PRODUCE opacity, unfair & abusive terms in mobile contracts

E.K.POI.ZO. participated in the recent EETT public consultation και διατύπωσε την άρνησή της, αναφορικά με την amendment του Κανονισμού Γενικών Αδειών και την εισαγωγή “ρήτρας (τιμαριθμικής) αναπροσαρμογής”, κατόπιν αιτήματος των παρόχων. Την κατηγορηματική άρνησή τους δήλωσαν επίσης μεταξύ άλλων ο Συνήγορος του Καταναλωτή και άλλες Ενώσεις Καταναλωτών.

E.K.POI.ZO. pointed out that the passing on of additional charges to consumers is impermissible and unfair, is against consumer protection legislation and is inconsistent with the already difficult financial situation experienced by thousands of households in Greece[1]. It should be noted that the majority of electronic communications providers have recently announced an increase in profits.

E.K.POI.Z.O. has identified in recent years and pointed out, both to EETT and the competent Ministries, the most important issues and pathologies concerning the electronic communications industry in general, as it receives an extremely large number of complaints. In recent years, this sector has been consistently in the first positions in complaints after banks and energy.

The problems concern:

• Υψηλές χρεώσεις. Η χώρα μας συγκαταλέγεται εδώ και χρόνια μεταξύ των κρατών με τα expensiveτερα τιμολόγια στις τιμές κινητής τηλεφωνίας και data.
• Lack of competition/oligopoly situations. Our country is ranked as the least competitive among the EU-27 and OECD countries.
• Lack of comparability and opacity of various packages, resulting in confusion among consumers.
• Account disputes.
• Unfair and Abusive terms in mobile telephony contracts. Obscure, complex and technical terms not at all consumer friendly (fine print).
• Insufficient pre-contractual information.
• Lack of interest from providers for advanced network infrastructures.
• Poor service delivery – slow internet speeds[2], deviations between actual and nominal speed and frequent interruptions.
• Αθέμιτες εμπορικές πρακτικές (παραπλανητικές διαφημίσεις) ως προς τη δυνατότητα διάθεσης των productof, resulting in unclear and correct information to consumers.
• Delay in requests.
• Constant harassment from collection agencies.
• Arbitrary activation of services.
• Long delay and/or no crash recovery.

What we recommend for the telecommunications sector:

1. Substantial supervision by EETT for the benefit of both sides: consumers - telecommunications providers.
2. Modernization of the legislation on competition in the field of electronic communications in Greece, which currently belongs to the exclusive competence of EETT, so that the Competition Commission, institutionally assumes the exclusive competence in the field of telecommunications and in particular in the control of mergers.
3. Upgrading the services provided through New Generation (FTTH) networks.
4. Entry of new telecommunications providers.
5. Observance by providers of the basic principles governing the formulation of tariffs, namely cost-orientation, transparency, simplicity and equal treatment.
6. Reduction of property tax and VAT and abolition of the mobile telephony fee. Greek subscribers are the only ones in Europe who pay the "mobile telephony fee".

 

In conclusion, communication is of major social importance to consumers and plays an important role in socio-economic development, both globally and nationally. It must also be based on European values ​​— where no one is left behind, everyone enjoys freedom, protection and justice, and it is in tune with the challenges associated with the EU's digital transformation.[3] It is noteworthy to mention that the internet penetration rate in Greece is over 84,0% of the total population which reflects the digital transformation that is taking place.