Rostelecom is a sought-after organization that provides connection services in homes and apartments of a home telephone, Internet or television. The offices of this institution are located in different cities of the country, so its customers are residents of various regions. Citizens often face disrespect from the organizationās employees, overpriced prices and poor quality of services. Initially, in such events, a complaint should be made to Rostelecom, and if the management of this institution does not take any action, then complaints can be sent to different state bodies.
Reasons for making a claim
Claims to Rostelecom may be made by citizens for various reasons. Most often complaints are formed for the following reasons:
- poor quality of the Internet provided, for example, low speed or regular network outages;
- poor quality home telephone service;
- television operation with constant failures;
- inflated prices for various services;
- unauthorized connection by employees of Rostelecom of various additional and paid services;
- changing the terms of the contract unilaterally, which usually leads to an increase in the cost of the services provided;
- boorish attitude on the part of company employees;
- lack of response to applications left due to interruptions in the operation of television, the Internet or a home telephone;
- refusal to disconnect from the network after the customer left the application.
In the above situations, people can leave a complaint, expecting that there will be a positive reaction from the management of the organization. A complaint to Rostelecom can be filed in print or in manuscript. Additionally, you can make an electronic appeal, which is considered in a short period of time.
Drawing up an electronic complaint
You can make a complaint to Rostelecom in a different way, but itās most important to use a special electronic form. To do this, it is enough to follow simple steps:
- Initially, you need to go to the official website of Rostelecom.
- At the bottom of the main page there is an item called āFeedbackā.
- You need to click on it, as a result of which a new page opens with the claim form.
- Information about the applicant and the identified problem are entered into this form.
- If any important information is missing, then the institution may refuse to consider such a complaint.
- The reason for making the statement is given, and various facts related to poor-quality services, poor service or other problems are stated.
- After filling in all the fields, a request is sent for consideration to specialists of the institution.
Such an application is not considered an official complaint, since it is presented only by a regular request, on the basis of which the client of the institution asks for help from Rostelecom employees. But in this way, each person can express their negative emotions regarding the services provided and the service.
How can I file a complaint?
If a person wants to write a claim, which will be given an official response, then it should be compiled in a standard way. The document is generated in the name of the head of this organization.
How to file a claim with Rostelecom? You can perform this process in the following ways:
- personal visit to the office of the institution with two copies of the claim;
- sending a complaint by mail, but for this you need to use a registered letter and a notification of delivery.
Each option has its own characteristics, and most often people prefer to contact Rostelecom branches on their own.
How to personally submit a complaint to a manager?
Initially, you need to take the claim form āRostelecomā, which is freely available in the office of the institution. Additionally, such a complaint can be made in any form. The following actions are performed:
- a suitable department of the institution is selected;
- the schedule of work of this organization is being specified;
- you need to come to the department and wait for your turn;
- an application is prepared on the basis of the sample;
- the complaint is handed over to the employee of Rostelecom or the direct manager of the organization;
- you need to have two copies with you, as one document is handed over to the specialist, and the second one is marked with acceptance.
Practice shows that employees of Rostelecom promptly respond to official complaints, therefore they contact the applicant within a few days. By law, a response to a complaint to Rostelecom is given within 30 days. The procedure is carried out in writing, so the response is sent to the address of the client.
A sample claim with Rostelecom can be studied below.
Service Complaint
There are no standards on the basis of which it is necessary to make a claim for poor quality of service. Therefore, many people use an arbitrary form. In order for such a claim to be officially considered by Rostelecom, several rules should be taken into account:
- data is provided on the direct organization to which this application is sent;
- information about the subscriber is indicated;
- competently describes the problem that arose in the process of customer service by company employees;
- customer requirements that are usually associated with the elimination of the identified problem are given;
- date and signature are put.
It is advisable to additionally leave links to regulations governing the interaction of citizens with different companies that provide related services.
What to do if the terms of the agreement are changed unilaterally?
Rostelecom tariffs change quite often, but customers of this organization do not always perceive innovations positively. Therefore, often the specialists of the institution unilaterally change the provisions of the agreement drawn up with the client. This is a significant violation of the law, as it leads to the fact that a citizen has to use the new tariff at an inflated price.
Under such conditions, a claim is first filed with Rostelecom for recalculation. If the organizationās specialists do not respond to this complaint, you will have to apply to various state bodies.
Such complaints are considered by representatives of the Federal Antimonopoly Service and Rospotrebnadzor.
Application Rules
The claim to Rostelecom for imposed services, disgusting services or recalculation is made according to one algorithm. Only the reasons for its formation change. The complaint must be correctly formulated in order to receive a timely and detailed answer. Therefore, it necessarily includes information about the organization that violated the terms of the contract. Clearly identified violations and customer requirements.
If a person can prove his case with the help of specific documents, then they are necessarily attached to the claim in Rostelecom.
How to find out about the solution?
Complaints to Rostelecom should be considered within a maximum of 30 days, but in practice, such applications are recorded for a rather long time. If the application is submitted in electronic form, then a specific number is assigned to it. Using this number, you can ask the operator of the organization at what stage the complaint is being considered.
The response to the complaint arrives at the email address indicated in the application. If a document was sent to Rostelecom by mail or by personal transfer of the document to an employee of this institution, the answer will be sent in writing to the applicantās address.
It is advisable to indicate the citizen's phone number during the preparation of the claim. In this case, the organizationās employees will send an SMS message containing information that a response has been given to the application.
The following is a sample claim with Rostelecom. Subscribers often have problems with the Internet, and they are also frustrated by additional paid services.
What if there is no answer?
People using the services of this organization often face various problems and violations on the part of the company's employees. Itās easy enough to figure out on your own how to properly write a complaint to Rostelecom. This document may require you to resolve the violation. For example, if a person was forcibly and unilaterally transferred to a more expensive tariff, then you can request the cancellation of such a decision.
But if Rostelecom does not respond to the claim, then you will have to seek help from various state bodies. These include the Federal Antimonopoly Service, the prosecutor's office or the Federal Service for Supervision of Consumer Rights Protection and Human Welfare.
If the equipment of Rostelecom does not work, then first you need to call an employee of this institution to check the operability of the equipment. If the reason is improper handling, then the citizen will have to pay for repairs himself.
Appeal to the FAS
If Rostelecomās tariffs are unilaterally changed, then this is a violation of the clientās rights, so he may ask for help from representatives of various government bodies. Initially, it is recommended to make a complaint to the head of the organization. If the answer is negative or completely absent, then it is advisable to contact the Federal Antimonopoly Service.
This organization specializes in protecting competition in Russia. If any commercial company in the process of conducting business violates the requirements of the law, then it is checked by the FAS employees.
Therefore, any client of Rostelecom has the right to seek help from this government agency. There are several ways to do this:
- visiting FAS branches located in various large cities;
- sending a complaint by mail with a receipt of receipt;
- preparation of an application in electronic form on the official website of the organization.
In the text of this appeal, the name of the provider, the services rendered by it, as well as the violations detected are certainly indicated. Most often people turn to the Federal Antimonopoly Service if tariffs are changed illegally, fees are increased or other similar actions are taken by Rostelecom employees. The requirements are unscheduled verification of the organization.
Be sure to state the name of the application in the application. and the address of the applicant. Additionally, contact details are indicated with which FAS representatives can contact a Rostelecom client. All violations must be confirmed by official documents, therefore account statements, personal account screenshots and a copy of the contract drawn up with Rostelecom are attached to the application.
Such appeals from citizens within 30 days are considered. It is allowed to extend this period to 60 days if any problems or obstacles for FAS employees are identified.
Complaint to Roskomnadzor
Another organization that accepts complaints against Rostelecom is Roskomnadzor. This government agency considers applications that indicate really gross violations of clients' rights. Since a person pays for the services of a provider, he can expect to receive quality service. Often the equipment of Rostelecom is broken or broken, but at the same time, employees of this institution require customers to pay for repairs.
If you really identify serious violations, you can make a statement to Roskomnadzor. Rules for performing this process:
- You can write a claim in various ways, and if the applicant lives in the capital, he can transfer the document in writing to the Roskomnadzor staff.
- Additionally, you can write a complaint on the institutionās website.
- Such applications are considered for a maximum of 30 days.
On the basis of a claim drawn up correctly and supported by official documents, verification of the provider is mandatory. If any significant violations or problems are really detected, the company will be held liable. Additionally, it eliminates all violations that were discovered by the applicant.
Getting help from Rospotrebnadzor
Often, Rostelecom intentionally or accidentally overstates the cost of the services provided. As a result, a significant amount is charged from customers that does not comply with the provisions of the contract. Therefore, people make a claim to Rostelecom for recalculation. If the management of the organization does not respond to such appeals, then people can ask for help from Rospotrebnadzor.
This government agency specializes in consumer protection. You can apply in writing or electronically. Be sure to include contact details of the applicant in the document so that he can receive a response from employees of a state institution. Anonymous appeals are not considered, therefore, the full name must be indicated. and the address of the applicant.
The application can be sent in person or sent by mail. But the most popular and easiest way is to compile an electronic appeal on the Rospotrebnadzor website. A maximum of 30 days is spent on the consideration of such applications, but practice shows that the specialists of this institution prefer to respond quickly to complaints.
Appeal to the prosecutor
If Rostelecom violates the provisions of the contract and the rights of citizens, then people can even ask the prosecutor for help. Employees of this government agency help people assert their rights if they are infringed by various commercial organizations.
You can take a sample application from the prosecutor. It necessarily includes the following data:
- Information about the applicant submitted by his full name, passport details, place of registration and telephone.
- It is indicated exactly what fraudulent and illegal actions were committed by Rostelecom employees;
- the situation that arises is described in detail, on the basis of which a person was forced to turn to the prosecutor's office;
- the citizen's requirements are presented, which may consist of unscheduled inspections, recalculation of fees or debt collection;
- in addition, a request may be made to institute criminal proceedings under article 159 of the Criminal Code.
Other documents, audio recordings, videos or other evidence of the applicantās rightness are certainly attached to this appeal. Additionally, the amount of harm caused is prescribed.
A complaint to the prosecutor's office can be brought in person or made in electronic form, for which the official website of this state body is used. Such applications are considered within 30 days.
Complaints Recommendations
To protect their rights, any person can make appeals to various state institutions. Initially, it is recommended that you file a complaint directly with the head of Rostelecom, but if you canāt solve the problem peacefully, you will have to use the help of various government agencies. An official appeal must be submitted to them, to which other documents are attached proving the correctness of the Rostelecom subscriber.
When drawing up any appeal, some recommendations should be taken into account:
- Before drawing up any complaint, you should make sure that Rostelecom employees are really violating the provisions of the contract signed with the client.
- The complaint must indicate which points of the agreement were violated;
- If at all the organization violates the requirements of the legislation by its actions, then links to the relevant regulatory acts are left.
- You should not use foul language, since such statements are left without consideration,
- All facts stated in the claim must be confirmed by official documents, audio recordings or other evidence.
- Complaints to various state bodies should be made immediately after a negative response has been received to the claim sent to Rostelecom.
- It is advisable to use samples during the preparation of the appeal in order to maintain a convenient and understandable structure.
- It is important to make sure that the application reaches the addressee.
For the preparation of appeals is not required to pay any state duty. , . Ā«Ā» , .
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Conclusion
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