National Regulatory Agency for Electronic Communications and Information Technology of the Republic of Moldova

A report on public communication, by the National Regulatory Agency for Electronic Communications and Information Technology (ANRCETI – www.anrceti.md), shows that during 2010, ANRCETI provided replies to 590 appeals (compared to 569 – in 2009), from end users of electronic communications services.

According to the report, 400 citizens applied to ANRCETI for consultations of technological, legal and economic nature with regards to electronic communications (289 – in hard copies, 53 – via web page, 46 – e-mails and 12 – telephone calls via ANRCETI „green line”), 68 – applied for access to information, 117 – filed complaints, and 5 – requested appointments. The Agency promptly replied to all the appeals, in most cases offering information on market entry, recommendations on how to solve problems, useful information for a better understanding of services and offers on the electronic communications market.

Reviewing the 117 complaints, the Agency found that the facts described in 60 of them were unjustified. Explanations were provided for 10 complaints, whereas 4 were withdrawn by the authors, 2 – referred according to competence, 8 – are pending and 33 – solved in favor of users. The authors of the 33 complaints claimed poor service quality and malfunctions in cable TV networks (17 complaints), telephony (11 complaints) and Internet (5 complaints). The biggest number of complaints were sent by users of service provided by such companies as JV „Sun Communications” LLC (11 complaints), JSC „Moldtelecom” (8 complaints) and LLC „Starnet” (3 complaints).

Service users can resort to the assistance from the Agency directly, at the office, by fax, mail, Web page and telephone “green line” - 080080080. This number can be accessed toll free from any locality of the country. Those who wish to address to the Agency through its official Website www.anrceti.md are invited to access the section “User’s Page”, subsection “Online consultation”. This sub-section gives the opportunity to use an electronic template to request and receive consultations from the Agency.

According to the legislation in force, ANRCETI reviews complaints from end users of electronic communications services regarding their disputes with service providers within its competence. Where the dispute between a provider and an end user fails to be solved amiably, both parties have the right to resort to the Agency for mediation.

January 18, 2011