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

The National Regulatory Agency for Electronic Communications and Information Technology (ANRCETI) resolved all the reasoned petitions received in 2011 in favor of electronic communications service users, shows a report about the claims filed in to ANRCETI last year. The report specifies that in 2011 ANRCETI received 170 complaints, an increase by 45,3% over 2010.

According to the report, in the reporting timeframe the Agency also reviewed and provided replies to 193 requests for technical, legal and economic expertise, 169 requests for access to information and 37 petitions addressed during hearings and by means of the „green line” - 080080080. In response to those petitions, the Agency provided explanations and recommendations on how to solve the problems the petitioners faced and offered useful information for a better understanding of the services and offers existing on the market.

Of the 170 petitions, 113 were directly delivered to the Agency, 57 – by state institutions. The biggest number of petitions came from fixed telephone users (40), mobile users (39), Internet access users (27), users of TV program re-transmission (22) and users of interconnection and access to infrastructure services (16).

The analysis of the complaints lodged shows that in most cases the signatories submitted their claim against breach of contract terms, interconnection agreements (76 petitions), unsatisfactory quality of services (23 petitions), accuracy of data included in bills (21 petitions), cessation of service provision, restriction of access to the network (17 petitions).

Like in the previous years, the biggest number of petitions were lodged by the customers of the biggest electronic communications operators – JSC „Moldtelecom” (87 petitions), JSC „Moldcell” (13 petitions), JSC „Orange Moldova” (8 petitions), JV „Sun Communications” LLC (11 petitions) and LLC „Starnet” (8 petitions).

The report specifies that having verified the facts described in the petitions, the Agency brought them to the attention of operators and demanded that breaches be remedied within the terms prescribed by law. This approach facilitated the identification of solutions to resolve the reported problems.

Pursuant to the legislation in force, ANRCETI examines the petitions lodged by end users of electronic communications services regarding their disputes with service providers, under the powers conferred. Where users do not receive responses to petitions addressed to service providers within the time limits laid down by law, or where they are not satisfied with the measures taken by the provider, he is entitled to apply to ANRCETI or to court.

January 26, 2012