How to submit a complaint about the performance of contractual obligations for electronic communications service provision?

Stage one – complaining/requesting clarifications from the service provider over the phone/at stores.

The subscription contract terms provide for complaint means and procedures, including customer support phone numbers, addresses, and contacts.

You are entitled to complain to or request clarifications from the service provider. If you are dissatisfied with the operator’s explanations by phone or other electronic means, you may submit a written complaint to the service provider.

Stage two– complaints in writing

You should submit a complaint in writing to the Internet service provider within 15 days from: receipt of the bill for the service provided if the complaint pertains to the billed amount for the service provided; or from the service provision, if the complaint pertains to the quality of the service provided.

Upon complaint receipt, the Internet Service Provider should verify the billed amount and the quality of provided services and, after such verification, should either confirm or correct any issues.

The service provider should deliver a written reply no later than 15 days from the complaint receipt.

If you disagree with the written reply of the service provider, you may initiate a dispute resolution procedure with AKEP or take the case to court.

Stage three – dispute resolution at AKEP

If you disagree with the service provider’s reply regarding the complaint, you may request AKEP’s assistance in resolving the dispute within 15 days from the receipt of the written reply.

The request should be submitted in writing and include facts and evidence relevant to the issue.

The submission method of the written request is the “Form in accordance with Annex 1”, included in Regulation No.29, dated 29.05.2013 “On Resolving Disputes between Electronic Communications Subscribers and Undertakings”, which can be found on the following link:

The request should be delivered by mail or in person to the following address:

Electronic and Postal Communications Authority

“Reshit Çollaku” Street, Tirana, Albania

The following should be attached to the request:

  1. your identification details and address;
  2. service provider’s identification details;
  3. subject of the dispute resolution request;
  4. outlined claims and objections to the service provider’s reply concerning the complaint.

After the dispute resolution procedure conclusion, AKEP issues a written recommendation on dispute resolution.

Should the recommendation be rejected, each party may seek dispute resolution by the competent court.


The information on the general conditions on electronic communications service provisionis part of Regulation No.31, dated 26.12.2013 “On the General Terms of the Subscription Contract for Connecting to and Accessing the Public Electronic Communications Network”, which can be found at the following link: 


AKEP’s role in user protection

How does AKEP protect users’ interests? AKEP fulfills its responsibility to protect users’ interests by:
  1. supervising, controlling, and monitoring the activity of electronic and postal communications undertakings
  2. resolving disputes between subscribers and electronic and postal communications undertakings
  3. promoting efficient competition for providing electronic and postal communications services in order to enable all user categories, including users with disabilities, to obtain maximum benefits in terms of price and quality
  4. Intervening to regulate tariffs of:
    • services included in the universal service scheme, provided by the universal service provider;
    • services provided by undertakings of significant power in the relevant electronic communications market
  5. evaluating the template contract of undertakings involved in the electronic communications market
  6. organizing public consultations for regulatory documents regarding the electronic and postal communications market to receive user’s opinions.
  7. granting equal access and selection options to users with disabilities
  8. ensuring the publication of transparent, comparable, and updated information on tariffs and compensation/reimbursement policies.
  9. cooperating with consumer protection associations and units established at state institutions