalovatsya-na-tele2.html

Terms and procedure for considering a complaint

The procedure for considering complaints by public authorities is regulated by the above-mentioned Law on Citizens' Appeals, according to which a written complaint, regardless of the method of filing it, is considered within 30 days from the date of registration. In exceptional cases, this period may be extended by another 30 days with mandatory notification to the applicant.

If necessary, based on the facts specified in the complaint against Tele2, the government agency conducts an inspection, including a personal visit, requesting documents, etc. If a violation of the law is detected, an order is issued to eliminate the violations: to terminate contracts, return funds, stop using advertising materials, etc.