Where can I complain about illegal actions of Rostelecom?

One of the leading telecommunications companies in our country is Rostelecom.
This company provides communication services to the population: Internet, television, landline and mobile communications. It is also possible to connect the Smart Home system. The company's services meet all security requirements.

The company's services are used by about ten million subscribers. To ensure high-quality user service, a special service is required - Rostelecom support. In this article we will tell you how you can contact the company’s technical support.

Where to contact

If a malfunction occurs, the subscriber can complain in one of the following ways:

• submit a written complaint about the company’s work to management (send by registered mail or submit in person);
• write on the provider’s official website via the feedback form;
• call the hotline number – 8-800-100-08-00;
• through social networks.

Important! The maximum period for consideration of an application is 60 days. If after two months the subscriber’s problem has not been resolved, you should file a complaint about the service with government authorities.

You can complain to the following authorities:

• to Roskomnadzor;
• to Rospotrebnadzor;
• to the Federal Antimonopoly Service;
• to the prosecutor's office;
• How to write a complaint against a provider

The subscriber also has the right to file a claim in court demanding compensation for material losses caused by inadequate quality of services and compensation for moral damage.

In what cases does Feedback work?

Why does the client need feedback, what can he use it for? In fact, there are many scenarios for using this option; we note the most common:

1. The subscriber wants to change his tariff plan.
2. There is a need to connect additional options and services.
3. Request a call back to resolve the issue with an operator employee.
4. Get detailed information or to clarify the company's services.
5. Make a complaint about the unacceptable quality of TV broadcast or Internet speed.
6. Leave a request to connect new services.
7. Ask questions about services that are not covered in the “Q&A” section.
8. The issue needs to be resolved, but there is no desire to talk on the phone with employees.

It is worth considering one nuance of how feedback works: processing each incoming request takes some time. The client can receive a response within ten minutes, and if there are a lot of requests, then within an hour, it all depends on the workload of this feedback channel. If a question requires an immediate answer and solution, then it is better to call the customer service hotline.

To correctly compose a letter, you should follow the rules of business correspondence: present information correctly and structured, avoid profanity and abbreviations.

The document must contain the following data:

• name of the organization to which the claim is sent;
• Subscriber's full name, contact details, contract number;
• clearly stated claims and justification by facts;
• links to laws and regulations;
• requirements for the organization and proposals for resolving the situation;
• date and signature.

Legal advice! It is better to prepare the paper in two copies and leave it at the company office during a personal visit. Thus, you will have a copy of the document with an acceptance mark in your hands.

The completed application should be sent to the regional branch of the company:

• Capital branch of PJSC Rostelecom - 115172, Russian Federation, Moscow, st. Goncharnaya, 30, tel. (for subscriber claims); tel. (Common department).
• St. Petersburg branch - 191002, Russia, St. Petersburg, st. Dostoevsky, 15; tel..

A complete list of branches in the regions can be found on the website https://www.rostelecom.ru/regions/.

An example of a claim to Rostelecom is provided for review below (zhaloba-na-Rostelekom-1)

Complaints about the quality of work of a telecom operator and Internet provider can be submitted to the complaints department through the company’s official website. The algorithm of actions is as follows:

1. Go to the website www.rt.ru.
2. In the upper right corner of the screen, find the region selection window and indicate your location (see Figure 1).
3. Then scroll down the page, find the “Our Contacts” block and select the “Feedback” section (see Figure 2).
4. After this, a form for leaving a question or complaint will appear on the screen (see Figure 3).
5. You will need to fill out the “Subject” and “Text of Appeal” fields and leave your contact information.
6. It is possible to attach a document with a size of no more than 500 KB.
7. After this, you need to check the specified information and fill out a special field, duplicating the text from the picture.
8. Click the “Submit” button.

Figure 1 Figure 2 Figure 3

Filing a claim online

The fastest way to get something from a company is to write to the customer support department. The form can be found by clicking on the “Feedback” link at the very bottom of the main page of the Rostelecom website.

It will need:

1. Print information about you - contact phone number, email, first and last name, etc.
2. Select the subject of the appeal from the drop-down menu.
3. Select from the drop-down menu the service that you use from Rostelecom and which you are not satisfied with.
4. Print your message (no more than 2000 characters).
5. Attach evidence, documents, photos, etc.

If your story does not fit into 2000 characters, you can send it in attached files as a separate document in compliance with the formatting rules.

Important! The company may not accept a complaint attached in this way, since by law, remote requests cannot be longer than 2000 characters. However, most often it is still considered, or they are asked to choose another method of transmitting information.

Social media

Complaints about Rostelecom’s work can be left on the pages of the company’s official communities on social networks:

• VKontakte - https://vk.com/rostelecom.
• Odnoklassniki - https://www.odnoklassniki.ru/rostelecom.official.
• Facebook – https://www.facebook.com/Rostelecom.Official.
• Twitter - https://twitter.com/#!/Rostelecom_News.

As evidenced by reviews, the time frame for considering citizens' appeals is not regulated and the wait for a response can take a long time. Subscribers of the company can submit such complaints only for the purpose of creating a public outcry, while in order to receive an official response, they must submit a complaint to the legal or email address of the company.

History of service development

Rostelecom has been present on the communications market since 1993. In 2005, several regional operators were united into a single Utel brand, which became widespread throughout the country. In 2012, Rostelecom merged with the company. In 2014, the provider merged assets with another cellular operator Tele2, which made it possible to provide wider coverage.

As a result, today Rostelecom is a prime example of what a virtual operator is. After all, in fact, it provides communications to its customers through Tele2 base stations.

Roskomnadzor

According to Articles 4, 6, 18 of the Federal Law “On the Protection of Consumer Rights”, the telecom operator is obliged to provide high-quality services and carry out repair work if problems arise. If the provider does not fulfill its obligations, the subscriber has the right to complain about his actions to Roskomnadzor.

There are several ways to file a complaint against an Internet provider with the Federal Service for Supervision of Communications, Information Technologies and Mass Communications:

1. Fill out the application in writing and submit it in person or send it by letter with an inventory and notification of delivery to the address: 109074, Moscow, Kitaigorodsky Ave., 7, building 2 or to the nearest regional office.
2. Submit a claim electronically to the address - [email protected]

The response period is 30 days.

Tariff plan “For unlimited”

Surprisingly, this is not enough for some particularly active Internet users. There are people who consume video content in immeasurable quantities. They endlessly watch Youtube, surf the Internet not only all day, but also all night.

The following options are available for them for only 350 rubles per month:

• The maximum possible package of free minutes is 500.
• All the same 50 free SMS.
• Completely unlimited Internet throughout the country.

Federal Antimonopoly Service

The FAS is considering issues of unauthorized tariff increases and financial manipulation.

In a letter sent by mail or fax, you should indicate:

• the name of the government agency to which the letter is submitted;
• Full name, address, contact telephone number of the applicant;
• the essence of the appeal;
• date and signature.

The application may contain supporting documents or materials on the case.

Letters should be sent to the Central Office of the FAS Russia at the address: 125993, Moscow, st. Sadovaya-Kudrinskaya, 11, D-242, GSP-3.

You can also contact the FAS with a complaint about the work of Rostelecom in electronic form:

• through the official website of the FAS Russia - https://fas.gov.ru;
• through the public services portal - https://www.gosuslugi.ru/;
• by sending an email to [email protected]

Consideration of citizens' appeals is carried out within a period of up to 30 days (with the possibility of extension in exceptional cases up to 60 days).

Additional options

Rostelecom has a number of advantages over other operators. Today there are several promotional offers and rules that have become basic for current tariffs, which simplify the use of communications and make it very profitable.

Among them:

1. The ability to exchange unused minutes for gigabytes to surf the Internet longer - for limited tariff plans. 100 minutes equals one GB of traffic.
2. Option to transfer all unused package components to the next month: if you haven’t used all 200 minutes, they are added to the next paid package. If you didn’t use all 20 gigabytes, in the next month you will have more Internet for exactly the remainder of the traffic.

Important! The opportunity is provided by the company only if the subscription fee for the new month is paid without delay.

1. Promotion – free landline number. Applies to family communication tariffs. Very popular when you need to connect with the older generation who do not want to master smartphones.

Also, in all mobile tariffs, Internet traffic costs for popular communication applications are not calculated from the total number of gigabytes provided.

Rospotrebnadzor

A complaint about a violation of the terms of the provision agreement can be sent to Rospotrebnadzor. When submitting an application in writing or electronically, you should provide contact information for feedback. Anonymous letters according to the regulations are not considered.

You can contact Rospotrebnadzor in one of the following ways:

1. Deliver in person or send by letter with acknowledgment of delivery to the address: Vadkovsky lane, building 18, buildings 5 ​​and 7, Moscow, 127994.
2. Fill out the online application form by going to https://petition.rospotrebnadzor.ru/petition/. There are 2 options for submitting an application – with and without registration in the Unified Identification and Authentication Agency.

Applications from citizens are considered in accordance with Federal Law No. 59-FZ of May 2, 2006 “On the procedure for considering applications from citizens of the Russian Federation.”

Prosecutor's office

In accordance with the Federal Law “On the Prosecutor’s Office of the Russian Federation” dated January 17, 1992 No. 2202-1, every citizen has the right to contact the prosecutor’s office to stop the illegal actions of other persons and exercise their violated rights.

The application must contain the full name, passport details, place of residence and contact telephone number of the injured person, an indication of the person who committed the fraudulent actions, a detailed statement of the circumstances of the incident, a requirement to conduct checks and consider the issue of initiating a criminal case under Article 159 of the Criminal Code of the Russian Federation - “fraud”.

The application must be supported by evidence, which can be photos and documents. You will also need to indicate the amount of harm caused.

A complaint can be submitted in one of the following ways:

• send to the local supervisory authority by letter with an inventory of the contents or provide it in person;
• using the official website of the prosecutor's office through the feedback form - https://genproc.gov.ru/contacts/ipriem/.

The period for consideration of a complaint by the prosecutor's office is 30 days.

Mobile app

For greater convenience of its customers, Rostelecom has developed a mobile application, which, among other things, is an additional method (channel) of feedback. In fact, the application is analogous to the web version of your personal account.

To start using the application and new feedback features, the subscriber must perform certain actions:

1. Download the application from the official store in accordance with your mobile platform.
2. Install and run.
3. Log in with your data (the same as on the site’s personal account).
4. Activate the application menu, select the chat option.
5. We state your problem or ask a question in the field and send it.
6. We are waiting for the request to be processed, and after receiving a response we communicate in real time.

More information about review deadlines

Rostelecom has set a deadline for consideration of complaints of 60 days, while Federal Law N 59-FZ sets a maximum period of 30 days for providing a response to citizens' appeals. This causes misunderstanding among consumers. In reality the situation looks like this:

• The contract stipulates a period for consideration of claims of up to 60 days. If the subscriber has signed this document, you will have to wait 2 months for an official response.
• However, the Federal Law “On the Protection of Consumer Rights” sets a period of 10 days during which the subscriber’s requirements must be satisfied. Therefore, if after 60 days the company’s response is unsatisfactory or not received at all, the penalty will be calculated from the 11th day after filing the appeal.

Grounds for complaints

Now you need to decide whether you really need to send a complaint to Rostelecom. Perhaps the subscriber himself is to blame for the problem. Therefore, you should always send a complaint first to the company itself, and only then to the control authorities.

The main reasons for filing a complaint may be:

• Deterioration in connection quality due to reasons beyond the subscriber's control.
• Suspicion of data theft.
• Wrongful debits of funds or incorrect credits to the account.
• Increase in subscription fee without warning.
• Advertising of illegal resources.
• Disrespectful tone of an RTK employee when communicating with a client.

If at least one of the reasons concerns a specific person, he can send a complaint to Rostelecom or another body that is responsible for control in the field of communication services.