My phone or internet provider will not solve my complaint: where can I go for free in Norway?
BKN handles disputes with your mobile, broadband or TV provider, for example on faults, speed, coverage, wrong bills, changes to the contract and compensation. Filing is free, whether you win or not. You must use BKN's complaint form.
If your provider does not solve your complaint, an independent body can look at it, usually free of charge for you. You normally have to complain to the provider first; how to file in Norway is below.
📜 The rules in Norway
The details
- Fill in the form online, preferably on a PC, or send it by post. Upload your written complaint, any rejection, the disputed bills and, for speed complaints, your speed tests. (bkn.no)
- Processing should not exceed 90 days once the case is fully documented. While BKN handles it, the provider may not collect the disputed amount; undisputed amounts must still be paid. (bkn.no)
- BKN's decisions are advisory. A provider that does not comply within 30 days is named on BKN's website. (bkn.no)
- You can go straight to BKN if the provider has not told you in writing within two weeks how long it will take, or has not given a final answer within reasonable time (ekomforskriften § 11-6). (lovdata.no)
Brukerklagenemnda for elektronisk kommunikasjon (BKN)
Neutral, independent board for disputes between private customers and providers of phone, internet and TV services. Your complaint must first go to the provider.
Forbrukerrådet
Consumer council: explains your rights as a broadband or mobile customer and offers a standard complaint letter to send to your provider.
Nasjonal kommunikasjonsmyndighet (Nkom)
Supervises the telecom rules. Public-law disputes, such as the written consent required for porting a number, are not handled by BKN.
Free dispute resolution
Brukerklagenemnda for elektronisk kommunikasjon (BKN) · free
What to do first: Complain in writing to your provider first and give it reasonable time to answer, about 14 days. If it rejects your claim or does not answer in time, you can take the case to BKN.
Time limit: Within one year of sending your written complaint to the provider; this deadline applies only if the provider told you about BKN in its rejection. Cases older than three years are not handled.
🪜 Step by step
- Complain to the provider firstWrite down what went wrong, what you want and by when. Keep the complaint reference.
- Wait for the answerGive the provider the time the rules allow. Keep all emails, letters and chat logs.
- File with the dispute bodyUse its online form or address, and attach your complaint and the provider’s answer.
- Decide on the outcomeCheck whether the result is binding. If it is not, you can usually still go to court.
📇 Who to contact
❓ Questions
Does it cost anything?
For consumers it is usually free. The details for Norway are on this page.
Do I need a lawyer?
No. You can file yourself; the procedure is designed for consumers.
Does the provider have to take part?
That depends on the rules in Norway. Check the dispute body’s own page, linked here.
📎 Sources
- bkn.no →
- bkn.no →
- bkn.no →
- lovdata.no →
- nkom.no →
- forbrukerradet.no →
- brukerklagenemnda.no →
- nkom.no →
- forbrukerradet.no →
- nkom.no →
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