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). Firstly, consumers should be proactive in understanding the detailed conditions offered by the operator. Therefore, it is advisable to pay special attention to issues such as tariffs, contract terms, commitment to stay, compensation in case of service interruptions, or when penalties would apply.
Before signing the contract, it is also recommended to compare the offers of different operators, not only from an economic point of view but also by paying attention to overall services, such as maintenance, quality, minimum contract periods or the termination procedure, and prioritizing the contractual relationship with companies adhering to the Consumer Arbitration System. Participation in this system is an added value and a trust mark for consumers, who have the possibility to resolve their disputes out of court and free of charge through consumer arbitration. Additionally, advertising is binding for companies, so customers can demand that the company comply with 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 by phone, as the company is obliged to provide it. This document details the service conditions and informs how to proceed with a complaint. Thus, in distance contracting procedures, the operator is also required to provide the user with the withdrawal document. In contracts made by phone or internet, consumers have the right of withdrawal within 14 calendar days, meaning they can terminate the contract without justification. In these cases, the right to withdrawal cannot be denied by claiming that an installation necessary for the service provision has been carried out.
The user can still exercise their right of withdrawal, even if the service has started and installation has been completed, without prejudice to the costs the consumer should bear for the proportional part of the service enjoyed until the moment the right of withdrawal is exercised 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 of the operations carried out with the telecommunications operator. If the entity has not provided this documentation, the contracting party can demand it.
Consumer Affairs reminds that companies cannot use additional rate numbers (806, 807) or special numbers (901, 902) for customer service. In this regard, inspection campaigns have been developed to verify compliance with regulations by entities and, especially, to ensure that abusive clauses have not been included in contracts and general terms of contracting. If there is a discrepancy with telecommunications companies, users can file a complaint.