PRODUCE opacity, unfair & abusive terms in mobile contracts

E.K.POI.ZO. participated in the recent EETT public consultation and expressed its refusal, regarding the amendment of the General License Regulation and the introduction of a "(price) adjustment clause", at the request of the providers. Their categorical refusal was also stated by the Consumer Advocate and other Consumer Associations.

E.K.POI.ZO. onsignalthat the passing on of additional charges to consumers is impermissible and unfair, contrary to consumer protection legislation and 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:

• High charges. For years, our country has been among the countries with the most expensive mobile phone and data tariffs.
• 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 phone 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 provision – low speeds on the internetwork[2], deviations between actual and nominal speed and frequent interruptions.
• Unfair commercial practices (misleading advertisements) regarding the availability of products, resulting in unclear and correct information to consumers.
• Delay in requests.
• Constant harassment from collection agencies.
• Arbitrary activation 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.