The General Directorate of Consumer Affairs of the Andalusian Government provides a series of recommendations to users who want to contract in the telecommunications sector (internet and mobile phone services). Firstly, consumers should be proactive in order to thoroughly understand the conditions offered by the service provider. It is advisable to pay special attention to issues such as tariffs, contract terms, commitment periods, compensation in case of service interruption, and under what circumstances penalties would apply.
Before signing the contract, it is also recommended to compare the offers of different operators, not only from an economic perspective, but also taking into account overall services such as maintenance, quality, minimum contract periods, and the cancellation process, giving priority to contracting with companies affiliated with the Consumer Arbitration System. Participation in this system is an added value and a trust mark for consumers, who have the possibility to resolve disputes out of court and free of charge through consumer arbitration. Additionally, advertising is binding for companies, so customers can demand that the company fulfill the advertised conditions (considering their validity period).
Once the contract is signed, it is necessary to request the contract document, even if it was done over the phone, as the company is obliged to provide it. This document outlines the service conditions and explains how to proceed with complaints. In distance contracting procedures, the operator is also required to provide the user with a withdrawal document. In contracts made over the phone or internet, consumers have the right of withdrawal for 14 calendar days, meaning they can terminate the contract without justification. In these cases, the right to withdrawal cannot be denied by claiming that necessary installation has been carried out for service provision.
Users can still exercise their right of withdrawal, even if the service has started and installation has been completed, without prejudice to the expenses the consumer may have to cover for the proportionate part of the service they have enjoyed until the moment they exercised their right of withdrawal within the deadline. In this case, the company must inform in advance about these costs. Therefore, it is essential to keep all documentation and receipts for operations carried out with the telecommunications operator. If the company has not provided this documentation, the contracting party can demand it.
Consumer Affairs reminds that companies cannot use premium rate numbers (806, 807) or special numbers (901, 902) for customer service. In this regard, inspection campaigns have been carried out to verify compliance with regulations by entities, especially to ensure that no abusive clauses have been included in contracts and general terms of service. If there are discrepancies with telecommunications companies, users can file a complaint.
