Telecoms operators' customer service
There are no exact provisions on arranging customer service. Instead, operators are largely responsible for determining and pricing the services they provide.
Operators' websites are a good source of help when you have problems with their services. Websites provide information on:
- contract terms and conditions
- instructions and settings for starting to use various services.
Most websites include a section of frequently asked questions that will give you answers and solutions to the most common questions and problems. Some websites also include a discussion forum where you can ask for help for your problems.
Many mobile operators also offer their customers an online self-service option. You can log in to the self-service section with a user name and a password provided by the operator. On the self-service website, you can usually:
- order and terminate various additional services;
- change your subscription type;
- keep an eye on your bills;
- browse call itemisations.
E-mail and web forms are good means of contact if you cannot find a solution to your problem from the website and getting a reply is not urgent. Most operators’ websites include an estimate on how quickly they reply to e-mail and other contacts under normal conditions.
Obligatory information on web forms usually includes details that the operator needs to be able to answer the question.
If you contact the operator by e-mail, describe the problem in as much detail as you can. If your question concerns a specific subscription or service, please also remember to include your contact details.
In urgent situations, the best way to get help is to call your operator's customer service number. In addition to ordinary customer service, many operators have a help desk for technical issues and a separate number for fault reports.
Check the customer and advisory service numbers and call charges from your own operator. If the customer service number is subject to a charge, queuing usually also costs as much as a regular phone call.
There are no provisions defining how quickly operators' customer and advisory services have to respond to customer queries. How busy the services are depends on the operator, the day or the time of the day. Telephone service hours also vary from operator to operator.
FICORA obliges operators to publish the average response times of their customer and advisory services four times a year.