Roaming

General information

Through international roaming, a mobile communications service user may access such services while traveling internationally, enabling the user to make and receive calls, send and receive messages (SMS), send and receive other data (MMS and Internet), and access other service requirements by utilizing the mobile telephony network of one or more providers operating in the country where the user is located. International roaming enables you to use your portable computer when traveling abroad.

Roaming-related services, including the Internet access service, are typically more expensive. 

It is important that users are aware that they may have been charged for accessing their e-mails, navigating the Internet, and viewing and downloading files (images, music, videos, or movies). The size (in bytes) of such data and files is relevant to the billing conditions.

Border Roaming

Users of the national mobile network near border crossings may unintentionally use roaming when using their portable computers.

In such cases, users are charged roaming tariffs by the undertakings in their country, which are typically pricier than national ones, particularly for Internet access.

This roaming-related issue may result from different factors, including sporadic coverage service problems or momentary network gaps. However, it is impossible to prevent undesired roaming cases, which is why users should be informed about this issue and the relevant measures to avoid such events.

In order to avoid undesired roaming, users should contact their undertakings to learn whether the roaming service is enabled and what steps to take to permanently or temporarily disable it, or manually select the network of the national undertaking.

• Your needs for using the service are crucial in choosing the best-suited service, particularly in choosing whether the Internet access will be mobile or fixed. As a general rule, fixed access is faster and more reliable than the mobile one, and it also provides greater capacity for satisfactory content download. On the other hand, mobile access provides more flexibility, as it can be used at any time and place, thus meeting mobility needs;
• Your usage type: if you require unlimited traffic use of the service; if you intend to use the service only, or more often, during certain periods of the day or week; if you prefer to limit your service to a specific amount; if you wish to pay on a usage basis, etc.;
• Most suitable tariffs: most suitable tariff plans for service use at certain times during the day, week; most suitable tariffs for unlimited service use; minute packages with flexible usage terms, etc.;
• Expenses related to service use: all types of usage and maintenance tariffs, periodic lease fees, and data on discounts;
• Service coverage:whether the service is available in the areas you intend to use it; Internet access providers should provide information about service coverage and relevant referrals to obtain the latest information. Such information should be published and drafted in a clear and comprehensible manner, in writing, in the stores of the service provider and its agents and partners, as well as on their websites, and should be provided for free in all relevant stores.
• Quality levels in terms of the maximum and average Internet access speed: Any reference to quality levels should be accompanied by the explanation that the provided speed cannot be similar for all connections at all times and that the current speed depends on the network usage level and the relevant subscription service. The Internet provider can only state the maximum connection speed. This means that the advertised speed will only be reached under optimal conditions.
• Other quality levels offered by different service providers;
• Devices required for the service: You should learn about the device characteristics, considering your needs and service usage manner. Currently, the Internet access service is easily and readily available to the majority of the population. Regarding fixed access, it is sufficient to have a connected telephone line and the required modem. In the case of mobile Internet access, it is necessary to have a portable computer or a device with a wireless network card.

In general, Internet access undertakings are free to set and decide their tariffs.

In order to obtain information about tariffs, please bear in mind that:

Public electronic communications network and service undertakings are obligated to publish correct and detailed information about the tariffs and general conditions of public electronic communications service usage.

Such information is to be published through public information means. Undertakings should include tariff data in the subscription contract in order to inform service users about accessing updated information on all applicable tariffs.

Such information should enable you to check the billed amount.

Therefore, the subscription contract should include the following:

• Type and amount of tariffs applicable to service provision;
• Payment methods, or a notice that such information will be provided on the bill;
• Service installation or re-installation costs, if applicable;
• Minimum consumption levels (monthly or otherwise), if applicable;
• Maintenance expenses, if applicable;
• Device leasing expenses, if applicable;
• Main conditions of discount allocation, if applicable;
• Peak and off-peak periods, as applicable, and relevant tariffs during such periods;
• The location and manner in which the subscriber can obtain updated information about tariffs;
• Applicable service tariffs in force on the contract signing date attached as contract annex;

Information on service quality

The service quality, as well as the price, is a key element when consumers choose a service or service provider.
At the same time, service quality depends on the technical characteristics of the end device, the type of applied technology, and network elements.
In order to determine the offer that meets his/her expectations, the consumer should learn about the prices, as well as the current quality of the services.

Information to be included in the subscription contract

The contract should clearly state the service quality levels that the undertaking guarantees to deliver to the user, i.e., the minimum service quality levels that result in compensation or reimbursement if the appropriate quality is not met.
In addition to determining the maximum service provision time by the undertaking, which should be included in the contract, AKEP recommends that undertakings include certain quality indicators in the subscription contract. Moreover, it should be notified when the undertaking may decide whether or not to adopt such indicators:
See further: Information on service quality

Defects and technical assistance

Internet access service undertakings should ensure regular and uninterrupted service. They should also remedy any defects and maintain and repair the infrastructure (network, cables, radio-electrical devices, and fiber-optic devices) and telephone devices, infrastructure, and devices available to the undertaking or used to provide the service. Such obligations should be included in the subscription contracts. Internet access service undertakings are not responsible for repairing the defects of user devices.

In regards to the above, it is also recommended that contracts include:

The obligation of the undertaking to agree on the repair date and time with the user, whenever necessary to access the installation location; Information on the service for defect reporting and the conditions on its functioning (how to report defects, business hours, service contact costs, etc…); Minimum quality level provided and the conditions and time necessary to repair defects.
The maximum time for which, in case the defect is not repaired, the undertaking ensures to inform the user about the situation regarding the reported defect.

• Contracts should specify that the Service billing will be monthly, while subscribers should be entitled to check the bill and pay it partially as well; thus, partial bills should be available.
• In this context, AKEP recommends that the contract include the following:
• Detailed bill specifications when requested by the subscriber;
• Bill issuance method (electronically or physically);
• Payment term after bill delivery;
• Price (if applicable) of a certain bill;
• Options available to the subscriber regarding bill types, if applicable;
• Consequences of delayed bill payments.

Detailed bill

Internet access service subscribers have the right to receive a detailed bill as per their request. Please note that the conditions of providing a detailed bill and the detail level have been determined by the undertaking in accordance with the terms set forth under the subscription contracts.

The main condition for the Internet access service contract is to establish that the service should not be interrupted without prior notice, with the exception of unforeseeable events or due to force majeure.

In the case of unpaid bills, the contract should state that the subscriber is to be notified 10 days before contract suspension by providing the following details:

• Suspension reason;
• How to avoid suspension and restore service, if it was interrupted.

The undertaking may suspend the service only if the conditions on non-payment are met. Even in such a case, the subscriber has the right to make a partial payment and receive a payment receipt. The interruption, in this case, should be limited to unpaid services, except when it is technically impossible to separate services.

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
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 (hyperlink) which should be delivered by mail or in person to the following address:
Electronic and Postal Communications Authority
“Reshit Çollaku” Street
Tirana, Albania

or electronically through the online application: e-ankesa/[email protected]/ (hyperlink)

The following should be attached to the request:

a) your identification details and address;
b) service provider’s identification details and address;
c) subject of the dispute resolution request;
d) 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.