Czech Telecommunication Office’s resolution of consumer disputes

Main information

Alternative dispute resolution (‘ADR’) for consumer disputes is a swift and affordable way for consumers to resolve disputes with businesses. The Czech Telecommunication Office resolves disputes in the field of electronic communications and postal services.

This applies to you if

You find yourself in a consumer dispute with a provider of electronic communications services. You may also approach the Czech Telecommunication Office if you wish to object to the way that your complaint in the field of electronic communications and postal services has been handled (if your complaint has been rejected).

When to use this service

If you wish to apply to the Czech Telecommunication Office to resolve your dispute, you must do so within a month of receiving the outcome of your complaint or within a month of the service provider’s missed deadline to handle your complaint.

Service settlement

What you need if you are using this service

In the ADR application for your consumer dispute, indicate:

• who and what the dispute concerns;
• all the evidence you have in support of your claims.

Provide the following as supporting evidence:

• your complaint about billing or a defectively provided postal service, and the outcome;
• a copy of the disputed bill;
• the report on the damages you sought.

Information on alternative dispute resolution can be found on the Czech Telecommunication Office’s website.

Where and how to solve this service

If you send the Czech Telecommunication Office your application by post:

Czech Telecommunication Office

Label your application as a ‘consumer dispute resolution application’.

How much will you pay

Fees for submitting an application in person or by post:

• CZK 100 for an application in which you object to the outcome of your complaint.
• CZK 200 for an application concerning a dispute over statutory obligations further to Section 129(1) of the Electronic Communications Act.

The fee may be paid by fee stamp, money order or wire transfer.

Further information can be found on the Czech Telecommunication Office’s website.

Additional information

What is the benefit of this service

ADR for consumer disputes is a faster and less costly way of exercising your consumer rights than judicial proceedings.

Appeal options

As a consumer, you may file an administrative appeal against the Czech Telecommunication Office’s decision in ADR procedure. This appeal will be heard by the Chairperson of the Board of the Czech Telecommunication Office. The filing of administrative appeals is governed by Section 152 of Act No 500/2004, the Code of Administrative Procedure.