Nearly five thousand people receiving telephone advice, over four thousand applications for intervention, two and a half thousand mediations and fifteen hundred responses in individual cases - this is the scale of help that the Office of Electronic Communications provided to consumers during the first six months of 2012.
Usage of the increasingly richer and at the same time more complex telecommunications service offer provided by many operators may be connected with problems encountered by consumers. The problems are related, inter alia, to the irregularities in the provision of services by operators. The scale of these irregularities is still large, which is proven by the number of applications for intervention with service providers received by the Office of Electronic Communications.
In the first half of 2012 the Office received 4345 applications for intervention of the President of UKE. In each case, guided by the best interest of consumers, UKE applied to the service provider for explanations, while striving to settle the issue with a positive result for the consumer.
The number of intervention applications should be increased by 2408 applications for mediation which were also received by the Office in the first half of 2012, as well as approximately 1500 inquiries from consumers. Individual inquiries concerned the functioning of the market of telecommunications services, applicable law and other issues and problems that consumers encounter every day while using fixed-line and mobile telephony and Internet.
The Office of Electronic Communications, as a regulator of the telecommunications market, pays particular attention to the protection of consumer rights. Operations of the Office do not boil down solely to intervening with service providers and conducting mediation proceedings.
Important elements of the Office activities also include running the Consumer Information Centre and helpline for consumers operating at 801 900 853. Office helpline employees on duty answer consumers' questions in the field of telecommunications services, provide advice and resolve any doubts regarding consumer rights. In the first half of 2012, Office employees answered 4771 phone calls which lasted 12 068 minutes in total.
- Activities of the Office of Electronic Communications for the protection of consumer rights bring measurable and noticeable effects in the form of increased awareness of the rights of customers using telecommunications services- summarised Ms Magdalena Gaj, President of the Office for Electronic Communications. - More and more frequently, consumers seek to enforce their rights and ask for our intervention with an operator or submit applications for mediation.
Any irregularities on the part of service providers are examined in detail by UKE, not only in terms of the compliance with applicable law, but also in terms of providing consumers with services of the best quality.