The Communications Regulatory Authority (ANCOM) received and resolved 3,835 complaints from users of electronic communications and postal services in Romania last year, of which 70% concerned the electronic communications sector and 24% the postal sector.

Vodafone, the most advertised provider of electronic communication services

In the field of electronic communication services, 70% of all complaints related to services provided by operators.

The main complaints related to issues related to contractual relations with providers, in particular termination of contracts (18% of complaints related to electronic communication services), unilateral change of contracts (12%), invoicing for electronic communication services ( 11%), fulfillment of distance contracts (11%) or degree of coverage by voice and Internet services (9%).

17% of complaints in the field of electronic communication services related to the process of porting phone numbers, while 8% related to roaming services, with an emphasis on conditions of use in the European Economic Area (roaming like home).

The data shows that Vodafone Romania was the most frequently complained provider, with 32%, followed by Orange Romania – 20%, RCS&RDS – 11%, Telekom Romania Mobile Communications – 11% and Orange Communications (formerly Telekom Fix) – 7%.

Fan Courier – the most complaints about courier and postal services

In the postal and courier services market, 24% of all complaints related to postal services, the main problems were non-delivery of postal items (24% of all complaints about postal services), damage to postal items (18%), delivery time (16%) and their loss or theft (13%).

Depending on the number of postal service complaints submitted to ANCOM, the most complained about providers were Fan Courier (30%), Cargus (23%), Dynamic Parcel Distribution (18%) and Poșta Română (6%).

6% of the complaints received by ANKOM related to other topics, including radio equipment, the regime of infrastructure networks and the procedure for the allocation of frequencies for radio broadcasting.

Resolving complaints: what problems can ANCOM solve

ANKOM has powers in cases where providers of electronic communications violate users’ rights to information.

Consumers can file complaints when electronic communications providers do not provide a number porting service (or do not comply with the legislation in this area), do not comply with the rules related to the provision of roaming services, do not include certain information in contracts or do not comply with the terms of the Viddal contracts.

Non-compliance/non-performance of contracts by the provider of electronic communication services may be sanctioned by the National Authority for the Protection of Consumer Rights (ANPC) in the case of users who are natural persons (consumers).

At the same time, users (individuals or legal entities) can apply to competent courts.

In the case of postal services, in case of non-compliance with the delivery date, users can refer to the ANPC, which has the legal authority to impose sanctions on suppliers for non-compliance with the contract/General terms and conditions of postal services.

In the event of loss, theft, destruction (total or partial) or damage to the shipped product, users who have not received a response from the supplier within a maximum of 3 months or are not satisfied with the response can contact ANCOM by providing evidence of completion of the previous complaint procedure by following the steps described here.

However, ANCOM cannot determine the amount of compensation, nor oblige the supplier to pay it, such powers belong to the courts.

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