31.01.2024

The National Authority for Management and Regulation in Communications (ANCOM) received and solved 3,835 complaints from users of electronic communications services and postal services in 2023, of which 70% concerned the electronic communications sector and 24% the postal services sector.

Electronic communications services

Most of the complaints, 70% within the total, concerned the electronic communications services provided by the operators. The main aspects users complained about reffered to the contractual relationship with the providers, including the termination of contracts (18% of the complaints regarding electronic communcations services), the unilateral modification of contracts (12%), the billing of electronic communications services (11%), the execution of distance contracts (11%) or the coverage of voice and internet services (9%).

17% of the complaints regarding electronic communications services concerned the process of  telephone number porting , while 8% concerned the roaming service, especially the usage terms of this service in the European Economic Area (Roam like at home).

ANCOM data show that Vodafone Romania was the most frequently reported provider, 32%, followed by Orange Romania – 20%, RCS&RDS – 11%, Telekom Romania Mobile Communications  - 11% and Orange Communications S.A. – 7%.

Postal services

Out of the total number of complaints, 24% concerned the provision of postal services, the main problems reported relating to the non-delivery of postal items (24% of all complaints regarding postal services), the delivery time (16%) and loss or theft of postal items (13%).

By the number of complaints concerning the postal services sector submitted to ANCOM, the providers most frequently referred to were Fan Courier (30%), Cargus (23%), Dynamic Parcel Distribution (18%) and Romanian Post (6%).

Other issues complained about

6% of the complaints received by ANCOM concerned aspects regarding radio equipment, the regime of infrastructure networks or the procedure for awarding frequency usage rights.

Complaint resolution

ANCOM has competences in cases in which the electronic communications providers violate the information rights of the users. The end-users can complain when the electronic communications providers do not offer the number portability service (or do not comply with the legislation in this field), do not comply with the regulations related to the provision of roaming services, do not include certain information in the contract or do not comply with the conditions for concluding distance contracts.

The non-observance/non-execution of contracts by electronic communications services providers may be sanctioned by the National Authority for Consumer Protection (ANPC) if the end-users are natural persons (consumers). Furthermore, the end-users (natural or legal persons) can address the competent courts.

Regarding the postal services, in case of non-observance of the delivery term, the users can turn to ANPC, which has the legal competence to sanction the providers for non-compliance with the contract/General Conditions regarding the provision of postal services. In case of loss, theft, (total or partial) deterioration or damage of the postal item, users who have not received a response from the provider within 3 months or are dissatisfied with the response, can contact ANCOM, presenting the proof of fulfilling the procedure of the prior complaint, following the steps described here. However, ANCOM cannot determine the amount of compensation or oblige the provider to pay damage compensation, such powers lying with the competent courts.

More details are available on the ANCOM Info Center.

Satisfaction survey

ANCOM launched a satisfaction survey to asses the satisfaction of end-users of communication services (electronic communications services and postal services) in relation to its activity, in order to better understand the needs and the expectations of users and to ensure an adequate information regarding the communication market. The opinion poll can be completed no later than 29 February 2024 here.