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Consumer enquiries and customer protection regulations in the telecommunications sector Implementation

As a customer of an Internet, mobile or landline provider, you can obtain information about your rights from the Federal Network Agency and submit inquiries and complaints.

Your responsible authority

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  • Forms

    Form: Contact form Inquiries and complaints in the field of telecommunications

    Online procedure possible: yes

    Written form required: no

    Personal appearance required: no


  • Detailed description

    The Federal Network Agency has the task of ensuring that telecommunications companies comply with the regulations on customer protection laid down in the Telecommunications Act (TKG).

    If you have a concern about your Internet, mobile or landline connection, you can contact the Federal Network Agency. The Federal Network Agency

    • informs you about your rights as a customer and
    • supports you in certain individual cases in clarifying your concerns with telecommunications companies.

    To do this, you can submit a complaint or an inquiry to the Federal Network Agency. The Federal Network Agency will then examine your request.

    The Federal Network Agency can support you, for example,

    • in the event of problems in the context of a change of provider, such as an interrupted supply, or
    • in case of problems with a relocation of your connection or
    • in matters relating to the universal service of telecommunications services. The universal service includes that you are entitled to a landline.

    In certain cases, the Federal Network Agency can also clarify questions in connection with your contract, for example regarding contract transparency, the contents of an invoice or an itemised bill.

  • Requirements
    • You are a customer of a telecommunications company and

    • Your concern concerns

      • Regulations for customer protection of the Telecommunications Act (TKG) or
      • universal service of telecommunications services, or
      • other European Union rules on roaming, European international calls and SMS or net neutrality.
    • in the event of a change of provider: Your supply has been interrupted unintentionally or an interruption threatens for more than one day.

  • Documents

    Depending on the circumstances, for example:

    • Contract and applicable General Terms and Conditions (GTC) of the Provider
    • Confirmation of order
    • Order for the relocation of your telecommunications connection
    • Order for number porting
    • Letter of termination or confirmation of termination
    • Test and measurement protocols of your broadband measurement
    • disputed invoices and itemised bills

    Further information on the required documents can be found in the contact forms.

  • Fees

    The procedure is free of charge.

  • Process

    You can submit inquiries or complaints online, electronically or in writing. Please use the online contact form.

    To submit your request or complaint online:

    • On the website of the Federal Network Agency, select the topic that suits your request.

    • Fill out the contact form completely:

      • Please enter your e-mail address. Information about your request can be sent to this e-mail address.
      • Attach relevant documents, such as your letters with the providers. If possible, please summarize them in a PDF file.
      • Give us your consent to forward your request to affected companies for a purposeful clarification of the facts.
    • The Federal Network Agency examines whether there are possibilities for intervention or support

    • If so, the Federal Network Agency usually addresses the facts to the companies involved.

    • You will receive an answer from the Federal Network Agency to your inquiry or complaint, usually by e-mail or by post.

    If you wish to submit your request or complaint by De-Mail, e-mail or by post:

    • Please use the PDF form provided for this purpose and fill it out. Note: The additional explanations from the online contact form are not available to you
    • Send your request or complaint to the addresses of the Federal Network Agency.
    • The further procedural steps are the same as for the online procedure.
  • Duration

    In the event of a supply interruption in the course of a change of provider, the Federal Network Agency will examine your request within a short period of time, usually within 3 to 5 working days.

    For other requests, the processing time can be 2 to 6 weeks, depending on the subject area.

    The Federal Network Agency assumes that you have already reported your request to your telecommunications provider so that they can investigate the matter as quickly as possible.

  • Deadline

    There is no deadline for submitting inquiries or complaints.

    For billing questions, please note the complaint period of 8 weeks stated in your invoice. For reasons of proof, it is advisable to send complaints to the provider by registered mail.

  • Legal basis
  • More information
  • Approved

    Federal Ministry for Economic Affairs and Energy

  • Approved date
    27.04.2020