The Communications Commission has taken a highly important decision to protect the  interests of consumers. New rules designed to improve consumer protection were adopted to allow all subscribers to receive high-quality and safe communications services. New regulations afford consumers the complete freedom to choose from whom to purchase telecommunication devices at favourable prices and terms. The company will be unable to refuse, unless it will not be possible to connect the device to the network for objective reasons.

According to the new rules,  information to be provided by  the company = to subscribers with regards to service charges has been prescribed in detail. This willensure that customers are well aware what they are being charged for. Further companies are  also obliged to inform subscribers about any changes to the terms of service one month in advance, instead of 10 working days. As a result, subscribers will have enough time to switch providers if the new terms are unacceptable for them.

New rules ensure that consumers have access to critical information, which has become particularly important during the pandemic. Internet service providers must use the list provided by the Commission to provide consumers with access to websites containing critical information during emergencies, even when internet services are switched off. Furthermore, as a result of amendments, consumers will be able to conclude subscription agreements with providers without  a visit to the office, which provides subscribers with additional comfort.

New regulations also afford consumers the right to request termination of the contract at any time, regardless of the term of the contract with the service providerif they are not satisfied with the service. To this end, maximum validity period offixed-term agreements s will be defined. Furthermore, service providers must allow consumers rsto sign a 12 months subscription agreement.

With regards to initial connection, service providers with the appropriate technical resources must connect subscribers to the network within 20 working days from the application, or within the time period agreed with the customer. If the company does not have the technical resources to accommodate the new subscriber, it must inform the applicant within 10 working days.

Another challenging issue that has been resolved by new regulations is the activation of additional services without the customer’s consent. This has been the source of numerous customer complaints in recent months. New rules ensure that companies will be unable to activate any paid packages without the request of the customer.

New regulations establish transparent procedures for the company to register and deal with complaints. This will significantly increase responsibility and accountability to the customers.

New rules also ensure that the company provides disabled persons with access to information through means such as text messaging, USSD, displaying service terms on the website, online support, hotline, or other means determined by the service provider. 

In accordance withnew rules, companies must inform subscribers about the roaming service charges prior to their arrival abroad. Based on the changes, companies must agree on a mandatory financial limit with the customers. When the limit is reached, customers will stop receiving the service, but will not be charged further. Thus, subscribers will have the mechanism to control and avoid additional service charges. A similar mechanism will be available to them for the mobile phone and internet services. Service providers must inform subscribers when the service limit, balance or validity period is about to expire. New regulations also outline the rules for companies to charge customers for roaming services. Based on the changes, subscribers must be charged specifically for the service provided.

To improve the existing regulations for the provision of electronic communication services and consumer rights protection, the Communications Commission spent several months working on the aforementioned amendments with the involvement of European experts and operators, taking into account EU practices and recommendations. New rules will come into effect in January 2022. The Commission will continue working with telecom operators to further improve consumer rights protection.