Where to complain if Tele2 Internet does not work or other problems arise with the operator? Tips on how to file a complaint

For mobile phone users who often have problems when they try to get online or contact someone by phone, the carrier is often the culprit. The technical service is the first place they call when trying to express their irritation. However, instead of making verbal complaints to a company employee, you can choose a more correct option and file a complaint.

Grounds for appealing Tele2 actions

Tele2, like any mobile operator, operates in accordance with the laws:

• Law of the Russian Federation dated 02/07/1992 No. 2300-1 “On the protection of consumer rights”;
• Federal Law of July 7, 2003 No. 126-FZ “On Communications”;
• Federal Law of March 13, 2006 No. 38-FZ “On Advertising”;
• Decree of the Government of the Russian Federation dated December 9, 2014 No. 1342 (as amended on May 27, 2019) “On the procedure for the provision of telephone services” (together with the “Rules for the provision of telephone services”;
• Other regulations governing certain issues of the activities of mobile operators.

Any violation of these regulations in the provision of communication services may be appealed. Tele2 subscribers most often complain about the following violations by their operator:

• poor connection quality and low mobile Internet speed;
• unjustified debiting of funds from the account;
• connection of additional paid services without the subscriber’s consent;
• many spam calls and SMS;
• blocking of communication services without the reasons specified in the contract for the provision of communication services;
• rudeness and illegal behavior of company employees;
• refusal to provide assistance on mobile communications issues or disagreement with termination of the contract.

However, before filing a complaint with Tele2 or complaining about this company to government agencies, you need to make sure that the complaint is justified, i.e. there is not only customer dissatisfaction, but also a violation of a specific rule of law. 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.

Document submission methods

Before resorting to outside help in this dispute, it is necessary to try to resolve differences with the company itself. Sometimes this can help solve all problems, sometimes it doesn’t.

However, this is a necessary stage in the process of appealing against the company’s actions, because only after the organization’s refusal is it possible to apply for protection of violated rights to the competent authorities. Therefore, if the company refuses to peacefully resolve the dispute, copies of documents must be sent along with the application to the relevant authorities.

How to file a claim against Tele2?

There are several government control bodies that consider complaints against cellular operators. However, if Tele2 has in any way caused you inconvenience, do not rush to file a complaint with government agencies. Perhaps a simple contact with support will be enough to solve the problem. If this measure does not have an effect, you need to contact Tele2 officially - by filing a claim.

You can write a complaint in Tele2 in free form, but it is still better to adhere to some rules when writing it. So, the structure of the claim is as follows:

• Document header. It contains information about the sender (Tele2 management and contacts) and the recipient of the claim. The claim header in Tele2 will look like this:
  General Director of the Limited Liability Company "T2 RTK Holding" Emdin S.V.

  108811, Moscow, Moskovsky settlement, Kyiv highway 22nd kilometer, house 6, building 1

  From (applicant's full name, address or email, telephone).

• The main part of the claim. Write its name (for example, “Claim for the provision of services of inadequate quality”), after which the circumstances that forced you to contact the company are described. When writing, a business style of writing is used; events are presented in chronological order, as briefly and concisely as possible. Specific dates of events, full names of employees, number and date of the contract for the provision of communication services, details of payment documents, etc. should be indicated.
• Motivational part. It describes exactly what the applicant disagrees with and why. References to regulations that will make the claim more weighty and justified are required.
• Final part. Here are the requirements for the company: terminate the contract, return the funds wrongfully written off, etc. with the deadline for their implementation. It should also be indicated that if these requirements are not met, the applicant will file a complaint with Roskomnadzor, Rospotrebnadzor or another authority.
• The claim is completed by listing the attachments, date and signature.

Sample claim

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Call from another operator or landline number

You don’t have to be a Tele2 subscriber to contact its representatives via the hotline. To serve consumers of other operators, special phones have been implemented. To speak with a specialist, follow these steps:

1. Dial the contact number 8800 555 0611 - this number is suitable for all consumers, regardless of their region of residence.
2. Listen to the greeting of the automatic informant, who will announce all the available offers from the provider. To find a solution, press the appropriate keys on your mobile device in tone input mode. To avoid listening to the robot, click the 0 button.
3. Explain the current situation in detail to the available operator.
4. Wait for a decision.

If the problem cannot be resolved immediately, a company representative will contact you again as necessary or send a response SMS message.

Customer service from other companies is provided free of charge in any region of Russia.

To make an outgoing call to the technical assistance service via a landline phone, you need to dial the dedicated number 8 (495)9797611.

How to file a claim with Tele2?

You can submit an already written claim to Tele2 in person through the nearest branch, by mail or electronically.

Personal submission

To submit a claim in person, you need to come to any Tele2 branch with two copies of the claim. On one copy, the employee will put an acceptance mark (including the date of acceptance, full name, position and signature of the accepting employee) and give it back. The second copy will remain with the applicant.

Sending by mail

By mail, the claim must be sent by registered mail with return receipt requested. Next, you should wait for the return receipt, which will indicate the date of receipt of the claim. It is from this date that the deadline for fulfilling the requirements specified in the claim is considered. Sometimes it happens that a company deliberately does not receive letters so as not to respond to them. In this case, after a month, the envelope with the letter will be returned to the sender, which will be considered ignoring the consumer’s requirements.

The claim should be sent to the company's head office at the address: 108811, Moscow, Moskovsky settlement, Kyiv highway 22nd kilometer, building 6, building 1.

Electronic message

You can also submit a claim on the official Tele2 website by logging into your personal account and going to the “Tele2 Feedback” tab. Using this method, it is better to take screenshots of your actions, which show the date and time. This will be proof of contacting the operator for government agencies.

Alternative methods of communicating with your provider

In addition to the technical assistance telephone number, the provider has implemented several additional communication methods on the official portal on the Internet or through third-party online services. Let's look at how to contact the operator:

1. Online chat. Use the feedback channel on the official Tele2 website on the Internet. To write a request to the chat, it is not necessary to log in to your personal account. Go to the operator’s website, in the main menu, select the technical support section in the top panel of the workspace. In the window that opens, click on the “Online chat” item. Click on the button to write a question. After this, the chat menu will open, write down the problem in detail, and send a request for consideration.
2. Messengers. The provider provides fast service in the popular instant messengers WhatsApp and Viber. You can write a message to the number +7977 900 9000.
3. Social media. 24/7 user support is provided in the official social networking community VKontakte and Odnoklassniki. Use the search service to find a group.
4. Email. Write an email to [email protected] . Please note that when using this method you will have to wait longer for a response. Tele2 email is suitable for inquiries and complaints.

If you do not have Internet access, contact company representatives in person. Visit the nearest provider service office in your city. Take your passport and ask a free employee for help.

Where to complain about Tele2?

If the operator has not fulfilled the requirements specified in the complaint or has completely ignored it, he will have to contact government authorities to restore his rights by writing a complaint to Tele2. It is important to file a complaint with the competent authority authorized to consider the issue of interest. Otherwise, the complaint against Tele2 will be forwarded to another government agency, and the applicant will waste time.

Roskomnadzor

This organization is authorized to consider complaints about the quality of cellular communications from Tele2 and the Internet. You can contact Roskomnadzor in the following ways:

• send a complaint by mail to the address: 109992, Moscow, Kitaygorodsky pr., 7, building 2;
• Contact the nearest Roskomnadzor office 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.

Rospotrebnadzor

If the provisions of the Law on the Protection of Consumer Rights are violated - money is written off without reason, the quality of services is poor, employees behave incorrectly, etc., you should write to Rospotrebnadzor. This organization considers the bulk of complaints against cellular operators. The complaint will be processed faster if you contact the branch of your region, but you can also contact the main branch directly.

The following methods of contacting Rospotrebnadzor are available:

• Call: unified consultation center - 8 (800) 555-49-43.
• Write to the Virtual Reception.
• Send a claim to Tele2 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.

Federal Antimonopoly Service

Regarding mobile operators, the FAS monitors the implementation of legislation on advertising and competition. Accordingly, you can complain to the FAS about advertising that is untrue or misleading regarding the characteristics of services, as well as spam from Tele2. You can contact the FAS in the following ways:

• come in person to one of the nearest branches. Information about the territorial bodies of the FAS can be found here;
• send a complaint to the address: 125993, Moscow, st. Sadovaya-Kudrinskaya, 11, D-242, GSP-3;
• write by email;
• use the electronic application form.

Learn more about the procedure for contacting the FAS.

Prosecutor's office

If Tele2 committed a serious criminal or administrative violation of the law, or if the regulatory government agencies to which the complaint was filed are inactive, you should complain to the prosecutor's office.

Read more about the procedure and features of contacting the prosecutor's office.

Court

You should only sue Tele2 if the problem is quite serious (for example, a significant amount has been debited from the account or the subscriber’s personal data has been disclosed), and the above-mentioned authorities have not helped. It should be remembered that if the trial is lost, the applicant will not only not restore his rights, but will also be obliged to reimburse the defendant’s legal costs.

A statement of claim is written to the court, which is considered in accordance with procedural law. You should contact a magistrate or the district court at your place of residence, depending on the nature of the dispute.

Legal nuances

Sometimes it comes to filing a lawsuit. This can be called a last resort, but, unfortunately, this happens.

The reason, for example, could be the unsatisfactory performance of the security service in the tele2 communication system. It may allow cases of online fraud and other equally serious mistakes that indicate poor quality of the company’s activities. In the absence of the expected results, when the user contacts the cellular company itself or further to federal departments, the applicant remains to take the next step - file a statement of claim in court.

It has been noted in judicial practice that such procedures do not occur quickly. Among other things, you need to carefully prepare for them. With good preparation, including the correct filing of a claim and the provision of a strong evidence base, a successful outcome for the plaintiff is guaranteed with a high probability.

How to file a complaint against Tele2?

The complaint is filed and considered in accordance with the requirements of Federal Law No. 59-FZ dated May 2, 2006 “On the procedure for considering appeals from citizens of the Russian Federation” (hereinafter referred to as the Law on Citizens’ Appeals). Thus, according to Article 7 of this law, a written appeal must contain:

• the name of the government body to which the application is sent, or the full name and position of a specific official;
• Full name of the applicant;
• the postal address of the applicant where the response to the complaint will be sent, and in the case of an electronic appeal - the email address;
• the essence of the complaint;
• list of applications;
• date and signature.

In addition, the complaint cannot contain obscene language, insults or threats, otherwise it may be left unanswered. In general, the appeal is drawn up in free form; there is no normatively approved template for complaints to public authorities.

In general, a complaint is written according to the same rules as a claim, but with some differences:

• the header indicates the name of the government agency to which the appeal is sent;
• the title of the document is “Complaint”;
• the descriptive part also sets out the result of communication with the telecom operator;
• instead of the demanding part, a petition part is drawn up, which sets out requests to the government body: to conduct an inspection, terminate the contract, restore rights, etc.

Sample complaint

Contact from roaming

If the user is located outside the Russian Federation, then the single short combination will not be valid. To get an ambulance, call +79515200611 . Customer service is provided as standard. Outgoing calls are not subject to tariffs only for Tele2 subscribers. When making a call from a SIM card from another cellular provider, the cost of a minute of conversation will be determined by the established tariff plan and the current location of the user.

Terms and procedure for considering a complaint

The procedure for considering complaints by public authorities is regulated by the above-mentioned Law on Citizens' Appeals, according to which a written complaint, regardless of the method of filing it, is considered within 30 days from the date of registration. In exceptional cases, this period may be extended by another 30 days with mandatory notification to the applicant.

If necessary, based on the facts specified in the complaint against Tele2, the government agency conducts an inspection, including a personal visit, requesting documents, etc. If a violation of the law is detected, an order is issued to eliminate the violations: to terminate contracts, return funds, stop using advertising materials, etc.

Roskomnadzor

Roskomnadzor is a service that monitors the work of organizations engaged in activities in the field of communications and communications. You can contact the service this way:

• personal visit;
• filling out the form online on the service portal;
• via email to;
• by phone;
• by mail.