Rostelecom email for clients: feature overview

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Published: 09/06/2018

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If the quality of service for Rostelecom subscribers does not meet the requirements, it is possible to contact higher organizations with a complaint.

• Recommendations for filing a complaint
• Where to complain Contact the Rostelecom website
• Contact by phone

Complaint to Rostelecom Central Office

Filing a complaint to Rospotrebnadzor

Going to court

Claim consideration period

What is the basis for a complaint?

In fact, complaints from users of any company come quite often. A complaint against Rostelecom can be filed if the client is dissatisfied with:

• quality of service provision (the network signal disappears, the TV stops showing, line breaks occur);
• unscrupulous work of support service representatives: they refuse to fix problems, delay restoration work, impose unnecessary services, carry out unscheduled work, etc.;
• an unjustifiably high unilateral increase in tariff costs.

Here is a clear example when Rostelecom considers a complaint justified.

Where to complain about Rostelecom and how to do it correctly

This is what happened in April 2020 and how the story continued. So that someone does not think that the story is made up, I am publishing everything in full without changes, indicating all the data. Strictly speaking, I have nothing special to hide! I would like to share my experience. I am amazed by the boorish attitude towards clients of the management of OJSC Rostelecom. I am publishing my open letter to the company management. After the events described below, the contract with me for using the Internet was terminated by Rostelecom orally and unilaterally. Moreover, I had to go to the local branch of Khimki PJSC Rostelecom on the street. Proletarskaya, 23 and write an application for the transfer of funds from a blocked personal account via the Internet to a personal phone account, which was considered for a whole month after which the money was creakingly transferred. And this is how the continuation turned out! On September 3, 2017, I paid my landline phone bill for 360 rubles. After which the latter stopped working. I called the Rostelecom operator's support service, they generated a request with number No. 121896655 with my complaint about a non-working phone. The operator was also informed by the fact that for about a month I have not been able to log into my personal account to track my account status. To which the girl replied to me that since I am currently buying Internet not from them, but from another provider, therefore I cannot get into my personal account. Nice application!? It shows the level of information proficiency very well. I understand, of course, that I’m just an operator, but I’ve never heard that, IT TURNS OUT, CERTAIN SITES (BY WHOM AND WHAT SITES? THESE, I MUST NOTE, ARE NOT PROHIBITED SITES!) CAN ONLY BE ACCESSED FROM CERTAIN (WHOM?) OPERATORS AND INTERNET PROVIDERS . Further more. They call back again from Rostelecom and ask what kind of device I have. After the woman on the other end of the line heard that I had a cordless phone, she immediately began to warn me that it was illegal, which is why my phone didn’t work (before the breakdown, it worked for many years with a cordless phone). IN ADDITION, THE GIRL HIGHLY ADVISED ME TO CHANGE IT FOR A DEVICE WITH A COIL! XXI CENTURY, GENTLEMEN OF THE JUROR! “THE ICE HAS BROKEN”... Right now I’m sitting and waiting from 16.00 to 18.00 for a technician who won’t figure it out, but, as the operator said: “He’ll plug in the wires directly, and then everything will work for you, because.” Your telephone line is perfect!” In July 2017, the price for using services for using a landline phone increased from 344 rubles to 360, receipts have not been received for more than a year, but SMS messages are received with threats that if we do not pay an additional 15 rubles, then the connection will be disconnected, AND CONNECTIONS SO NO!!! Everything has been paid extra, overpaid, the phone was working a few days ago, so payment has nothing to do with it, especially since the operator confirmed the passage (TIME PASSAGE!) of the payment! In general, Rostelecom is trying its best not to negotiate with clients, but to fight with them with all its might! And now is not the middle of the 20th century, and not even its end. Everyone has mobile phones, Skype, a bunch of free WhatsApp and Vibers to boot! In this regard, I consider the increase in prices for services not only unreasonable when the quality of service is deteriorating, but also provocative. Yes, God bless him, we are ready to pay, if only there was a CONNECTION!!! Rostelecom management is forcing people to simply give up their landline phone. And for some reason it seems to me that the loss will be small. We just got used to it the old fashioned way, we still can’t turn it off by inertia! Yes, and it’s kind of a pity! Nostalgia. For so many years they stood in line to get connected and ran to call their neighbors... And yet they met, agreed, did not get lost, found each other at that time without mobile phones. But this, as Leonid Kanevsky says, “is a completely different story”! Sincerely.

To the management of OJSC Rostelecom

I ask you to take measures to resume the uninterrupted provision of Home Internet and Interactive TV services in the amount corresponding to the Agreement for the provision of paid communication services for dedicated access to the Internet using ADSL technology under the Domolink trademark, issued by the main cash desk of the Khimki UZS dated July 10, 2010 . (registration data ¬– L/s, issued upon connection: 226000409535; New L/s: 850012355551 registered to Elena Vladislavovna Averchenkova, living together with the applicant at this postal address: 141401, Moscow region, Khimki, Leninsky Prospekt, d .12, quarter 17), as well as combine payments for Home Internet, Interactive TV and Landline phone: 8 into one package at the Internet speed stated under the Agreement of 8 Mbit/sec with a discount for monthly payments, as well as provide assistance in choosing the appropriate tariff and carrying out the necessary work to provide these services without additional surcharge. I have been paying for landline phone number 8 (495) 572-13-03 separately for the past 6 years, while the “Interactive TV” tariff plan includes the provision of telephony services. I guarantee monthly payment in accordance with the stated tariffs. Based on the technical characteristics of the equipment used, I can report: Connection to the Internet is carried out through a router model “DSL-2640U”, Interactive TV set-top box model “RT STB HD 1.11-BD 27”. In addition, I point out that significant interruptions in the operation of the system are confirmed by the results of tests to trace the signal level, carried out by me independently when measuring the signal on the external, internal and ping of the signal of the main site: ping ya.ru –t (external ping); ping 192.168.1.1 –t (internal ping); ping rostelecom.ru –t (on the main website of Rostelecom). For more than 3 weeks now, “request timeout exceeded” with an interval of 15-20 positions. Within these 15-20 positions there are jumps from 30 m/sec to 165 and 400 m/sec. In case of “hanging” of interactive TV and Home Internet, the position “Exceeding the waiting interval for a request” can be repeated up to 3-4 times in a row. Often (up to 8-15 times in a row) “The specified network is not available” at all. Even when Interactive TV and Home Internet are not used together, “pinging” manifests itself to a fairly strong degree in accordance with the parameters described above. I tested the Internet speed on the website: //2ip.ru/speed/ The speed stated under the contract according to the tariff: 8 Mbit/sec. In accordance with testing conducted by me on April 16, 2016 on the website “2ip.ru”: the incoming speed was 9193 Kbit/sec, the outgoing speed was ¬¬– 581 Kbit/sec with Interactive TV and Home Internet running simultaneously on one TV viewing device and 1st laptop. Regarding the issues mentioned above in this letter, on April 16, 2016, operator Elena formed a telephone request at Rostelecom, assigning it the corresponding number 100330823, about which information was transmitted to me in an SMS message on April 17, 2016 at 10.00 Moscow time. On April 17, 2016, in response to my request, I received a phone call from an operator from the Lipetsk phone number: +7 (474) 249-01-19. The girl rudely offered to terminate the contract for the provision of services on the basis of the impossibility of combining the services provided into one package, as well as the impossibility of improving their quality. In addition, I was informed that my call has no legal force, I cannot receive a refusal in writing, and I have no way to find out to whose name I can address this appeal. My application at 12.30 Moscow time via SMS notification was assigned a new number 100331418.

Appendix: photo applications on 2 sheets. in 1st copy. 04/17/2016

Sincerely, Ivan Mikhailovich Averchenkov

To the management of PJSC Rostelecom from Elena Vladislavovna Averchenkova, residing at the address: 141401, Khimki, Leninsky Prospekt, 12, apt. 17.

STATEMENT

Please transfer the balance of my funds in the amount of 1444.49 rubles. (thousand four hundred and forty-four rubles, forty-nine kopecks) located on personal account No. 850012355551 (personal account issued upon connection No. 226000409535) to the personal account at my landline phone number in connection with the oral termination of the paid AGREEMENT on IV. 22, 2016 provision of communication services for dedicated access to the Internet using ADSL technology under the Domolink trademark dated July 10, 2010, taking into account the latest changes and additions that have come into force: “Home Internet: [email protected] ” and “Interactive TV: 0122150115” .

Appendix: A copy of the AGREEMENT for the provision of paid communication services for dedicated access to the Internet using ADSL technology under the Domolink trademark dated July 10, 2010 on 1 page, filled out on both sides.

¬––––– May 2020 E.V. Averchenkova // (date) (signature)

Where to contact

You can complain in different ways:

• write a registered letter or deliver a written complaint to the nearest branch of the company;
• write a complaint online on the official Rostelecom website;
• call the hotline (8 800 100 0 800);
• use official pages on social networks.

The application must be reviewed within 60 days. If even two months after your complaint the problem is not resolved, this becomes the basis for appealing to higher government authorities. Sometimes you even have to take the company to court to seek compensation for financial losses and moral damage.

Institutions for subsequent complaints

If the appeal to the company management was ignored, then you need to act in the following sequence.

First, a complaint is filed with Rospotrebnadzor. This is the Federal Service for Supervision of Consumer Rights Protection and Human Welfare. One of its main functions is to monitor the quality of services provided, including the level of communication quality.

Alternatively, there is another service that directly deals with supervision in the field of communications and information technology - Roskomnadzor. Both of these organizations not only accept subscribers’ complaints, they consider them and check the information received. This gives them the opportunity to establish the fact of violation of consumer rights, that is, administrative violations.

In order to contact Rospotrebnadzor, you must:

1. Open the official website of Rospotrebnadzor, the “Citizens' Appeals” field.
2. After clicking on the “Continue” button, you will need to decide how the application will be submitted - with or without authorization.
3. The final stage is filling out the form and stating the essence of the claim.

You can send an appeal to Roskomnadzor in approximately the same way:

1. Go to the official website of Roskomnadzor.
2. Further, it is not difficult to find the inscription “Portal of personal data”, and then also “Appeal from citizens”.
3. The result of the actions taken will be the opening of the “Electronic form” link, where you will need to select the subject of the appeal. Among the impressive list you need to find “Complaints about the provision of services.” First of all, personal data is indicated: full name, region of residence of the subscriber, his email for sending a response. Then the complaint itself is described, it can be added that the appeal to the management of Rostelecom was ignored. To send a complaint, you need to click on the “Submit” button.

Both of the above organizations work quickly, processing applications takes no more than 30 days from the date of registration. Despite the fact that these organizations have hotline numbers, it is better to refrain from such a call. Experience shows that such requests are not considered in contrast to written applications sent with notification or submitted online.

Company office

In order for your appeal to have legal force, you need to write a complaint to Rostelecom based on the principles of business correspondence. Information must be presented competently and have a good structure. It is important to avoid using profane words or abbreviations.

Mandatory requirements for the content of the document:

• official name of the organization Rostelecom;
• Full name, contact information, contract number with the provider;
• a clear description of the nature of the complaint and the specific facts that you consider to be violations;
• references to legislative acts that were violated;
• constructive suggestions on how to resolve the situation;
• current date and signature of the applicant.

The document must be executed in two copies. When you take it to the company office, the secretary will have to take one copy for himself. The second copy will be marked as accepted and given to you.

If you plan to send registered mail, here are the addresses:

If you live in another region, then you need to find out the legal address of your regional branch on the official website.

https://www.company.rt.ru/regions/

Rospotrebnadzor: consumer protection

Violation of the terms of the concluded agreement is grounds for contacting Rospotrebnadzor. A complaint against Rostelecom is submitted either electronically or on paper. The authority does not consider anonymous requests, so you must provide contact information.

Transfer is carried out in one of the following ways:

1. Write a complaint about service, via the Internet or telephone, and send it to the head office address.
2. State the essence of the problems in an online form on the Rospotrebnadzor website. Registration is possible both with and without unified identification and authentication.

Consideration of a complaint against Rostelecom is carried out in the standard manner provided for by Federal Law No. 59.

Official site

Although there are still people who are more accustomed to using registered letters, most will appreciate the opportunity to file a complaint against Rostelecom directly on the official website.

1. Log in to the site at rt.ru

   

2. In the bottom menu, click the “Feedback” link.

   

3. Fill out all fields of the request form. Try to correctly indicate the subject and service so that the application is immediately sent to the right department and processed as quickly as possible. You will also need to leave your contact information.

   

4. Click the "Submit" link at the end of the form.

Complaint against Rostelecom via the Internet

In the modern world, people can solve many problems through the Internet. There is nothing surprising about this. This eliminates the need to look for an organization and stand in line, which means you can save a huge amount of time. Filing a complaint against the work of Rostelecom is not an exception. This is why the company’s official website exists. You can submit a complaint online as follows:

1. Go to the company’s official website and find the “Feedback” section. In this menu, among other things, there is an “Ask a Question” form, which is exactly what the subscriber will need to contact you.
2. Next, a kind of mini-questionnaire appears, you need to fill it out. Fields such as full name, email, phone number, and the region where the subscriber lives are required.
3. After this, a field appears to describe the essence of what is happening, it is called the “Field for appeal”. The subscriber leaves his complaint here. You need to describe it briefly, without unnecessary emotions, so that the essence is clear.
4. When all this is done, all that remains is to agree with the processing of personal data. To do this, check the box at the very bottom after all completed lines. The final moment is to click on the “Submit” button, this means that the application has been accepted for processing.

Official pages on social networks

You can also complain about Rostelecom through social networks. Just do it differently than most people do. Many dissatisfied customers like to leave angry reviews on the Internet. A lot of negativity can also be found on third-party resources that have nothing to do with the provider. This way of venting your frustrations does no one any good. Therefore, on the pages of the TelecomDom website, moderators do not allow such comments to be published.

To solve any problem that arises, it is better to contact the provider directly. Here are links to social networks that can be used as an additional opportunity to “reach out” to company employees:

• VKontakte - https://vk.com/rostelecom
• Facebook - https://www.facebook.com/Rostelecom.Official
• Odnoklassniki - https://ok.ru/rostelecom.official
• Youtube - https://www.youtube.com/user/rostelec

Experience shows that there is no guarantee that a claim via social networks will be considered promptly. But as an additional signal for company managers, it is still worth a try. When there is public outcry and quite a lot of negative feedback accumulates, the provider begins to feel the urge to fix the customers' problem.

Common grounds

What problems give rise to a complaint against Rostelecom?

1. Quality of Internet or telephone connection: interruptions, weak or absent signal.
2. Artificially increasing prices for services provided without justification.
3. Different pricing policies for rural and urban, neighboring settlements.
4. Actions to monopolize the market.
5. Poor technical support – lengthy problem solving or unscheduled work.

Almost all problems can be solved by filling out an electronic form on the official website in the feedback section. It will also be shown when approximately the person will receive a response from management. Ignoring on the part of the company allows you to contact the regulatory authorities. Lack of response is additional confirmation of the violation and irresponsible attitude of the company.

Roskomnadzor

The legislation of the Russian Federation obliges all telecom operators to provide services at a high level of quality. If problems arise, the provider is obliged to fix them. If these responsibilities are not met, clients have a legal basis for complaining to higher authorities, including Roskomnadzor.

There is a special service responsible for supervision in the field of communications, technology and mass communications. You can leave a complaint in writing to the following address:

If you live in another city, it will be easier to write an email:

Review period

Subscribers sometimes feel that an application, and especially a complaint, is being considered for too long. However, a certain period is legally established for this, and it should not exceed 2 months. This is already the deadline for a citizen to receive an answer.

If after this period there is no reaction from the company’s management, then the subscriber can contact higher authorities with a clear conscience. It is in order for the appeal to be accepted there that a sequence of actions is necessary. That is, when contacting a higher authority, a citizen will have in hand confirmation of his useless appeals - a notification that Rostelecom received his letter. For this reason, it is believed that sending a letter by mail is the most effective option, after which the citizen has some kind of proof.

FAS

The Federal Antimonopoly Service accepts claims of unjustified tariff increases and fraud with customer funds.

Your application must contain the following information:

• Full legal name FAS.
• Full name, your address, telephone number.
• The essence of the complaint.
• Date and signature.

It would be a good idea to attach documents and other materials to the complaint that confirm the validity of your claim.

You can send a letter to the following address.

Complaints are accepted via the Internet in three ways.

Your request must be reviewed and responded to within one month. In some cases, the review period is extended to two months.

Sample filling

There is no standard application form, however, the document must include the full name of the head of the company or one of the branches, personal data of the subscriber, application test (reason), date and signature. Stick to the sample you can see below. This will help you avoid mistakes when filling out, which means your letter will be taken into account and within a maximum of two months after submitting the document you will receive an answer where further actions will be discussed.

Now you know how to draw up and file a complaint against Rostelecom. In any case, it is better not to go to court and wait monthly until your money is returned and the Internet is installed. The subscriber has the right to good service, technical support and decent quality of services for which he pays, according to the contract. The provider should strive to solve the problem bilaterally, that is, without involving government agencies. However, you should not expect that Rostelecom will contact you on its own. Find a good provider and get the services you deserve.

Rospotrebnadzor

Where can I complain about Rostelecom if my obligations under the contract have been violated? In such cases, complaints are sent to Rospotrebnadzor. Don't forget to include your contact information so that you can contact us and respond to your request. Anonymous messages will not be accepted for consideration.

There are two ways to proceed:

1. Send a registered letter to the organization’s office at:

   

2. Leave a request online:

   

Reasons for complaints

Now every second resident of Russia uses not only cellular communications, but also home Internet, and also uses television broadcasting, however, companies specializing in this area do not always fulfill their obligations in good faith. There are several types of complaints about the quality of Rostelecom’s service:

• Poor quality of cellular communication;
• Automatic Internet shutdown, poor speed;
• The presence of extraneous sounds when calling;
• Lack of technical support, as well as rudeness, rudeness and inaction on the part of company employees;
• Inconsistency of the service established according to the contract with the client.

As for the last reason, subscribers are not even concerned about the quality of TV broadcasting or cellular communications, but about additional costs. For example, you connected unlimited Internet, but after two weeks you receive an SMS about disconnection, since the entire resource has been exhausted. As a result, you have to renew the contract, pay for another month of Internet, and so on. The company deliberately violates the rules, and the customer has to pay and pay until he decides to file a complaint.

Prosecutor's office and court

According to the law, in order to stop unlawful actions and compensate for the damage caused, every citizen has the right to appeal to the prosecutor's office and the court. Here we will not describe how to sue Rostelecom. To do this, it is better to contact lawyers directly.

Any complaint must be considered no longer than 30 days from the date of filing. However, Rostelecom indicates in the agreement that in some cases it reserves the right to consider claims within 60 days. Since subscribers put their signature in this agreement, they have to wait this entire period.

True, there is one interesting nuance. The fact is that the subscriber’s requirements, according to federal law, must be satisfied within 10 days. Therefore, if you are not satisfied with Rostelecom’s response, and the problem is not resolved, then the penalty is calculated after 10 days after submitting the application.

Court

Going to court can be called a last resort in seeking justice. A statement of claim is very serious; it indicates determination on the part of the subscriber. Such treatment should occur in the following cases:

1. Termination of a contract with Rostelecom at the initiative of a dissatisfied subscriber, when the company does not satisfy this requirement and arbitrarily extends the contract.
2. The subscriber demands a refund of money for services not provided or of poor quality.
3. The subscriber wants to receive compensation for moral damage.

From all of the above, we can conclude that going to court is necessary in cases where the subscriber has suffered any harm.

Situations when you can complain

In practice, many consumers do not dare to file a claim with Rostelecom for recalculation of their personal account. Such a passive position only plays into the hands of the operator and does not in any way contribute to improving the quality of the services they provide. Every citizen should know how to protect their rights and when they have a real opportunity to do so.

Situations in which you can complain:

1. Providing low quality IPTV (a claim for television is submitted to Rostelecom).
2. Systematic failures in the provision of services, for example, the network constantly freezes or is often unavailable.
3. Complaint to Rostelecom about the Internet, the speed of which is significantly lower than stated in the contract.
4. When contacting technical support, company employees provided incorrect information and did not help the client.
5. The payment for the connected tariff has unreasonably increased.

To effectively resolve your issue, the letter of claim must be correctly and competently drawn up.

Where else can I write?

Unfortunately, communication with Rostelecom does not always lead to a solution to the problem: the request may be answered with an unsubscribe or ignored altogether. In this case, you should complain to the competent government agencies.

Roskomnadzor

Roskomnadzor considers complaints about the quality of communication services if the operator has not responded to the complaint. The complaint is drawn up on the basis of the complaint to Rostelecom, but with the addition of correspondence with the company: the complaint and the response to it.

You can send a request to Roskomnadzor:

• by mail: 109992, Moscow, Kitaygorodsky pr., 7, building 2;
• give in person. Information about the branch of your region can be found on the website XX.rkn.gov.ru, where XX is the region code;
• write by email;
• use the application form on the Roskomnadzor website.

FAS

The Antimonopoly Service monitors the company's pricing policy and compliance with advertising laws. You can complain about Rostelecom to the FAS if the tariffs were unreasonably inflated or the advertising of Rostelecom’s services does not correspond to reality.

Read more about contacting the FAS in our article.

Rospotrebnadzor

When working with telecom operators, the powers of Rospotrebnadzor are greatly limited. The fact is that relations regarding communication services are regulated by communications legislation, which is special in relation to the Law on the Protection of Consumer Rights. Therefore, a complaint against Rostelecom to Rospotrebnadzor will most likely be forwarded to Roskomnadzor or the FAS.

You can write to Rospotrebnadzor only as an additional measure. You can contact Rospotrebnadzor in the following ways:

• call: unified consultation center - 8 (800) 555-49-43;
• write to the Virtual Reception;
• send an application by mail or come to an appointment at the address: 127994, Moscow, Vadkovsky lane, building 18, buildings 5 ​​and 7.

The telephone number and address of the regional office of Rospotrebnadzor can be found on the website ХХ.rospotrebnadzor.ru, where ХХ is the region number, for example, 22.rospotrebnadzor.ru. You can call the department, come to a personal appointment, or send a complaint by mail.

Prosecutor's office

The prosecutor's office considers any complaints about violations of the law, if they do not fall within the competence of the above-mentioned organizations. In addition, you can contact the prosecutor's office if Roskomnadzor or FAS are inactive.

We have a separate article about what nuances there are when contacting the prosecutor’s office.

Court

It makes sense to go to court with a statement of claim if it was not possible to resolve a material dispute with Rostelecom. For example, if the company refuses to return overpaid amounts. On the one hand, the claim can include additional demands for payment of penalties and compensation for moral damage. On the other hand, if the case is lost, the applicant will not only not return the money, but will also reimburse Rostelecom for legal expenses.

Therefore, the claim must be drawn up professionally and legally justified.

Rules for filing a claim or complaint

Before contacting Rostelecom or regulatory authorities, you should make sure that the complaint will be justified:

• there is necessary evidence of the existence of a problem;
• there are provisions of law or clauses of the contract that are violated by the operator.

Thus, if a complaint is made in connection with poor quality of services, you can refer to Article 4 of the Law on the Protection of Consumer Rights, which obliges all communication service providers to provide quality services.

You should find your copy of the contract for the provision of Internet, because it contains data that you will need to indicate: the date and number of the contract, violated clauses of the contract, the procedure for resolving disputes.

Important! For disputes related to the provision of communication services, a mandatory pre-trial (claim) dispute resolution procedure has been established. This means that the consumer is obliged to first file a complaint with the company itself and only then appeal its actions.

Contents of the complaint, claim

A complaint to Rostelecom and a complaint against the company’s actions are drawn up almost identically, differing only in some nuances. Thus, the rules of business writing must be followed; the text must be written succinctly and concisely, without emotions and, especially, without curses and insults. All dates, document details (for example, the date and number of the contract for the provision of services), full names of the rude employees, etc. are mentioned. The applicant's personal information must be indicated: full name, address and telephone number. Otherwise, the complaint may not be considered. The structure of the document assumes the following form:

• Document header. It indicates the recipient (full name of the manager, the name of the branch of PJSC Rostelecom, its address) and the personal data of the sender.
• Descriptive part. The circumstances that led to the preparation of the document are described in chronological order. At the same time, details of documents or other evidence of what happened are provided.
• Motivational part. In it, the author expresses his thoughts about violations by Rostelecom, cites violated laws and clauses of the contract.
• Final part. It forms requirements for the company or requests for government authorities to restore violated rights. The claim against Rostelecom also indicates the applicant's intention to sue if its demands are not met.
• At the end of the document there is a date and signature.

To file a complaint about Rostelecom services, you can use our sample complaint to Rostelecom.

Sample complaint

Where can I apply?

You can file a complaint against the company by contacting the following authorities:

• Technical support of the company itself;
• FAS – Federal Antimonopoly Service;
• Roskomnadzor;
• Court.

Complain to the company itself

If a communications consumer has any problems with the services he receives or a conflict with employees, then the first thing he needs to do is try to resolve the situation within the company itself. The purpose of such an appeal is to convey to management the essence of the problem so that management takes action:

• Feedback form or Personal Account on the official website of Rostelecom;
• Offices of branches of OJSC Rostelecom, the addresses of which can be found on the official website of the company.

You can read about the period within which companies provide consumers with a response in this article.

Complaint to the FAS

You should complain to the Antimonopoly Service in cases where a company unreasonably increases prices for the services provided.

To file a complaint, you need to contact the territorial department of the FAS.

You will find a sample complaint against Rostelecom below.

How to write a complaint to Roskomnadzor?

Roskomnadzor supervises organizations responsible for providing communications, information technology and communications. If there is no response to the applicant’s claim and the quality of services still leaves much to be desired, you should contact Roskomnadzor.

You can notify Roskomnadzor authorities about the provision of low-quality services as follows:

• By contacting the territorial Office of Roskomnadzor with two copies of the claim, one of which remains with the applicant with the date of acceptance and the signature of the secretary stamped on it;
• By creating an appeal on the official website of Roskomnadzor.

How to complain online?

In order to file a complaint against a company without leaving your home, you need to go to the Roskomnadzor website and submit an electronic appeal. To do this you need:

• Select “Public Services” in the top menu bar;
• In the page that opens, in the menu on the left, select “Appeals from citizens and legal entities” – “Generate an appeal”;
• Next, it is proposed to select the subject of the appeal: “Provision of communication services (Internet, mobile communications, mail, etc.)”;
• After selecting the topic of the appeal, a form appears to be filled out in which you must indicate: To whom the appeal is addressed;
• Full name of the applicant;
• Desired method of receiving a response;
• Place of consideration - in this column you are asked to select a region;
• The text of the appeal, which can be accompanied by evidence, for the provision of which the “additional materials” function is provided;

Then you need to enter the security code from the picture in a special field, after which you can send the request, after first checking the correctness of the specified data.