{"id":7111,"date":"2021-08-10T09:01:02","date_gmt":"2021-08-10T09:01:02","guid":{"rendered":"http:\/\/site.akep.al\/users\/e-user\/"},"modified":"2021-11-05T16:13:03","modified_gmt":"2021-11-05T16:13:03","slug":"e-user","status":"publish","type":"page","link":"https:\/\/akep.al\/en\/users\/e-user\/","title":{"rendered":"E-user"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"7111\" class=\"elementor elementor-7111 elementor-2133\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-47b42d3 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"47b42d3\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-91a283c\" data-id=\"91a283c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-218ed9e elementor-widget elementor-widget-heading\" data-id=\"218ed9e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">E-user <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-80ec58b elementor-hidden-desktop elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"80ec58b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-dd3e348\" data-id=\"dd3e348\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-14414d3 elementor-widget elementor-widget-html\" data-id=\"14414d3\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div class=\"font-size-switcher\">\r\n\t<a class=\"font-size-link-small switch-small\" href=\"#!\">Aa<sup>-<\/sup><\/a>\r\n\t<a class=\"font-size-link-big switch-big\" href=\"#!\">Aa<sup>+<\/sup><\/a>\r\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3967d06 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3967d06\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-6788990\" data-id=\"6788990\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e177338 elementor-widget elementor-widget-html\" data-id=\"e177338\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<ul class=\"about-menu-sticky\">\r\n    <li>\r\n        <a href=\"#ankime\">\r\n           e-Complaints \r\n            <i aria-hidden=\"true\" class=\"fas fa-arrow-down\"><\/i>\r\n        <\/a>\r\n    <\/li>\r\n    <li>\r\n        <a href=\"#konsumatori\">\r\n            e-Consumer  <i aria-hidden=\"true\" class=\"fas fa-arrow-down\"><\/i>\r\n        <\/a>\r\n    <\/li>\r\n    <li>\r\n        <a href=\"https:\/\/e-albania.al\/\" target=\"_blank\">\r\n            e\u2013Albania <i aria-hidden=\"true\" class=\"fas fa-arrow-down\"><\/i>\r\n        <\/a>\r\n    <\/li>\r\n    <li>\r\n        <a href=\"http:\/\/www.portabiliteti.al\/index.aspx?where=Home\" target=\"_blank\">\r\n            e-Portability  <i aria-hidden=\"true\" class=\"fas fa-arrow-down\"><\/i>\r\n        <\/a>\r\n    <\/li>\r\n    \r\n<\/ul>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-47e5d83\" data-id=\"47e5d83\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-33dd871 elementor-widget elementor-widget-text-editor\" data-id=\"33dd871\" data-element_type=\"widget\" id=\"ankime\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h2 class=\"post-title\"><span style=\"color: #232253;\">E-Complaints<\/span><\/h2><p>How to submit a complaint about the performance of contractual obligations for electronic communications service provision?<\/p><p><span style=\"color: #232253;\"><strong>Stage one<\/strong><\/span>\u00a0\u2013 complaining\/requesting clarifications from the service provider over the phone\/at stores.<\/p><p>The subscription contract terms provide for complaint means and procedures, including customer support phone numbers, addresses, and contacts.<\/p><p>You are entitled to complain to or request clarifications from the service provider. If you are dissatisfied with the operator&#8217;s explanations by phone or other electronic means, you may submit a written complaint to the service provider.<\/p><p><span style=\"color: #232253;\"><strong>Stage two<\/strong><\/span>\u2013 complaints in writing<\/p><p>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.<\/p><p>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.<\/p><p>The service provider should deliver a written reply no later than 15 days from the complaint receipt.<\/p><p>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.<\/p><p><span style=\"color: #232253;\"><strong>Stage three<\/strong><\/span>\u00a0\u2013 dispute resolution at AKEP<\/p><p>If you disagree with the service provider\u2019s reply regarding the complaint, you may request AKEP\u2019s assistance in resolving the dispute within 15 days from the receipt of the written reply.<\/p><p>The request should be submitted in writing and include facts and evidence relevant to the issue.<\/p><p>The submission method of the written request is the \u201c<em>Form in accordance with Annex 1\u201d<\/em>, included in Regulation No.29, dated 29.05.2013 \u201cOn Resolving Disputes between Electronic Communications Subscribers and Undertakings\u201d, which can be found on the following link:<\/p><p>The request should be delivered by mail or in person to the following address:<\/p><p>Electronic and Postal Communications Authority<\/p><p>\u201cReshit \u00c7ollaku\u201d Street, Tirana, Albania<\/p><p>The following should be attached to the request:<\/p><ol><li>your identification details and address;<\/li><li>service provider\u2019s identification details;<\/li><li>subject of the dispute resolution request;<\/li><li>outlined claims and objections to the service provider\u2019s reply concerning the complaint.<\/li><\/ol><p>After the dispute resolution procedure conclusion, AKEP issues a written recommendation on dispute resolution.<\/p><p>Should the recommendation be rejected, each party may seek dispute resolution by the competent court.<\/p><p>___________________________________<\/p><p>The information on\u00a0<span style=\"color: #232253;\"><strong>the general conditions on electronic communications service provision<\/strong><\/span>is part of Regulation No.31, dated 26.12.2013 \u201cOn the General Terms of the Subscription Contract for Connecting to and Accessing the Public Electronic Communications Network\u201d, which can be found at the following link:\u00a0<\/p><p><a href=\"https:\/\/akep.al\/wp-content\/uploads\/2020\/09\/RREGULLORE_MBI_TERMAT_E_PERGJITHSHME_TE_KONTRATES_SE_PAJTIMIT.pdf\">RREGULLORE MBI TERMAT E PERGJITHSHME TE KONTRATES SE PAJTIMIT.pdf<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-30b6dcf elementor-widget elementor-widget-text-editor\" data-id=\"30b6dcf\" data-element_type=\"widget\" id=\"konsumatori\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"post-content\">\n<h2 class=\"post-title\"><span style=\"color: #232253;\">AKEP\u2019s role in user protection<\/span><\/h2>\n\n<span style=\"color: #232253;\"><strong>How does AKEP protect users&#8217; interests?<\/strong><\/span>\n\nAKEP fulfills its responsibility to protect users&#8217; interests by:\n<ol>\n \t<li>supervising, controlling, and monitoring the activity of electronic and postal communications undertakings<\/li>\n \t<li>resolving disputes between subscribers and electronic and postal communications undertakings<\/li>\n \t<li>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<\/li>\n \t<li>Intervening to regulate tariffs of:\n<ul>\n \t<li>services included in the universal service scheme, provided by the universal service provider;<\/li>\n \t<li>services provided by undertakings of significant power in the relevant electronic communications market<\/li>\n<\/ul>\n<\/li>\n \t<li>evaluating the template contract of undertakings involved in the electronic communications market<\/li>\n \t<li>organizing public consultations for regulatory documents regarding the electronic and postal communications market to receive user\u2019s opinions.<\/li>\n \t<li>granting equal access and selection options to users with disabilities<\/li>\n \t<li>ensuring the publication of transparent, comparable, and updated information on tariffs and compensation\/reimbursement policies.<\/li>\n \t<li>cooperating with consumer protection associations and units established at state institutions<\/li>\n<\/ol>\n<\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>E-user Aa&#8211; Aa+ e-Complaints e-Consumer e\u2013Albania e-Portability E-Complaints How to submit a complaint about the performance of contractual obligations for electronic communications service provision? Stage one\u00a0\u2013 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":7110,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-7111","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>E-user - AKEP<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/akep.al\/en\/users\/e-user\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"E-user - AKEP\" \/>\n<meta property=\"og:description\" content=\"E-user Aa&#8211; Aa+ e-Complaints e-Consumer e\u2013Albania e-Portability E-Complaints How to submit a complaint about the performance of contractual obligations for electronic communications service provision? 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