Rostelecom is a sought-after organization that provides connection services in homes and apartments for home telephone, Internet or television. The offices of this institution are located in different cities of the country, so its clients are residents of various regions. Citizens often face disrespectful attitude from the employees of the organization, inflated prices and poor quality of services. Initially, in such events, a claim should be made to Rostelecom, and if the management of this institution does not take any action, then complaints can be sent to various government agencies.
Reasons for filing a claim
Claims against Rostelecom can be made by citizens for various reasons. The most common complaints are formed for the following reasons:
- poor quality of the Internet provided, such as low speed or regular network outages;
- poor quality home phone service;
- TV work with constant failures;
- overpricedfor different services;
- unauthorized connection by Rostelecom employees 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;
- rude attitude from company employees;
- lack of response to applications left due to interruptions in the work of television, the Internet or home phone;
- refusal to disconnect from the Network after leaving the application by the client.
In the above situations, people can leave a complaint, expecting a positive response from the management of the organization. A claim can be submitted to Rostelecom in printed or handwritten form. Additionally, you can make an electronic appeal, which is considered within a short period of time.
Drawing up an electronic complaint
You can make a claim to Rostelecom in different ways, but the most relevant for this is to use a special electronic form. To do this, just 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 "Feedback".
- You need to click on it, as a result of which a new page with a claim form opens.
- Enter information about the complainant and the identified issue in this form.
- If any important information is missing, the staff of the institution may refuse tohandling such a complaint.
- Gives the reason for the application, and sets out various facts related to poor quality services, poor service or other problems.
- After filling in all the fields, a request is sent for consideration by the institution's specialists.
Such an application is not considered an official complaint, as it is presented only as an ordinary 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, to which an official response will be given, then it should be drawn up 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 complete this process in the following ways:
- personal visit to the department of the institution with two copies of the claim;
- sending a complaint by mail, but for this you need to use registered mail and acknowledgment of receipt.
Each option has its own characteristics, and most often people prefer to contact Rostelecom branches on their own.
How do I personally report a complaint to a supervisor?
Initially, you need to take the Rostelecom claim form, which is freely available at the department of the institution. Additionally, such a complaint can be made in any form. Furtherthe following actions are performed:
- selecting a suitable department of the institution;
- the work schedule of this organization is being specified;
- you need to come to the office and wait your turn;
- an application is being prepared based on the sample;
- complaint is forwarded to a Rostelecom employee or direct manager of the organization;
- you need to have two copies with you, since one document is transferred to a specialist, and the second is marked with acceptance.
Practice shows that Rostelecom employees promptly respond to official complaints, so they contact the applicant within a few days. By law, a response to a claim in Rostelecom is given within 30 days. The procedure is performed in writing, so the answer is sent to the address of the client's residence.
A sample claim to Rostelecom can be viewed below.
Service Complaint
There are no standards by which to base a poor quality of service claim. 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:
- provides information about the direct organization to which this application is sent;
- subscriber information;
- correctly describes the problem that arose in the process of customer service by company employees;
- lists customer requirements that are usually associated withelimination of the identified problem;
- date and signature.
It is advisable to additionally leave links to regulations governing the interaction of citizens with different companies providing relevant services.
What to do if the terms of the agreement are changed unilaterally?
Rostelecom's 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 the citizen has to use the new tariff at an inflated price.
Under such conditions, a claim is initially submitted to Rostelecom for recalculation. If the specialists of the organization do not respond to this complaint, then they will have to apply to various government agencies.
Such complaints are considered by representatives of the Federal Antimonopoly Service and Rospotrebnadzor.
Rules for making an application
A claim to Rostelecom for imposed services, disgusting service or recalculation is made according to one algorithm. Only the reasons for its formation change. The complaint must be properly formulated in order to receive a timely and detailed response. Therefore, it must include information about the organization that violated the terms of the contract. Identified violations and client requirements are clearly stated.
If a person canto prove their case with the help of specific documents, then they must be attached to the claim to Rostelecom.
How can I find out about the decision?
Complaints to Rostelecom should be considered within a maximum of 30 days, but in practice such applications are registered for quite a long time. If an 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 of consideration the claim is.
The response to the complaint is sent to the email address specified in the application. If a document was sent to Rostelecom by mail or by personally transferring the document to an employee of this institution, then the answer comes in writing to the address of the applicant's residence.
It is advisable to indicate the citizen's phone number when making a claim. In this case, the employees of the organization will send an SMS message containing information that the application has been answered.
Below is a sample claim to Rostelecom. Subscribers often have problems with the Internet, and they are also upset by additional paid services.
What to do 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. It is quite easy to figure out on your own how to write a claim to Rostelecom correctly. This document may require correction of violations. For example, if a person was forcibly and unilaterally transferredto a more expensive fare, then you can demand the cancellation of such a decision.
But if Rostelecom does not respond to the claim, then you will have to seek help from various government agencies. These include the FAS, the prosecutor's office or Rospotrebnadzor.
If Rostelecom equipment does not work, then you must first call an employee of this institution to check the operability of the equipment. If the reason is mishandling, then the citizen will have to pay for the repairs themselves.
Appeal to the FAS
If Rostelecom's tariffs change unilaterally, then this is a violation of the client's rights, so he can ask for help from representatives of various government agencies. Initially, it is recommended to make a claim addressed 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 doing business violates the requirements of the law, then it is checked by FAS employees.
Therefore, any client of Rostelecom has the right to seek help from this state body. You can use different methods to do this:
- visit FAS offices located in different major cities;
- mailing a complaint with acknowledgment of receipt;
- drawing up an application in electronic form on the official website of the organization.
In the text of thisThe appeal must necessarily indicate the name of the provider, the services provided by him, as well as the identified violations. Most often, people turn to the FAS if tariffs are changed illegally, fees are increased, or other similar actions are performed by employees of Rostelecom. The requirements are an unscheduled inspection of this organization.
The full name must be written in the application. and address of the applicant. Additionally, contact details are indicated, with the help of which representatives of the FAS can contact the client of Rostelecom. All violations must be confirmed by official documents, therefore, account statements, screenshots of a personal account and a copy of the agreement drawn up with Rostelecom are attached to the application.
Such appeals from citizens are considered within 30 days. This period can be extended up to 60 days if any problems or obstacles for FAS employees are identified.
Sending a complaint to Roskomnadzor
Another organization that receives complaints about Rostelecom is Roskomnadzor. This state body considers applications in which there are indications of really gross violations of the rights of clients. Since a person pays for the services of a provider, he can expect to receive quality service. Often the equipment of Rostelecom is inoperative or broken, but at the same time, employees of this institution require customers to pay for repairs.
If really serious violations are detected, you can draw upapplication to Roskomnadzor. Rules for this process:
- You can write a claim in different ways, and if the applicant lives in the capital, he can send the document in writing to Roskomnadzor employees.
- Additionally, you can write a complaint on the website of the institution.
- Such applications are considered within a maximum of 30 days.
Based on a claim correctly drawn up and supported by official documents, a provider check is mandatory. If any significant violations or problems are indeed identified, then the company is held accountable. Additionally, it eliminates all violations that were discovered by the applicant.
Getting help from Rospotrebnadzor
Often, Rostelecom deliberately or accidentally overstates the cost of services provided. As a result, customers are charged a significant amount that is inconsistent with the terms of the contract. Therefore, people make a claim to Rostelecom for recalculation. If the management of the organization does not respond to such requests, then people can turn to Rospotrebnadzor for help.
This government agency specializes in consumer protection. Applications can be submitted in writing or electronically. The contact details of the applicant must be provided in the document so that he can receive a response from the employees of the state institution. Anonymous appeals are not considered, therefore, the full name must be indicated. and residential address of the applicant.
The application can be submitted in person or sent by mail. But the most popular and easiest way is to compose an electronic appeal on the website of Rospotrebnadzor. The maximum time for consideration of such applications is 30 days, but practice shows that the specialists of this institution prefer to respond quickly to complaints.
Appeal to the prosecutor's office
If Rostelecom violates the provisions of the contract and the rights of citizens, then people can even turn to the prosecutor's office for help. Employees of this state institution help people defend their rights if they are infringed by various commercial organizations.
You can take a sample application from the prosecutor's office. It must include the following data:
- Information about the applicant, provided by his full name, passport details, place of residence and telephone number.
- It is indicated exactly what fraudulent and illegal actions were committed by employees of Rostelecom;
- describes in detail the situation that arose, on the basis of which the person was forced to apply to the prosecutor's office;
- requirements of a citizen are given, which may include unscheduled inspections, recalculation of fees or debt collection;
- Additionally, a request to initiate a criminal case under Article 159 of the Criminal Code may act as a requirement.
Other documents, audio recordings, videos or other evidence of the applicant's rightness must be attached to this appeal. Additionally, the size is prescribedharm.
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.
Guidelines for filing complaints
To protect their rights, anyone can make appeals to various government agencies. Initially, it is recommended to file a complaint directly with the head of Rostelecom, but if the problem cannot be resolved peacefully, then you will have to use the help of various state bodies. They must be accompanied by an official appeal, to which other documents are attached, proving the correctness of the Rostelecom subscriber.
When drafting any appeal, some recommendations should be taken into account:
- Before making any complaint, you should make sure that Rostelecom employees really violate the provisions of the agreement signed with the client.
- It is obligatory to indicate in the complaint which clauses of the agreement were violated;
- If the organization violates the requirements of the law by its actions, then links to the relevant regulations are left.
- Foul language should not be used, as such statements are not considered,
- All facts stated in the claim must be supported by official documents, audio recordings or other evidence.
- Complaints to various government agencies should be filed as soon asa negative response was received to the claim sent to Rostelecom.
- It is advisable to use samples when compiling an appeal in order to maintain a convenient and understandable structure.
- It is important to make sure that the application reaches the addressee.
You don't need to pay any state duty to make applications. But usually the prosecutor's office and some other state institutions require proof that the citizen tried to solve the problem in a peaceful way. Therefore, a claim is initially made to Rostelecom about debt or other problems, and only if there is no response, complaints are filed with other institutions.
Additionally, people can file a lawsuit. Under such conditions, you can not only defend your rights, but even recover moral damages from the company.
Conclusion
Rostelecom is a well-known and popular provider, but quite often people experience negative emotions from cooperation. This is due to the fact that employees of the organization violate their rights, provide poor-quality services or are completely rude to customers. Therefore, people can defend their rights by filing a claim.
Initially, it is advisable to send a complaint to the direct manager of Rostelecom, but if this does not give the desired result, then it is advisable to contact various government agencies for support.
