Where to complain about Rostelecom: filing an application, going to the prosecutor's office or going to court

In what situations is it appropriate to file a complaint?

Subscribers periodically encounter some problems, but the most common complaints are:

Raising tariffs without prior notification to subscribers.
Inadequate provision of services: low Internet speed (even at such tariffs that imply high-speed Internet), connection breaks, extraneous noise and other technical problems.
Impolite or unprofessional attitude of company employees towards subscribers. Most often, it is an inability to contact the operator or an unanswered request.
The discrepancy between the actual service provided and the conditions specified in the contract, as a rule, most often there are disagreements regarding Internet speed.
Lack of certain services specified in the contract.

Every citizen should read their contract as carefully as possible. It is especially important when it comes to the rights and obligations of both parties. Perhaps some service is provided only within the framework of a more expensive tariff, and not the one that the subscriber uses.

First of all, it is necessary to eliminate the possibility of such misunderstandings, and only after that, when it is established that the service was provided in bad faith, can you write a claim or complaint.

What is the basis for a complaint?

In fact, complaints from users of any company come quite often. A complaint against Rostelecom can be filed if the client is dissatisfied with:

quality of service provision (the network signal disappears, the TV stops showing, line breaks occur);
unscrupulous work of support service representatives: they refuse to fix problems, delay restoration work, impose unnecessary services, carry out unscheduled work, etc.;
an unjustifiably high unilateral increase in tariff costs.

Here is a clear example when Rostelecom considers a complaint justified.

Complaint against Rostelecom via the Internet

In the modern world, people can solve many problems through the Internet. There is nothing surprising about this. This eliminates the need to look for an organization and stand in line, which means you can save a huge amount of time. Filing a complaint against the work of Rostelecom is not an exception. This is why the company’s official website exists. You can submit a complaint online as follows:

Go to the company’s official website and find the “Feedback” section. In this menu, among other things, there is an “Ask a Question” form, which is exactly what the subscriber will need to contact you.
Next, a kind of mini-questionnaire appears, you need to fill it out. Fields such as full name, email, phone number, and the region where the subscriber lives are required.
After this, a field appears to describe the essence of what is happening, it is called the “Field for appeal”. The subscriber leaves his complaint here. You need to describe it briefly, without unnecessary emotions, so that the essence is clear.
When all this is done, all that remains is to agree with the processing of personal data. To do this, check the box at the very bottom after all completed lines. The final moment is to click on the “Submit” button, this means that the application has been accepted for processing.

Contact options

In addition to an online complaint, there are other ways to oblige the provider to compensate for moral and material damage. If there are problems with the telecommunications system, you can use a slightly different approach:

Firstly , a Rostelecom subscriber has the right to file a written complaint against company employees, poor service and illegal debiting of funds simply by sending a registered letter to the company’s address.

Below is a list of addresses where you can contact this telecommunications company. And Rostelecom, sadly enough, is famous for its poor service and unilateral price increases for services that are not always connected:

Secondly, call the hotline and express your dissatisfaction with a company employee who is obliged to resolve the problem.
Thirdly , the client can complain about the quality of service on social networks. As a rule, Rostelecom employees monitor negative comments, because no company wants to spoil its reputation and lose users.

Go to thematic groups, forums and tell your friends about the problem that has arisen. This will be an additional signal for the company’s management to notice that the number of users is decreasing, and ultimately pay off all its “debts” that arose due to poor attitude towards the provider’s subscribers. Now social networks (Vkontakte, Instagram, Telegram and others) play an important role in promoting Rostelecom services, which means mass negativity and constant unsubscribes will force employees to change their attitude towards users.

The period for consideration of a complaint is two months from the date of sending. After this time (if there is no response), the client can contact government authorities. It turns out that the best way is to contact Rostelecom in writing, since a letter without a response is an official confirmation.

Complaints about poor service

As in any other issue, you first need to file a complaint with the company’s management, and only after that, if proper measures have not been taken, to higher authorities. If you go the opposite way, then at some point you can simply receive a reply that no contact with management was recorded, that is, the subscriber did not try to resolve the issue on the spot.

To exclude this possibility, you must send a complaint to management. There are several possibilities for this:

Sending a registered letter with notification via Russian Post. The subscriber writes a letter in any form where he describes his claim. The letter is sent either to the territorial representative offices of the company, or to the main office, which is located at the address: Moscow, st. Goncharnaya, 30, building 1, index 115172.
The same complaint can be sent electronically; there is a feedback form for this.
A free hotline at 8-800-100-08-00 also accepts complaints from subscribers.
Recently, writing complaints on social networks has become widespread. It is especially effective to do this on Odnoklassniki, VKontakte, Facebook and others. On the official website of Rostelecom you can easily go to any selected social network: recognizable icons can be easily found at the bottom of the page.

How to file a complaint

The complaint does not have a clear structure, but there are rules - if you follow them, the risk of refusal to consider will be minimal:

Do not send a complaint anonymously - Rostelecom has the right to ignore such a complaint.
Be sure to leave full contact information and indicate which method of communication you would like to receive a response by.
Describe the situation as calmly as possible. Swearing, rudeness and swearing will immediately send your complaint to the trash - certain expressions or threats may give Rostelecom grounds not to consider the appeal at all.
Describe the situation as completely as possible - dates, names, contract numbers. Refer to the laws and the contract - what was violated, how, and how you suffered from the company’s actions.
Attach legally obtained evidence of the violation - warn a Rostelecom employee if you are going to record it on a voice recorder or shoot a video, otherwise the file may not be accepted as a basis to satisfy your demands. A copy of the contract that is violated by the company can also serve as evidence.
Make a request, not a demand. There is a difference in law between a complaint and a claim. For the first time, you submit a complaint to Rostelecom, and in it you need to write a request to sort out the situation or resolve the issue in a legal way (write in what manner). If you submit an appeal again, this is already a claim, and there you can and should clearly list your requirements and the consequences for the company if it does not fulfill them (for example, that you will file an application with the prosecutor’s office or go to court if there is no response).
Please indicate exactly who you are writing to. Usually this is the director of the regional representative office of Rostelecom, or the director of the company in general. You can find out who to write to (in the header) in Rostelecom itself.
Do not forget about the signature and date, and also include after this a line with a list of attached documents or evidence.
Make two copies of the complaint if you do not send it via the Internet, and save all information about the forwarding/transfer of the appeal.
When submitting a complaint to other departments, as evidence, attach a refusal from Rostelecom/other department, or other confirmation that you sent a complaint and were not answered (receipts from the Post Office, a screenshot with date and time, etc.) on time.

Review period

Subscribers sometimes feel that an application, and especially a complaint, takes too long to be considered. However, a certain period is legally established for this, and it should not exceed 2 months. This is already the deadline for a citizen to receive an answer.

If after this period there is no reaction from the company’s management, then the subscriber can contact higher authorities with a clear conscience. It is in order for the appeal to be accepted there that a sequence of actions is necessary. In other words, when contacting a higher authority, a citizen will have confirmation of his useless appeals - a notification that Rostelecom has received his letter. For this reason, it is believed that sending a letter by mail is the most effective option, after which the citizen has some kind of proof.

What to do if nothing helps solve the problem

Before using administrative resources to solve your problems, be sure to try to resolve the situation peacefully.

Write a claim that should include:

Date and time the problems occurred.
Nature of the problem.
The reaction of technical support if an attempt was made to establish contact with it.
Evidence for your position.
Requests or demands.
Applicant's contact details.
Legal acts that set out the grounds for filing a claim.
The name of the institution you are applying to. Add the name of the company director.
The way you want to receive the answer.
Signature and date of writing the text.

After submitting a consumer complaint, you must wait ten days. Keep the receipt you receive from the postal service so that you can later prove in court your attempt to resolve the matter amicably. This will be an excellent argument if the company wants to avoid fulfilling its obligations.

Institutions for subsequent complaints

If the appeal to the company management was ignored, then you need to act in the following sequence.

First, a complaint is filed with Rospotrebnadzor. This is the Federal Service for Supervision of Consumer Rights Protection and Human Welfare. One of its main functions is to monitor the quality of services provided, including the level of communication quality.

Alternatively, there is another service that directly deals with supervision in the field of communications and information technology - Roskomnadzor. Both of these organizations not only accept subscribers’ complaints, they also consider them and check the information received. This gives them the opportunity to establish the fact of violation of consumer rights, that is, an administrative violation.

In order to contact Rospotrebnadzor, you must:

Open the official website of Rospotrebnadzor, the “Citizens' Appeals” field.
After clicking on the “Continue” button, you will need to decide how the application will be submitted - with or without authorization.
The final stage is filling out the form and stating the essence of the claim.

You can send an appeal to Roskomnadzor in approximately the same way:

Go to the official website of Roskomnadzor.
Next, it’s easy to find the inscription “Personal Data Portal”, and then also “Appeal from Citizens”.
The result of the actions taken will be the opening of the “Electronic form” link, where you will need to select the subject of the appeal. Among the impressive list you need to find “Complaints about the provision of services.” First of all, personal data is indicated: full name, region of residence of the subscriber, his email for sending a response. Then the complaint itself is described, it can be added that the appeal to management was ignored. To send a complaint, you need to click on the “Submit” button.

Both of the above organizations work quickly, processing applications takes no more than 30 days from the date of registration. Despite the fact that these organizations have hotline numbers, it is better to refrain from such a call. Experience shows that such requests are not considered in contrast to written applications sent with notification or submitted online.

Where else can I write?

Unfortunately, communication with Rostelecom does not always lead to a solution to the problem: the request may be answered with an unsubscribe or ignored altogether. In this case, you should complain to the competent government agencies.

Roskomnadzor

Roskomnadzor considers complaints about the quality of communication services if the operator has not responded to the complaint. The complaint is drawn up on the basis of the complaint to Rostelecom, but with the addition of correspondence with the company: the complaint and the response to it.

You can send a request to Roskomnadzor:

by mail: 109992, Moscow, Kitaygorodsky pr., 7, building 2;
give 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.

FAS

The Antimonopoly Service monitors the company's pricing policy and compliance with advertising laws. You can complain about Rostelecom to the FAS if the tariffs were unreasonably inflated or the advertising of Rostelecom’s services does not correspond to reality.

Read more about contacting the FAS in our article.

Rospotrebnadzor

When working with telecom operators, the powers of Rospotrebnadzor are greatly limited. The fact is that relations regarding communication services are regulated by communications legislation, which is special in relation to the Law on the Protection of Consumer Rights. Therefore, a complaint against Rostelecom to Rospotrebnadzor will most likely be forwarded to Roskomnadzor or the FAS.

You can write to Rospotrebnadzor only as an additional measure. You can contact Rospotrebnadzor in the following ways:

call: unified consultation center - 8 (800) 555-49-43;
write to the Virtual Reception;
send an application 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.

Prosecutor's office

The prosecutor's office considers any complaints about violations of the law, if they do not fall within the competence of the above-mentioned organizations. In addition, you can contact the prosecutor's office if Roskomnadzor or FAS are inactive.

We have a separate article about what nuances there are when contacting the prosecutor’s office.

Court

It makes sense to go to court with a statement of claim if it was not possible to resolve a material dispute with Rostelecom. For example, if the company refuses to return overpaid amounts. On the one hand, the claim can include additional demands for payment of penalties and compensation for moral damage. On the other hand, if the case is lost, the applicant will not only not return the money, but will also reimburse Rostelecom for legal expenses.

Therefore, the claim must be drawn up professionally and legally justified.

Federal Antimonopoly Service

FAS is an executive body whose function is to adopt regulatory legal acts, as well as control in the field of compliance with antimonopoly legislation. To put it simply, the organization regulates competition in economic relations and interrupts any manipulations that harm healthy competition.

This is where it is advisable to complain about the following issues:

Increasing prices for communication services, which are unlawful from the point of view of subscribers.
Presence of intrusive advertising in the form of SMS messages.
Failure to comply with the rules for the abolition of surcharges for roaming within the network.
Substitution of tariffs without the knowledge of subscribers, especially refusal to provide unlimited tariffs.

A complaint to the FAS can be sent in the following ways:

A letter sent via Russian Post to the address: Moscow, st. Sadovaya-Kudrinskaya, 11, index 125993. This must also be a registered letter with notification.
Email sent to the following address: [email protected]
A complaint filed in a special form on the official website of the FAS in the “Complaints” section. Then everything follows the standard pattern: entering personal data, describing the problem, clicking the “Submit” button.

In ordinary cases, consideration does not take longer than 30 days, but in particularly complex issues it may take up to 60 days. The period is counted from the moment the application is registered.

Official pages on social networks

You can also complain about Rostelecom through social networks. Just do it differently than most people do. Many dissatisfied customers like to leave angry reviews on the Internet. A lot of negativity can also be found on third-party resources that have nothing to do with the provider. This way of venting your frustrations does no one any good. Therefore, on the pages of the TelecomDom website, moderators do not allow such comments to be published.

To solve any problem that arises, it is better to contact the provider directly. Here are links to social networks that can be used as an additional opportunity to “reach out” to company employees:

VKontakte - https://vk.com/rostelecom
Facebook - https://www.facebook.com/Rostelecom.Official
Odnoklassniki - https://ok.ru/rostelecom.official
Youtube - https://www.youtube.com/user/rostelec

Experience shows that there is no guarantee that a claim via social networks will be considered promptly. But as an additional signal for company managers, it is still worth a try. When there is public outcry and quite a lot of negative feedback accumulates, the provider begins to feel the urge to fix the customers' problem.

Prosecutor's office

This organization oversees compliance with the Constitution of the Russian Federation and the implementation of laws in any sphere of human activity and in any region of the country.

Sometimes contacting the prosecutor's office becomes the only hope after everything has already been tried and if nothing has helped. In case of any infringement of the subscriber’s rights, refusal to take action, or simply inaction of employees, you can contact the prosecutor’s office. Depending on the violations committed by the company, you can refer to different articles of the Criminal Code of the Russian Federation.

Of course, for this you need to have an evidence base. An appeal to the prosecutor's office can also be sent by mail or written in the feedback form on the prosecutor's office website. Consideration of citizens' questions takes a standard period of 1 month from the date of registration.

How to correctly write a complaint to Rostelecom

The form of appeal depends on the specific body to which the appeal is made. The main thing that the client must pay attention to is that the complaint must be sent to the regional office. At the federal level, such requests are considered extremely rarely. All information regarding the rules for filling out the form can be found on the website of the required organization.

Court

Going to court can be called a last resort in seeking justice. A statement of claim is very serious; it indicates determination on the part of the subscriber. Such treatment should occur in the following cases:

Termination of a contract with at the initiative of a dissatisfied subscriber, when the company does not satisfy this requirement and arbitrarily extends the contract.
The subscriber demands a refund for unprovided or low-quality services.
The subscriber wants to receive compensation for moral damage.

From all of the above, we can conclude that going to court is necessary in cases where the subscriber has suffered any harm.

Rospotrebnadzor: consumer protection

Violation of the terms of the concluded agreement is grounds for contacting Rospotrebnadzor. A complaint against Rostelecom is submitted either electronically or on paper. The authority does not consider anonymous requests, so you must provide contact information.

Transfer is carried out in one of the following ways:

Write a complaint about service, via the Internet or telephone, and send it to the head office address.
State the essence of the problems in an online form on the Rospotrebnadzor website. Registration is possible both with and without unified identification and authentication.

Consideration of a complaint against Rostelecom is carried out in the standard manner provided for by Federal Law No. 59.

Complain about bad service

A complaint is an official document, so its preparation requires certain rules. This concerns, first of all, the writing style - only a business style of writing is allowed, without emotional overtones, abbreviations, slang or profanity. There is no need to allow unnecessary sentences; conciseness is necessary here.

The complaint does not have any established form, but must contain the following points:

The full, correct name of the organization and the name of its head to which the complaint is being sent.
Full name, address and current telephone number of the citizen filing the complaint.
The document must be named: if it is a complaint, then that is how it is written. Next, in free form, you must indicate the circumstances under which the violation of rights was noticed, the essence of the appeal, as well as the request to take measures to correct the situation.
In conclusion, a signature and date are always placed (it must be indicated at the time of drawing up the application).

Every person has the right to receive quality services, especially if he pays for them with his own money. If the services provided do not correspond to the stated parameters, then the subscriber has every right to seek help from higher authorities, especially when the company’s management is inactive.

Companies engaged in providing services to the public, for their part, must take care of their quality. Among the huge number of subscribers, there will always be people who are dissatisfied with some parameters of the services or communication with employees. Management must first take care of the company's reputation and immediately put an end to any disagreements.

FAS

The Federal Antimonopoly Service accepts claims of unjustified tariff increases and fraud with customer funds.

Your application must contain the following information:

Full legal name FAS.
Full name, your address, telephone number.
The essence of the complaint.
Date and signature.

It would be a good idea to attach documents and other materials to the complaint that confirm the validity of your claim.

You can send a letter to the following address.

Complaints are accepted via the Internet in three ways.

Your request must be reviewed and responded to within one month. In some cases, the review period is extended to two months.

Important points

The most important rules when drawing up a claim document are:

A business presentation of an official document, since it is possible to read out fragments for presentation to third parties or third parties during court proceedings.
Do not use offensive phrases and threats as an offense, fraught with a counterclaim up to the Criminal Code of the Russian Federation.
Use verified, undistorted facts, without speculation. Otherwise, this is fraught with a lawsuit for libel.

A fully prepared claim is sent for transfer to the court that has been selected to consider the issue. Initially, the transfer is carried out by the plaintiff, representative or Russian Post. The most optimal is method No. 1, since during a personal visit it is possible to supplement the claim and documentation if missing elements and information are identified.

What other methods of communication exist?

The easiest way to provide feedback is to call the company's hotline. If you need an urgent solution to a problem or get an answer, you need to call: 8.

After the voice menu explains to you which items you can select, we transfer the call to a live specialist on your issue. Waiting for a response may take a little longer if the line is busy and there are a lot of calls. But the call is free, so the wait will not be burdensome for your personal account. After the answer, you can ask questions and communicate without waiting.

Prepare for the call, formulate all the questions you wanted to ask, you can write them down so you don’t forget.

The client can also personally visit the nearest provider’s office. The company's website has a map where you can see which branch is closest to your home or place of work.