Last year, Romanians filed more than 3,200 complaints about postal and electronic communication services, which is 350 more than in 2021, and the most complained about were Vodafone Romania – in the field of electronic communications – and Fan Curier – in postal services. .

The Communications Regulatory Authority (ANCOM) announced on Friday that it received and resolved 3,236 complaints from users of postal and electronic communications services last year.

This number is up from 2021, when there were 2,886 complaints.

TOP-3 operators with the largest number of complaints in the telecommunications sector: Vodafone, Orange, RCS&RDS

72% of the total number of complaints received by the authority this year related to electronic communication services, the main complaints related to aspects related to contractual relations with providers of electronic communication services.

Users reported problems related to termination of contracts (19% of complaints regarding electronic communication services), fulfillment of distance contracts (15%), pricing of telephone/Internet services (13%) and their quality (11%).

In 14% of the received petitions related to electronic communication services, problems were reported during the process of porting telephone numbers.

9% of requests related to the roaming service, in particular regarding the conditions of using this service in the European Economic Area (“Roaming like at home”).

Most of the complaints concern services provided by:

• Vodafone Romania – 26%
• Orange Romania – 20%
• RCS&RDS – 14%
• Orange Romania Communications – 12%
• Telekom Romania Mobile Communications – 12%.

For comparison, in 2021the most complaints in the field of electronic communications concerned: Vodafone Romania with a share of 18%, Telekom Romania Communications – 14%, Orange Romania – 15%, RCS&RDS – 11% and Telekom Romania Mobile Communications – 9%.

Top 3 postal operators with the largest number of complaints: Fan Curier, Cargus and DPD

Of the total number of complaints registered in ANKOM last year, 21% related to the provision of postal services.

The most common problems reported by users of postal services were damage to mail (21% of all complaints about postal services), non-delivery of mail (15%), delivery time (13%) and loss or theft (12%).

Due to the restrictions imposed in recent years due to the pandemic, which have greatly expanded the use of online trading services, the parcel delivery service has gained more and more momentum.

The providers with the most complaints to ANCOM were Fan Courier (24% of all postal service complaints), Cargus (18%), Dynamic Parcel Distribution (17%) and Nemo (13%).

How many complaints were there about the Romanian post office in 2022

HotNews.ro asked ANCOM for information on the number of complaints to the Post Office in 2022.

Figures provided by officials show that last year, Romanians submitted 68 complaints to ANCOM about Romanian postal services, representing 10% of the total number of 679 complaints in the field of postal services.

For comparison, in 2021 Post of Romania took 2nd place. The most complained about postal service providers in 2021 were Fan Courier (31% of all complaints about postal services), National Company of Romanian Post (22%), Dynamic Parcel Distribution (10%) and Urgent cargo (7%).

A possible explanation for why the Post Office lost the complaint list last year could be that the national postal operator has too little market share in the parcel and small package delivery segment, a segment that generates more than 80% of the postal market’s revenue.

How ANCOM resolves complaints

In most cases, the specific situations complained about by ANCOM are addressed by the suppliers as part of the petition review process, given the fact that in a competitive market, they have a direct interest in resolving any issues reported by their own customers.

In cases of detection of violations of the legislation in the field of electronic communications, the resolution of the messages received by ANKOM is carried out by sending the complainant a response informing him of the sanctions and prescribed remedial measures.

On the other hand, if no such violation is found, ANCOM forwards the message to the competent authority for resolution (usually the National Consumer Protection Authority) or informs the petitioner of proposals for alternative ways of resolving complaints.

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