If you are not satisfied with the use of our Services, you may file a complaint. The complaint may concern in particular: our failure to meet the time limit for the conclusion of Telecommunication Contract, our failure to meet the time limit for the commencement of the provision of Services, non-performance or improper performance of the Services, incorrect calculation of your invoice. The complaint can be submitted:
in writing – in person in one of our offices or by mail,
verbally – by phone or in person during your visit in one of our offices,
in electronic form via electronic means of communication – by e-mail at firstname.lastname@example.org.
The complaint should contain:
your name and surname or in case of companies: name and address of residence or registered office;
description of the subject of the complaint and the period you complain of;
circumstances justifying the complaint;
number given to you by us in the Contract or the address of the network ending;
time limit for the conclusion of Telecommunication Contract or time limit for the commencement of the provision of Services, if your complaint concerns these issues;
amount of compensation or other receivables you request from us (if you do not specify such amount, but the right to compensation or reimbursement and their amounts do not raise any doubts, we will consider your complaint as if the amount was specified);
bank account number or address appropriate for payment of compensation or other payment, or a request for crediting the compensation or other payment towards your future payments;
your signature, if you decided to submit the complaint in writing.
If your complaint does not contain the above elements and these elements are deemed necessary to examine your complaint in a proper manner, we will inform you immediately about the need to supplement it. If, within the prescribed period (at least 7 days) you do not supplement the complaint, we will not examine your complaint.
You can file a complaint within 12 months from the last day of the billing period in which the interruption in the provision our Services has ceased, or from the date when, in your opinion, the Services were improperly performed or were to be performed, or from the date of delivery of the invoice containing the incorrect calculation.
Please note that if you miss the above-mentioned deadline, your complaint will be left unrecognized. In case such event occurs, we will notify you immediately that we cannot take your complaint into consideration.
If you decide to file a complaint, we shall confirm to you that it was received by us and then proceed to examine it. Please note that in case you file a complaint:
in person at our office, verbally or in writing, our employee will immediately confirm its receipt.
by telephone, by regular mail or in electronic form via electronic means of communication, we will confirm its receipt within 14 days from the date you filed it. In the confirmation referred to above, you will be informed about the name, address and telephone number of the office handling the complaint. We provide for that we will not confirm separately the receipt of complaints sent by regular mail, made by phone or in electronic form, if we respond to the complaint within 14 days from the date of its receipt.
We will have 30 days to consider the complaint counting from the day we received it. If, after this period, you do not receive any response from us, then your complaint is deemed admitted in accordance with your request.
Our response to the complaint shall include:
the name of our office that handled your complaint;
information about the day on which you filed the complaint;
the decision on whether we refuse or admit a claim you made in the complaint;
in the case of awarding damages or refunding another amount – the amount and date of its payment or return or the amount of compensation or other payment that will be counted toward future payments as per your request.
information about your right to pursue claims in court;
data identifying our authorized employee that decided your complaint, i.e. her/his name, surname and position at our company.
If we refuse to admit your complaint in whole or in part, our response will additionally:
contain factual and legal justification;
be delivered to you by registered mail – in the case when we respond to the complaint in writing.
Correspondence regarding the complaint will be carried out in writing, unless in the Telecommunication Contract or in a separate statement you consent that we deliver to you all correspondence via your e-mail address or via another means of electronic communication.
In situation when complaint is submitted in electronic form via electronic means of communication, correspondence regarding such complaint will be carried out also in electronic form with use of electronic mail address indicated by you or with use of other indicated electronic means of communication. In situation when you do not indicate proper e-mail address or other electronic means of communication, correspondence regarding complaint will be delivered at the e-mail address or other electronic means of communication that you used to file the complaint.
If our response to your complaint has not been delivered, we will immediately send it to you again, but only upon your request.
In the event we refuse to admit your complaint in whole or in part, we will deliver, upon your request, our response by registered mail, regardless of the form in which the response to the complaint was originally sent.
Requests referred to in point 9 and 10 above should be made in one of the forms indicated in point 1 of this procedure.
We inform you that you have possibility to resolute civil-law dispute with us by way of out-of-court consumer dispute resolution proceedings. Such proceedings are conducted by the President of the UKE (Office of Electronic Communications) in accordance with Article 109 of Telecommunication Law. If you need more information, you can receive them from here.