My phone or internet provider will not solve my complaint: where can I go for free in Czechia?
ČTÚ is the official out-of-court body for consumer disputes with phone, internet and postal providers. It decides in an administrative procedure, normally within 90 days, and its decision is enforceable. First try to settle the matter with your provider.
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 Czechia is below.
📜 The rules in Czechia
The details
- Objection to how your complaint was handled: file it within 1 month of receiving the provider's answer, or of the deadline passing without one. The fee is 100 Kč; if you fully win, ČTÚ awards you your costs. (ctu.gov.cz)
- Other disputes about duties under the Electronic Communications Act: fee 200 Kč, or 4% of the sum for money claims (at least 200 Kč). Filing via ČTÚ's ePortál can in some cases cut the fee by 20%. (ctu.gov.cz)
- File in writing or orally at a ČTÚ regional office, by data box, by email with a recognised electronic signature, or with the ePortál form. An email without such a signature must be confirmed within 5 days. (ctu.gov.cz)
- A complaint or objection does not pause your duty to pay the bill, but you can ask ČTÚ to postpone payment until it decides. (ctu.gov.cz)
- Your objection must include your details (name, date of birth, address), the provider, a description with evidence, and what ČTÚ should decide, e.g. reducing the bill by a set amount. (ctu.gov.cz)
Český telekomunikační úřad – mimosoudní řešení spotřebitelských sporů
Official out-of-court body for consumer disputes with phone, internet and postal providers; proposals can be sent to spotrebitelskespory@ctu.gov.cz or via the ePortál.
Free dispute resolution
Český telekomunikační úřad – mimosoudní řešení spotřebitelských sporů · a fee may apply
What to do first: First file a complaint (reklamace) with your provider within 2 months of receiving the bill or of the faulty service. The provider must settle it within 1 month (2 months if a foreign operator is involved).
Time limit: If the provider rejects your complaint or does not settle it in time, file an objection with ČTÚ within 1 month of receiving its answer or of the deadline passing without one.
🪜 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 Czechia 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 Czechia. Check the dispute body’s own page, linked here.
📎 Sources
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