ANCOM draws attention again on the fact that a contract for telephone, internet or television services can be modified both upon the user's request and at the operator's initiative. A user can request the modification of the tariff plan or of other clauses according to the specific contract provisions, by direct negotiation with the provider. If the operator intends to unilaterally change clauses in the contract (services offered, tariffs, charging method, etc.), it has the obligation to inform its subscribers on the content of the changes, by means of a notification, at least 30 days prior to the entry into force of the respective changes. During this period, if they do not agree with the changes, subscribers may terminate the contract without paying any compensation.

How can the providers send notifications?

A provider’s notification on the intention to unilaterally modify the contract must be sent by one of the following means:

·        e-mail

·        SMS

·        the user’s customer account on the operator’s website; in this case, the notification will be accompanied by an SMS and/or an e-mail warning the user on the transmission of the notification

·        fax

·        letter

The means of communication chosen for sending the notification must ensure the full transmission of its text, without referring to other information sources.

About what, how and where you can complain

If your provider modifies the contract without a prior notification, or it fails to inform you on the possibility to terminate the contract without having to any compensation, ANCOM can take measures. Complaints may be sent by the means provided in the section Complain to ANCOM!

ANCOM InfoCentre

Further details on the contracts concluded with the operators and on the information they have the obligation to publish on their websites are available on ANCOM’s InfoCentre, here.