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"World Consumer Day brings out the important part that consumers need to play to defend their rights. Significant progress has been achieved in the Greek telecommunications and postal market: consumers have strengthened their position, they claim their rights and enjoy new affordable services of improved quality. ΕΕΤΤ, having the required mechanism, shall continue to act on its commitment to protect consumers and keep them constantly informed."
This was stated by the President of the Hellenic Telecommunications and Post Commission (ΕΕΤΤ), Professor Nikitas Alexandridis, on Wednesday, March 15th, 2006, World Consumer Day, pointing out the important part played by EETT, as the regulatory authority, in the operation of the markets in a competitive environment to the benefit of consumers.
 
It is pointed out that EETT, has set up the Consumer Service Sector, aiming at informing consumers and solving the problems these face with regard to telecommunications and postal services. Further, EETT processes a significant number of consumer complaints it receives from the Consumer Secretariat General of the Ministry of Development pertaining to the above issues.
 
In 2005, the Consumer Service Sector completed 3 years of efficient operation during which it received 11,990 telephone and 7,960 written requests/ complaints. 
 

Further, in 2005 in particular, the Consumer Service Sector received 4,896 written requests/ complaints, showing a 149% increase as compared to 2004.  
 
In terms of mobile and fixed telephony, the majority of issues regarded fixed and mobile telephony Carrier Preselection and Number Portability, as well as account dispute, provider obligations, quality and availability of certain services.
 
With regard to radio frequency spectrum, most issues concerned mobile telephony antenna licensing and interference. With regard to the Internet, the issues raised mainly concerned the assignment and management of [.gr] domains. 
 
Lastly, a small part concerned postal services, and the issues raised regarded the quality of services provided and the performance on behalf of postal undertakings of their obligations.
 
The classification of written requests/ complaints and the change in their respective percentages is given in Table 1 and Chart 2.

 

Table 1

Categories of Consumer Requests/ Complaints for the period 2003-2005

Category

2005   (%)

2004   (%)

2003   (%)

TELECOMMUNICATIONS SERVICES

93

90

95

Spectrum

(antennas and interference)

36

54

35

Internet

(service availability and tariffs)

11

7

29

Mobile Telephony

(service availability, quality and tariffs)

5

10

15

Fixed Telephony

(service availability, quality and tariffs)

40

18

14

( gr .) Domains

1

1

2

POSTAL SERVICES

1

2

3

GENERAL INFORMATION

6

8

2

 

Further, in 2005 the Consumer Service Sector received 6,702 telephone requests/ complaints, increased by 129% as compared to 2004. The subject classification of the calls is given in the following chart.

       

For more information contact Ms. M. Karakitsou, Head of the Public Relations Department, at 210 615 1124, e-mail:  Marilena.K@eett.gr