Notification of Roskomnadzor on the processing of personal data in 2021.

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How to properly file a complaint to the Russian Supervision Committee

Preparing an application for which there is no strict procedure and requirements for execution causes confusion for the applicant. When drawing up an appeal, the main concern is the issue of acceptance by the body for proceedings. To facilitate the process, there are Internet pages containing sample requests.

The claim to Roskomnadzor is drawn up in any form, but must contain the following mandatory elements:

• an indication of the full name of the company, personal information about the applicant, as well as contacts and return address;
• a factual description of the problem in conjunction with the legal basis for the position and clearly defined requirements that the applicant expects to be met;
• the application is signed and dated.

It is important! An application to Roskomnadzor is accompanied by an annex consisting of documents that prove the applicant’s position. When filling out the feedback form on the website, functionality is available for downloading electronic copies of documents - receipts, checks, contracts.

Basic rules that should be followed when preparing an application in order for it to be accepted for consideration:

• text writing style - informational, business;
• a dry presentation of facts in a correct form - you cannot use abusive or offensive expressions, and you should also avoid obvious spelling errors;
• threats, emotions, pressure will not have the expected effect on the employees of the authority, but will spoil the subjective attitude towards the applicant;
• Insinuations and slander are unacceptable; information is provided as fresh, reliable and supported by facts as possible.

Appeals that do not contain information that allows you to accurately identify the applicant, are not signed or contain the deviations specified above, are not accepted for processing and are not considered by the authorized body.

The information provided by the applicant is protected by the law on the protection of personal data and on the confidentiality of applications to government agencies.

What to do if debt collectors call you at work?

How to write an application to the Prosecutor's Office for an inspection, read here.

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Personal reception

Citizens' appeal through a personal meeting with the general director of the institution requires a pre-registered appointment for the meeting. To do this, you need to go to the page of the official website of Roskomnadzor “Pre-registration for an appointment” and fill out the form provided.

Pre-registration form for an appointment on the RKN website

Applications will be ignored if they contain false names, contain insults, or contain Latin or unreadable characters.

Procedure for filing a claim

Before resolving a dispute with an organization with the help of government agencies, it is advisable to contact the offender directly and offer a peaceful resolution to the issue of compensation for material damage and restoration of citizen rights.

A problem that a citizen has in relation to an organization providing mobile communication services, in accordance with the law, must be considered by the company within up to two months.

Remember! An appeal to Roskomnadzor, bypassing a claim against the offending organization, will end with a polite refusal to consider and an offer to try to preliminarily resolve the problem with the telecom operator.

Ways to file a complaint:

• sending a written request by registered mail with delivery notification;
• personal visit to a government agency;
• using the feedback form, which is available on the official website of the organization;
• through the Internet portal of State Services. Registration on the site opens up wide functionality for appeals to various government bodies, including Roskomnadzor.

Application

Notification of a person’s inclusion in the register can be submitted on the Roskomnadzor website. In accordance with Art. 22 152-FZ there is a necessary list of data that needs to be submitted. These include the start date of processing, measures taken to ensure the safety of the information received, purposes and legal support for collection, nature and reasons for data collection, license details if necessary, TIN, OGRN and other information.

At the same time, the register does not include resources and organizations that use exclusively the surname, name and patronymic of a citizen or data for a one-time pass to private territory and employers that collect information about their employees.

Please note: the application form for inclusion in the register, after filling out on the website, must be printed, signed and sent by mail to the territorial authority. It can also be issued on the State Services portal.

Reasons for appeal

The superior body for Roskomnadzor is the Ministry of Telecom and Mass Communications of Russia. This is a supervisory body that controls the implementation of communication services, the development of information technology and communications.

There are five main reasons why citizens turn to the executive body for protection of their rights:

• illegal filling of Internet pages - information about the production, use and distribution of narcotic or psychotropic substances, photos and videos of pornographic content, materials containing calls for suicide, extremism, etc. In addition, the distribution of electronic viruses, spam, obscene pictures and phrases is also illegal and if a complaint is received, it can lead to blocking of the site;
• dissemination of personal data for the purpose of collecting funds from the debtor using legal methods. The transfer of information and contact information to collectors about the borrower and the amount of debt violates the provisions of the Law “On Personal Data” and is a significant reason for seeking protection of rights. Before contacting the supervisory authority, you should take care to obtain evidence of illegal distribution of data: call recordings, for example;
• work of the postal service, which significantly violates the rights of a citizen: failure to fulfill or untimely fulfillment of the obligation to deliver notification of a parcel, improper form or incomplete delivery, loss of envelopes with letters;
• fraud with paid content and mobile accounts when providing communication services by mobile operators, as well as unjustified or double debiting of funds, failure to provide complete information about tariffs and services for the subscriber;
• slander and spreading false rumors in the media and social networks that discredit the honor and dignity of a citizen.

Preparing a claim is a significant contribution to the proceedings and a step towards protecting the rights and freedoms of a citizen, so you should spend time and take care of quality content.

Watch the video. What to do if banks call your relatives and work colleagues?

Information sheet

Protection rules in the field of personal data processing oblige everyone who operates with it to register as a personal data operator. These issues are under the jurisdiction of Roskomnadzor (RKN), which, in case of non-compliance with the law, imposes penalties against a legal entity or individual entrepreneur.

When conducting activities in the field of personal data processing, you must be guided by the following regulations:

• Federal Law of July 27, 2006 No. 152-FZ (as amended on July 29, 2017) “On Personal Data”;
• Art. 19.7 Code of Administrative Offenses of the Russian Federation;
• Appendix 2 to the order of the Ministry of Telecom and Mass Communications of Russia dated December 21, 2011 No. 346.

Personal data can be presented in the form of information from which the identity of a person can be easily established. The list includes:

• general identification data;
• Family status;
• education and more.

Registration as an operator occurs by sending a notification of processing to the RKN. At the same time, before processing personal data, the entrepreneur must make sure that the document is accepted by the regulatory authority.

According to the law, personal data databases must be stored only in Russia in paper or electronic form. Taking measures to protect data during processing falls entirely on the operator. He is also obliged:

• obtain consent to data processing from the person providing it;
• stop storing personal information after it loses its relevance or is no longer in demand.

For all violations related to the processing of personal data and identified as a result of inspections, Roskomnadzor will impose financial penalties.

Complaint about Beeline

Any operator is subject to the current legislation of Russia, and Roskomnadzor monitors compliance with laws among companies that provide communication services.

PJSC VimpelCom carries out a variety of activities, in addition to cellular communications, for example, it is a seller of products and.

The wider the field of activity, the more often problems with consumers arise.

The most common reasons for seeking protection of rights from a communications supervisory authority are as follows:

• poor-quality cellular communications - extraneous sounds, disconnections, inability to reach the subscriber, loss of network;
• poor-quality Internet connection, loss of connection speed;
• loss of mobile Internet signal, inability to quickly load Internet pages and some sites;
• constant work on servers, technical problems and system failures that cause a decrease in connection speed that does not comply with the tariff agreement between the subscriber and the company;
• uncoordinated connection of paid services that the subscriber does not need is the most common reason for the loss of mutual understanding between the operator and the subscriber, which leads to complaints to the authorized bodies;
• Uncoordinated transactions on subscriber accounts. If any discrepancies arise, the subscriber should submit a statement via the feedback form, and the mobile operator is obliged to provide details of the operations and services paid for on the invoice;
• poor quality subscriber service in the operating company's departments;
• non-compliance of the services provided with the requirements of the law on the protection of consumer rights and improper performance of the duties of the seller - refusal to compensate funds for the imposed service or low-quality goods, refusal to request the exchange of goods;
• a sharp excess of the permissible volume of spam and advertising materials that are sent to subscribers’ mailboxes. The legislation limits the amount of spam addressed to the subscriber, so the complaint is justified and is guaranteed to have the desired effect.

In addition to the listed cases, an appeal against actions is possible even if the problem is not a consequence of poor-quality service, but, for example, is associated with an attempt by the mobile operator in the form of a unilateral decision to change the subscriber service agreement.

Roskomnadzor considers citizens' appeals with the highest possible speed and efficiency, regardless of the content of the complaint: poor Internet connection, unstable cellular signal, interruption of conversation, as well as violation or non-compliance with the terms of the contract.

But first of all, the applicant needs to attempt to resolve disputes directly with the operator.

If the mobile operator has ignored the application or refused to satisfy a legitimate demand, you should contact the authorized body to protect your rights.

In addition to appealing the actions of operators, you can contact Roskomnadzor with specific proposals for improving the services provided by cellular companies.

Legislation

1. Federal Law “On Communications” dated July 7, 2003 No. 126-FZ:

• Art. 44 - it is prohibited to connect any services and applications without the subscriber’s consent;
• Art. 44.1 - advertising can be sent if an agreement on the provision of such a service is concluded between the operator and the subscriber;
• Art. 45 - clients are notified of changes to the clauses of the contract 2 months before they enter into force;
• Art. 55 - procedure for filing claims;
• Art. 63 - correspondence and telephone conversations of the client can be made public only at the request of the court.

1. Decree of the Government of the Russian Federation No. 1342 of December 9, 2014:

• clause 24 - the user is notified of any changes to the tariff plan no later than 10 days;
• clause 4 - transfer of the client’s personal information anywhere is prohibited.

1. Law of the Russian Federation dated 02/07/1992 No. 2300-1 (as amended on 07/18/2019) “On the protection of consumer rights.”

Application to collectors

The implementation of collection activities that go beyond the scope established for it is regulated by contacting the bailiff service. Bailiffs should also be contacted in case of violation of the law by collectors.

If debt collectors use physical force and threaten the life and health of the debtor, you should contact law enforcement agencies.

An appeal to Roskomnadzor makes sense if the collectors call a number that previously belonged to another debtor subscriber and do not pay attention to the claims and the requirement to remove the number from the database.

Upon receipt of a complaint, Roskomnadzor is obliged to conduct an inspection and, if a violation of the applicant’s rights is detected, impose a fine on the collectors. Perhaps information about the complaint received will reassure the violators.

Letter

If it is necessary to make changes to the existing register, an information letter is sent to Roskomnadzor with an application for the processing of personal data. The form, as for all other types of appeals, is available on the authority’s website. This letter must indicate the region of registration, the type and name of the current personal data operator, his address, contact details, details, legal basis and the purpose for which you want to apply for the processing of personal data.

Complaint about the actions of the bank

Violation of the Law “On Personal Data” by banks occurs when transferring information about borrowers to third parties, so problems with the bank arise in more controversial, but not less rare, situations.

The dissemination of personal data is associated not only with the collection of funds from the debtor with the help of collectors. This is also possible in cases where banks transfer information to affiliated structures and activate aggressive advertising of services and goods: cold calls, sending messages.

Contacting Roskomnadzor with a statement about unlawful actions of the bank is possible using an online form, through a personal visit to the department, or by mail with acknowledgment of receipt.

The feedback form provided by the site’s functionality allows you to attach to the application electronic copies of documents or photographs that confirm the validity of the applicant’s claims. From the date of registration of the application, the authority requires up to thirty days to consider it.

Sending through the Roskomnadzor website

This option is chosen much more often. It is quite convenient and understandable:

• go to the official resource of Roskomnadzor;
• find the notification form;
• enter the required data online;
• then click on the tab “Send an electronic notification and prepare the form for printing”;
• print the document in paper form;
• certify (in the same way as indicated in the previous section).

A notice on paper is sent by mail as confirmation. The supervisory authority has a month from the date of sending it electronically to consider the application.

The main disadvantage of this method is the difficulty of entering data into the notification.

Complaint about the site

If faced with a violation of rights when using sites on the Internet, a citizen has the right to contact Roskomnadzor and report violations: plagiarism, pornography, online fraud, spam, malware.

Moreover, if the information posted on the site is deliberately false, dangerous and harmful to human health, it should be reported to the executive body.

Protecting your online reputation

If data is posted on the Internet that violates the rights of a citizen, is also clearly defamatory, or has long since lost relevance, contacting Roskomnadzor will help resolve the situation and remove the information or block sites that contain it.

The consideration of applications occurs quickly and with high efficiency, as the government body seeks to clear the electronic network of garbage and content that violates the rights of citizens.

The procedure for contacting Roskomnadzor is not difficult to access. The application indicates the organization to which the complaint is sent, as well as information about the applicant and a detailed description of the violations of the site, listing facts and links proving the applicant’s position.

Such violations include:

• call to suicide;
• pornographic films involving children;
• information on the production, sale and use of narcotic and psychotropic substances;
• cases of fraud in online stores or on other resources;
• distribution of malware;
• spam and intrusive advertising;
• dissemination of false and slanderous information about citizens.

Note! Information about the identity of the applicant, as well as evidence of the facts listed in the appeal, should be attached to the application about the commission of unlawful actions against a citizen.

Where to send claims?

Any citizen of Russia has the right to send a complaint to the site to Roskomnadzor, send a document by fax, or make a call. What phone number can I call and send a fax? 8.

It is possible to send a complaint to a particular malicious site using other resources, for example by creating a direct appeal. One of such institutions that receives complaints is the Center for Safe Internet in the Russian Federation.

A complaint can be submitted in the following ways:

1. Through the reception desk of Roskomnadzor. In this case, the complaint must be submitted in two copies, one of which must be marked as received.
2. Via Russian Post by registered mail. In this case, the citizen will have the opportunity to track the location of sent correspondence.

Then, when the complaint is “global” and, in the opinion of the sender, should be delivered to specialists as quickly as possible, it is recommended to contact the FSB.

Complaint about the use of personal data

When distributing the data of a citizen who has not given consent, it is effective to complain to Roskomnadzor, since this organization monitors compliance with legislation on personal data.

Personal data, the dissemination of which is considered a violation of the rights of a citizen, includes the following categories of information:

• full name of the citizen;
• information about the date and place of birth;
• information about marital status;
• information about the citizen’s income and place of work;
• contact information: telephone, address, email.

When working with personal data of citizens, organizations are required to exercise due care and caution, since in the event of accidental disclosure, an inspection by Roskomnadzor will follow if the citizen complains and demands that existing violations be eliminated.

Claim in electronic form

The easiest way is to file a complaint against the operator on the Internet, on the official website. This method does not require additional effort from you: you do not need to write a letter by hand, bring it to the office or send it by mail.

All you need is to go to the operator’s website, find the feedback form and leave your complaint.

Let's take a closer look at how to draw up an electronic complaint for each specific operator.

Where to file a complaint against MTS

Recently, MTS has deprived customers of the opportunity to file a complaint on the official website. Now the operator does not have a feedback form for cellular subscribers.

Currently, MTS allows only those customers who use home Internet, television and telephony to file a complaint about service through the website.

Other users are encouraged to do the following:

• Compose a letter in any form that describes the problem in detail;
• Provide information about yourself: number and e-mail, city, passport details, contract number and registration address;
• Send an email

After that, you just have to wait for the answer. It usually arrives within 1-3 business days.

You can also write to the operator’s Contact Center. But in essence, this method is no different from calling a hotline.

Where to file a complaint against Megafon

Unlike MTS, Megafon’s official website still has the opportunity to file a complaint directly.

To do this, follow these steps:

1. Open the operator’s website at megafon.ru.
2. Scroll down and click on the “Support” icon, which is located in the center of the screen.
3. Scroll to the bottom of the page and find the “Contact Us” button on the right side of the screen. Click on it.
4. In the “Complaint Subject” section, select “Complain or leave a review.” Next, indicate the section to which your problem relates.
5. Indicate the number and full name of the person for whom it is registered. Enter additional information: date and time the problem occurred, address of the salon, name of the tariff or service, and so on.
6. State your problem in the “Your message” field. Try to provide all the details, but do not go into detail and do not overload the letter with unnecessary information.
7. Enter your name, phone number and e-mail. Attach a file with evidence, if available.
8. Agree to the privacy policy, enter the security code, and then click on the “Submit” button.

You will receive a response to the e-mail specified in the letter within the next 24 hours.

There is no other way to file a complaint against Megafon via the Internet. Unlike MTS, the operator does not provide an email address to which you can send a letter.

Where to file a complaint against Beeline

Like MTS, Beeline does not give its subscribers the opportunity to file a complaint through their personal account on the official website. Since 2021, the feedback form has been removed from the resource.

At the moment, the only way to communicate electronically is by sending an email.

To file a complaint against Beeline via email, do the following:

• Formulate your problem in a letter - in detail, but without unnecessary details;
• Indicate maximum contact information - number, email, additional contact number;
• Enter your full name, passport details with registration, number of the service agreement;
• Send it all by email

A response email will be sent to you within a few business days.

How to file a complaint against the Tele2 operator

It is almost impossible to submit a complaint on the Tele2 website: there is no feedback form or e-mail for sending letters on your own.

You can find Tele2 email on third-party resources, but it is not a fact that the letter will be answered in a timely manner.

Here's where Tele2 subscribers are offered to file a complaint:

• Online chat with 24/7 service;
• Viber and WhatsApp messengers;
• Operator social networks.

All these options are comparable in effectiveness to calling a hotline. In fact, this is not a formal complaint, so there is no guarantee that action will be taken.

Applying to Rostelecom

Rostelecom is a company in Russia that provides telecommunications services: TV, mobile communications, Internet access. RTK ranks first in the country in terms of the audience of pay television viewers, but the quality of service in the company lags significantly behind the distribution area.

Problems that are typical for a company providing communication services:

• problems with connecting to subscribers, communication quality;
• problems with technical support;
• poor service in company offices and branches;
• changing the terms of contracts without the client’s consent.

Online complaint book

If you want to make a request and send it to the company to resolve issues with a representative, this part of the review is for you. Let's start with how to write a claim on the official Beeline website:

1. Open the resource;
2. Click on the message icon on the top panel;

3. Enter your phone number;
4. Write your name;
5. Specify the characters from the picture;

6. A new window will open where you can select a message subject and write about the problem;

7. Then click “Submit”.

This is a kind of Beeline complaint book - just select the topic “Communication quality”, “Question”, “Complaint” or “Fraud”.

This is interesting: How to connect to a “conference” and find out what this service is by following the link.

Claim to Tricolor

The Tricolor operator provides cable and satellite communication services, and is engaged in the sale, replacement and preparation for operation of communication equipment.

The reason why a citizen may apply to Roskomnadzor for protection of rights may be one of the following:

• unreasonable deterioration in the quality of television or access to the Internet, as well as data transmission speeds that do not comply with the contract;
• termination of access to certain television channels;
• incorrect operation of devices, problems with equipment;
• unilateral change in the cost of services provided by the company;
• poorly organized technical support work, ignoring customer requests;
• uncoordinated connection of paid services, etc.

Samples of claims to telecom operators

• Sample application to Beeline for refund of erroneous payment;
• Sample application to Beeline to disable SMS mailings;
• Sample claim to MegaFon;
• Sample claim to MTS;
• Sample application to MTS for the return of an erroneous payment;
• Sample claim for an unreasonable bill for communication services (suitable for all operators);
• Sample claim for connection of paid services (suitable for all operators);
• Sample claim to Rostelecom;
• Sample application to Rostelecom for termination of the contract;
• Sample claim to Yota;

You can download and use all presented images of statements and claims for your needs. Choose what best suits your situation, download and fill out according to the instructions.

The completed document must be handed over to the operator correctly, in accordance with the law. This is important so that no one later says that they didn’t receive anything from you.

Procedure for handling complaints and possible results

The application must be reviewed by the relevant authority within one month. If all the grounds are considered sufficient, then a fact-finding of the application begins. The violator is given an order to eliminate all violations. The applicant is sent an official letter describing all actions taken or a refusal to consider the case.

Contacting the communications supervisory service is an effective way to defend the violated rights of a citizen. The Service is obliged to consider each application and stop further possible violations on this issue.

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Terms of consideration

The period for responding to a complaint sent by mail is up to 30 calendar days inclusive. The legislation of the Russian Federation allows obtaining results within this period. If an appeal to a service provider remains unattended or the consumer is not satisfied with the result, then it is necessary to complain about the operator to the prosecutor's office.

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MTS complaint about service and quality of communication - sample application and rules for registration

Violation of requirements for the construction of telecommunication networks, requirements for the design, construction, reconstruction and operation of communication networks (structures). 2. Failure of telecom operators to comply with the requirements for traffic transmission and routing. 3.

Violation of requirements when connecting telecommunication networks to a public communication network, including connection conditions. 4. Use of communication means in a public communications network that have not undergone mandatory confirmation of compliance with established requirements. 5.

Violation by telecom operators of requirements for protecting communication networks (structures) from unauthorized access to them and information transmitted through them. 6.

Failure by users of the radio frequency spectrum to comply with the procedure for its use, norms and requirements for the parameters of radiation (reception) of radio electronic equipment and high-frequency devices for civilian use. 7.

In this regard, on June 11, 2015, I submitted an application for a refund of funds for the “Wi-Fi in SAPSAN” service to my personal account 7 (926) 5215857. Application number 65698. The money was never received into the personal account.

I demand a refund of 770 rubles spent on paying for the service. Please inform me about the decision in writing by sending a response to the address Moscow, st. Zapovednaya 52A, apt. 7. Please inform me about the status of consideration of the claim orally or via SMS by phone 7 (926) 5215857. Kravets Sergey Aleksandrovich signature 05.06.

2015 At the bottom of the complaint, the office employee must indicate his last name, first name and patronymic. Set the date. Write: “I accepted the application.” Signature and seal. To show the seriousness of your intention to reach a victorious end, you can immediately write 5-6 copies of complaints, on which a Megafon office employee must sign, date and stamp.

MTS is one of the largest cellular operators, but despite this, the company's clients are not always satisfied with the quality of services provided or believe that funds were debited from their personal account incorrectly.

In this case, they are given the opportunity to send a complaint, both to the management of the operator itself and to various government authorities.

Important Concepts

In fact, a complaint is a client’s request to eliminate a violation of his rights and interests.

The legislation gives the right to submit such applications to all subscribers of the company, including legal entities and individuals.

There are administrative and judicial complaints.

The former are considered by the operator himself or an authorized government agency, while the latter can only be resolved by the courts.

The client must independently decide where he will submit the application, taking into account his specific situation.

Sometimes you can combine contacting the company and government authorities; to achieve faster results, you need to achieve results.

Legal acts

Communication services are provided by operators in accordance with the Federal Law “On Communications”, as well as other regulations that directly regulate the provision of specific services, for example, the Civil Code of the Russian Federation.

When filing a complaint, you should also be guided by the norms of the Federal Law “On the procedure for considering citizens’ appeals”, instructions from the relevant government bodies, and when filing a complaint, you should also be guided by the norms of the Code of Civil Procedure of the Russian Federation.

Like other operators, MTS quite often receives complaints about the quality of communication. They can be caused by both problems on the operator side and on the client side.

But in any case, the company must carry out the necessary checks and eliminate problems if they arose through its fault, for example, due to technical problems with the base station.

The second most popular category of complaints concerns the debiting of funds from a subscriber’s personal account.

Often, the operator connects the client to paid, unnecessary services, without receiving a corresponding application and in order to get a refund, various complaints have to be filed.

Sometimes, due to incorrect tariffs or other problems, the client suffers significant damage, and if the company refuses to eliminate it voluntarily, then to resolve the problem it is necessary to turn to the courts or other government agencies.

Also, a number of complaints are related to incompetent or rude service in company showrooms or by calling the hotline.

Terms of consideration

In many ways, the timing of consideration of the application depends on where it was sent and on the nature of the complaint itself.

Thus, usually a client’s claim regarding the accrual or debiting of funds from a personal account is resolved in 3-7 days, although the proceedings may be delayed for a month.

While the consideration of a lawsuit with a similar claim will take at least 2 months, and sometimes stretches for a year or more.

The easiest way to file a claim is to use online services on the official website of the operator or the relevant authorities.

In this case, you will not need to go anywhere to submit the claim, and it will be delivered to the recipient instantly and registered immediately.

In fact, it is no different from a regular claim (sample), and to submit it you just need to fill out a special form on the appropriate website.

Important! When submitting various complaints requiring inspections to various government bodies, authorization through the State Services service may be required.

When submitting an application in paper form, it must also be signed.

Another mandatory requirement concerns the content of the text of the claim or complaint. It should not contain insults, threats, or obscene language, otherwise such a statement may also be left without consideration.

: how to file a claim against an MTS employee

It is possible to submit a paper application by contacting the relevant organization in person or by sending it by mail.

When handing over an appeal in person, you should definitely get a receipt stamp on its copy.

This will avoid possible disputes about the date of receipt of the complaint, etc. It is also possible to send via the Internet, which is much easier and faster.

Regardless of the chosen method of submitting an application, it must be registered and considered. Based on the information contained therein, the authorized employee decides whether the complaint is justified or not.

Only a well-founded appeal can serve as the basis for satisfying the applicant’s demands to eliminate violations committed by the operator, which means that when preparing it, care must be taken to attach the necessary evidence to the complaint.

A response to the applicant based on the results of consideration of the complaint is sent in any case, even if a decision was made to reject his claim.

To the official website

First of all, subscribers must report their complaints to the operator. The most convenient way to do this is through the official MTS website.

Mobile TeleSystems is a popular telecom operator providing cellular communications and home Internet services to millions of subscribers. Popularity and mass popularity are not criteria for quality, which is why MTS receives complaints consistently.

Subscribers are not satisfied with the quality of communication, imposed paid services, the Internet, or goods purchased in salons.

The cellular company has an extensive network of sales offices and other divisions, which are located in all major settlements.

For MTS, complaints are not new: in some regions the number of towers is not enough to fully cover the entire territory of a populated area, so the quality of communication leaves much to be desired.

If a subscriber is dissatisfied with the connection or believes that money was unjustifiably withdrawn from his account, he has two options: call the call center and find out the reason over the phone, or find it yourself and fix it through your personal account. There is information about all connected services, paid and free.

If a question arises regarding the quality of communication, it is recommended to contact the operator’s technical specialists. They will help troubleshoot problems with your mobile phone.

Claim

It is better to write a complaint to MTS in writing - on electronic or paper media. The format and completion is standard for this type of request:

• addressee - the name of the company, its address (the address is not the salon where the low-quality phone was sold, but the address of the parent company responsible for the actions of its employees);
• addressee – full name, address and details of the applicant. Be sure to indicate your phone number and postal address if the response should be sent by mail. It is also possible to send the results of consideration of a complaint in electronic form, if this is indicated in the text and an email address is provided. By default, the response will be sent in paper form;
• name of the document – ​​complaint, claim;
• main text – a detailed description of the situation that violated the rights of the service consumer or buyer, indicating the dates and circumstances of the incident;
• link to laws. The client can take advantage of the provisions of the Federal Law “On Communications” or the Law “On the Protection of Consumer Rights”;
• requirement – ​​a clearly formulated request to the company, for example, to return funds in the amount of 100 (one hundred) rubles to the subscriber’s personal account;
• date and signature.

To file a claim with MTS, you do not need a sample, but you can use the form downloaded from the operator’s website. It is located in the section under Help and Maintenance. For citizens, it asks them to fill out information about their passport data, enter their personal account number and contact information.

You can write a complaint against a telecom operator to Roskomnadzor quite legally. This can be done both in person and online. The sample is presented on the official website of the Authority. After reviewing the submitted application, the supervisory service will check the legality of the operator’s activities, compliance with standards for the quality of communication, as well as illegal blocking of certain pages on the Internet and illegal debiting of funds from a citizen’s personal account.

An application for an operator is drawn up in accordance with the following rules:

• In the upper right corner all the personal information of the applicant, as well as the operator in respect of whom the application is being written, is written down.
• Next, in several paragraphs, the problem is described in as much detail as possible (illegal debiting of funds, abuse of authority by the operator, distribution of personal information of the subscriber, and so on).
• Providing numbers, names and contents of laws and regulations that were violated in the opinion of the applicant. Leave links to them.
• A request for compensation for material and moral damage, specifying the exact amount that, in the applicant’s opinion, will cover all costs.
• Attachment of evidence of violations: screenshots, audio recordings, witness statements.
• Date and personal signature of the applicant confirming personal submission of the document.