New settings provided the code of conduct for the provision of electronic communications services to consumers, which was recently put up for public consultation by the National Telecommunications and Post Commission (EETT).
Εin particular, for the conclusion of a new contract, if it is carried out remotely, it is provided that the consumer has the right to withdraw unjustifiably within 14 calendar days upon receipt of the documents, unless he has expressly agreed to lose the right of withdrawal upon activation of the contract.
It is also provided that the provider must inform the consumer clearly and in a way that can not be disputed, at the time of concluding the contract, for the maximum time required to activate the connection of the service.
Also, the consumer has the right to request the termination of its contractual relationship with the provider, after both parties first fulfill their obligations under the law and the contract. This can happen at any time, even before the service is activated or made available to the consumer. However, there are certain conditions in the case of services through full or virtual unbundled access to the local loop (note: the cable that reaches the house from the local urban center of OTE), if the consumer wishes the termination of the contract, before launch of the service.
In this case, the provider shall inform the consumer within one working day of submission of the complaint termination of the contract, if the local loop is already constructed. In this case the maintenance of the local loop and the subscriber subscriber number is possible only if it is addressed to another provider, otherwise it will lose the local loop and its subscriber number.
Her new code of conduct EETT clarifies that the start of the service charge explicitly begins with its activation and the beginning of its distribution to the consumer.
Regarding the management of consumer complaints, the provider should seek to resolve them at the first contact of the consumer, where possible. According to the code of conduct under consultation, the provider must implement and comply with the obligations arising from it.
Otherwise, the EETT will be able to file sanctions.
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