Consumers: 3565 results found Search results <![CDATA[NIS2 registration – post and electronic communications]]> /index.php/consumers/publication/nis2-registration---post-and-electronic-communications 2024-12-04 00:00 <![CDATA[ERGP press release - 27th plenary meeting]]> /index.php/consumers/news/ergp-press-release---27th-plenary-meeting 2024-12-04 00:00 <![CDATA[Open procedure with European publicity regarding the execution of a study of the postal end-user]]> /index.php/consumers/publication/open-procedure-with-european-publicity-regarding-the-execution-of-a-study-of-the-postal-end-user 2024-12-04 00:00 <![CDATA[Do interruptions as a consequence of planned works have to be compensated as well?]]> Yes, provided that there is an interruption of at least 8 hours.

]]> <![CDATA[How will the end-user receive the compensation?]]> Operators are - in the case of a financial compensation - free to determine the way in which they grant the compensation (this can be a credit note for instance, or it can be in the form of a discount on the amount of the fee on the invoice).

They have to communicate the manner of their choice to the end-users in a transparent manner.

When operators wish to compensate the subscribers (or users of prepaid cards) affected in kind (e.g. a free movie), they have to communicate this clearly and give the end-users the choice between this form or a financial compensation.  

]]> <![CDATA[Do end-users have to make a request in order to be entitled to a compensation?]]> No.

Save the case of prepaid cards, end-users do not have to request the compensation. It is the operators who have to take the necessary steps.

For operators to be aware of the interruption, it is in the interest of the end-users to immediately report interruptions to their operators.

This is especially so for mobile services, in which case only those customers who have reported the interruption, will receive a compensation.

]]> <![CDATA[Is there a legal compensation for mobile services?]]> Yes, provided that the mobile service suffers an interruption of at least 8 consecutive hours at the known billing address.

When a mobile antenna is down, that does not automatically mean that there was no coverage during at least 8 hours. For a big part of the territory is covered by more than one antenna.

In case of a prepaid card, the end-user has to request the compensation himself.

]]> <![CDATA[Are you always entitled to a legal compensation if there is an interruption of at least 8 hours?]]> There is no right to a legal compensation in case of force majeure or when the end-user himself is to blame for the interruption. 

]]> <![CDATA[Compensation for service disruption]]> /index.php/consumers/telephone-internet-tv/consumer-protection/compensation-for-service-disruption 2024-12-03 00:00 <![CDATA[Belgium 2025-1]]> /index.php/consumers/publication/belgium-2025-1 2024-12-02 00:00