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Published: 09/06/2018
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If the quality of service for Rostelecom subscribers does not meet the requirements, it is possible to contact higher organizations with a complaint.
- Recommendations for filing a complaint
- Where to complain Contact the Rostelecom website
- Contact by phone
Grounds for filing a complaint
PJSC ROSTELECOM is a provider of telecommunications services. Regardless of the specific direction (telephone, Internet or television) problems arise, the subscriber, if necessary, can file a complaint.
User rights must be defended if:
- The signal quality is not satisfactory, there is no Internet connection, the phone does not pick up, etc.;
- The operator did not warn about changes in the cost of consumed services;
- There have been complaints regarding the transfer of funds or an error has been detected when writing off money, and the provider, in turn, does not want to understand the reasons;
- The company prevents termination of the contract;
- The subscriber is forced to make payments not provided for in the contract;
- An employee of ROSTELECOM PJSC was rude or provided false information;
- The company does not want to solve the problem and is delaying the response to the application.
The situations may be different, but what they have in common is that in each specific case violations were identified.
Where to complain first?
First of all, you need to draw up an appeal to management; these are the requirements of the legislation of the Russian Federation. If you are denied a solution to the problem, you can send a complaint to government authorities.
You can submit a claim to the provider of digital services and services of ROSTELECOM PJSC using one of the following methods:
- Using the services of Russian Post. To do this, it is necessary to state the essence of the problem on paper and send it by registered mail (with notification) to the address of the branch of the corresponding district. The list of contacts is posted on the Internet provider’s website;
- Take it to a point of sale. In this case, it is recommended to make a complaint in two copies. The first one must be handed to a company representative, and the second one must be asked to sign;
- Send by email. Go to the user’s personal account or using the “Feedback” section located at the bottom of the site, tell about what happened;
- Call the hotline. You can make a call 24 hours a day. Having contacted the operator of ROSTELECOM PJSC, you need to convey to him the details of the problem, leave your own contact information, phone number and contract number. When applying remotely, a company employee must introduce himself and provide the application number.
Attention! In order to receive a response to a submitted complaint, you must follow the rules for drawing up the document and leave only truthful information about yourself.
Situations when you can complain
In practice, many consumers do not dare to file a claim with Rostelecom for recalculation of their personal account. Such a passive position only plays into the hands of the operator and does not in any way contribute to improving the quality of the services they provide. Every citizen should know how to protect their rights and when they have a real opportunity to do so.
Situations in which you can complain:
- Providing low quality IPTV (a claim for television is submitted to Rostelecom).
- Systematic failures in the provision of services, for example, the network constantly freezes or is often unavailable.
- Complaint to Rostelecom about the Internet, the speed of which is significantly lower than stated in the contract.
- When contacting technical support, company employees provided incorrect information and did not help the client.
- The payment for the connected tariff has unreasonably increased.
To effectively resolve your issue, the letter of claim must be correctly and competently drawn up.
Timeframe for consideration of an appeal by the company
A response to the received request must be received no later than 30 days. The procedure is regulated by Federal Law No. 59 “On the procedure for considering appeals from citizens of the Russian Federation.”
Please note that the user may receive a solution to his question later if the answer comes to him by mail.
If there is no response from ROSTELECOM PJSC, the complaint should be sent to the addressee again. If the problem is not resolved, it is recommended to contact higher authorities.
Filing a claim online
The most convenient way to file a complaint is to send an email, the registration form for which can be found in the “Feedback” section, it is located at the bottom of the main website owned by PJSC ROSTELECOM.
The procedure for contacting user support is as follows:
- Enter personal data and fill out contacts.
- Specify the subject of the appeal.
- Make a choice of service.
- Describe the problem.
- Attach files if necessary.
If the text of the appeal contains more than two thousand characters, it should be sent as an attachment, following the form provided for this.
RAA Law
The reason for writing a complaint to the mobile operator was due to SMS spam attacks in the last month and a half. When opened, a paid subscription is activated. What is characterized as fraudulent actions. We talked about how mobile operators deceive subscribers in the last article, where you can read my review of Rostelecom and other mobile operators.
- Help desk for fixed communications, including radio and television broadcasting: 11801 or 88003001801
- Customer support service for Internet and Utel TV services 11803 or 88003001803
- Information about the status of your personal account 88003000102
- Balance from phone *105#
Where to complain if nothing helps?
Large, processes a large number of requests, not all of them are satisfied. Some remain unanswered, others receive a refusal decision.
If the decision on the complaint is unfair or the organization ignored the complaint twice, regulatory authorities need to be involved.
Roskomnadzor
Roskomnadzor considers requests regarding the activities of communications companies and the quality of the services they provide. If you are not satisfied with the operator’s work, you need to report this to the department.
You can write to Roskomnadzor about a violation in the most convenient way:
- Using the Internet, send a complaint to the electronic reception. When registering, you must double-check the authenticity of the information provided;
- Send by Russian Post to the management address in a specific region;
- Give it personally to a Roskomnadzor employee;
- Use a fax.
Rospotrebnadzor
Rospotrebnadzor ensures that consumer rights are not violated and deals with problems of contractual relations. You can complain to the specified authority if the service was not fully provided, there was a refusal to consider a previously submitted request, or false information was provided.
For your information! The Federal Service for Supervision of Consumer Rights Protection and Human Welfare does not take part in resolving financial disputes; other departments have been created for this purpose. In this case, Rospotrebnadzor can document the violation and send the information to the prosecutor’s office.
You can submit information about a violation to Rospotrebnadzor:
- Via Russian Post. The addressee should be the control located at the location and place where the problem occurred;
- Using the electronic reception. It is necessary to file a complaint in compliance with all requirements posted on the main page of the department;
- Submit in person. You must visit the facility during reception hours. You can check the work schedule on the official website of Rospotrebnadzor.
When sending a letter by mail, it is recommended to give preference to a registered letter with notification and a description of the attachment. In this case, the receipt for payment for the service cannot be thrown away.
An appeal for the online reception must be written, taking into account that its size cannot exceed two thousand characters.
If you plan to file a complaint against ROSTELECOM PJSC during a personal visit, you need to make sure that the document is submitted in two copies. One will remain under consideration, the second is needed so that a mark of acceptance is made on it.
FAS
The Federal Antimonopoly Service investigates if violations of advertising and antimonopoly legislation are identified. The agency will intervene if the Internet provider uses unfair methods of competition (bypassing the law, forcing users to connect), speculating on shares and prices. Another reason to write a statement to the FAS is the disclosure of PJSC ROSTELECOM of personal data of its clients.
The procedure for contacting the Federal Antimonopoly Service is presented on the agency’s website.
There are several ways to report injustice to the FAS:
- Send a letter to management in your region;
- File a complaint using the government services website;
- Come and report the violation in person.
Prosecutor's office
You can involve the prosecutor's office if money is involved in the case. The government agency helps solve problems related to fraud, extortion, hidden fees, and theft of funds from the account. The prosecutor’s office can also be involved if a person’s personal rights are violated: pressure or psychological violence is applied, or company representatives make threats against the subscriber.
Important! The prosecutor's office can help when all other authorities have refused to consider the complaint due to lack of authority.
The application to the prosecutor's office against ROSTELECOM PJSC must be drawn up correctly. It can be sent by mail or delivered in person. Contacts and operating hours of the supervisory authority are posted on the website of the Prosecutor General's Office. There is also an electronic reception, using it you can send a complaint to any local department.
Court
If you have reached the court, then it is worth noting that this authority no longer accepts complaints, but statements of claim. It is easier to win a case by proving gross violations with a lawyer. In addition, the specialist will evaluate the feasibility of the application. To begin a trial, you need to collect evidence of the offense.
Conflicts regarding the payment of money can be resolved in the courtroom. True, it is necessary to resort to this option for solving the problem only if other methods of restoring justice do not work, and other authorities are powerless. Thus, you indicate that you showed a desire to resolve everything peacefully, but did not respond to your appeals and to the demands of other departments.
How to file a complaint?
There is no specific form for the complaint, but there are requirements for the document. If you adhere to them, the likelihood that the case will be considered will be much higher.
- Anonymity in this case is unacceptable. A popular Internet provider has the right to reject a complaint if the subscriber wishes to remain anonymous.
- Contact information must contain complete and accurate information. You must also indicate your preferred method of feedback.
- Explaining the essence of what is happening requires abandoning emotions. The complaint will not go through if the text of the document contains obscene language.
- When reporting an offense, please describe what happened in as much detail as possible. Refer to existing laws and concluded agreements.
- Be sure to provide proof that you were treated poorly. Remember, all materials must be obtained legally. If you intend to conduct audio or video recording when communicating with an employee of ROSTELECOM PJSC, be sure to warn the person about this.
- Don't forget to include in the document information regarding who the letter is addressed to. As a rule, this is the director of the regional representative office of PJSC ROSTELECOM, or the general director of the company. Detailed information can be obtained from the staff.
- Be sure to include a list of attached papers in the document.
- Make it a rule to file your complaint in duplicate. Save all information about the forwarding/transfer of the appeal.
- When submitting a complaint to the regulatory authorities, please note that you need to retain information that ROSTELECOM PJSC ignored the appeal.
Sample
An example of filing a complaint can be found below:
If a conflict situation arises with PJSC ROSTELECOM, the first thing to do is try to reach an agreement with the service provider itself.
The complaint is written quite simply, but it should be remembered that the appeal can be considered by different departments. File a claim in court only if other departments have ignored or made an unfair decision on your issue.
Example of an application for recalculation in Moscow
Rostelecom employees have developed a universal application with which you can recalculate. You can submit it either in person at the office or electronically. It is worth noting that in some cities the provider accepts applications in free form. However, the document must contain the following information:
- Client's full name;
- His registered address;
- Address of use of services;
- Details of the client’s identity document;
- Account number;
- Contract details;
- Subscriber's electronic number;
- The period of use of services for which the recalculation applies;
- Reason for recalculation (can be either standard or non-standard);
- Date, signature;
- Additional contact information.
You can download a ready-made sample application for Moscow residents to your computer. To do this, it is recommended to follow the following link: https://www.onlime.ru/docs/10_Application for recalculation.docx .
Rostelecom in different cities allows applications in free form. The main thing is that it contains the information described above.
