Let's use services consciously - UKE

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Let's use services consciously

Centrum Informacji Konsumenckiej UKE
- Since we all are consumers, I would like to remind about the standards of providing telecommunications services to make everyone of us was aware of her/his rights when choosing and using telecommunications services. The care for consumer rights in legal relations with telecommunications undertakings is one of my priorities - emphasises Magdalena Gaj, the President of UKE.


Consumers who are telecommunications services recipients often complain that telecommunications operators do not execute agreements in the right way, e.g. they calculate charges according to a wrong price list, there are service interruptions, or provisions of the regulations and contracts are contrary to the law. Each year a couple thousand requests for intervention or mediation are submitted to the Office. The proceedings conducted by the President of UKE prove that the consumers' objections are often justified. Lately almost 80 percent of intervention cases and over 60 percent of mediation cases have been concluded in favour of consumer. Only in 2015 over PLN 1.6 million was recovered to the benefit of consumers.

In case of non compliance by the operators with the binding legal regulations concerning the provision of telecommunication services to the subscribers, the President of UKE may impose financial penalties. In the recent years, penalties were imposed for failure to comply with obligations towards consumers, i.a. two penalties imposed on Telekomunikacja dla Domu, PTS S.A. and TelePolska Sp. z o.o.

- In my opinion, proper protection of consumers has to be based on two pillars - the first is the timely and reliable carrying out of proceedings connected with customer complaints by the Office. The second is to constantly raise consumer awareness as regards their rights which they should enforce when concluding and executing any transaction or contract - adds the President of UKE.

We would like to bring to your attention one of the many - Guidebook for Consumers - telecommunications services. This guidebook informs what needs to be known when concluding contract for the provision of telecommunications services. By far the majority of us use mobile phone or Internet every day. From this publication we may learn what are the consumer rights, and at the same time obligations, towards telecommunications services provider.  

We would also like to remind you about UKE's Consumer Information Centre (CIK) where, at the telephone numbers 801 900 853 or 22 534 91 74, consumers are provided with information and legal advice by UKE experts free of charge. Contact with the Centre is usually the first step of a consumer who, after his/her complaint is resolved, does not know what further actions and steps he/she may take and what are his/her rights. There is also a special website www.cik.uke.gov.pl dedicated to consumers, which contains important information about i.a. consumer rights, amended or new legal regulations and ways of resolving disputes with telecommunications services providers. What is more, there is a tab on the UKE website where the most important guidebooks are available.

We are all consumers! Let's be aware of our rights as consumers and use telecommunications services without any worries.

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    The President of the Office of Electronic Communications (President of UKE) is the national regulatory authority for the market of telecommunications and postal services. The President of UKE is also the specialised authority in the area of equipment conformity assessment, including telecommunications terminal equipment and radio equipment.

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    Here you can find information about the most import ant international events, significant for the development of telecommunications and postal markets In Poland and for the statutory activity of the Office of Electronic Communications.
    International activity of the President of UKE consists of, inter alia, cooperation with the European Commission, other EU institutions and Regulatory Authorities of EU Member State. It includes also the cooperation within organizations of which UKE is a member, i.e. the International Telecommunications Union (ITU), the Body for European Regulators of Electronic Communications (BEREC) and the European Committee for Postal Regulation (CERP).

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