My phone or internet provider will not solve my complaint: where can I go for free in Albania?
AKEP resolves disputes between you and your provider free of charge. Complain to the provider first; it must reply in writing within 30 days. If you disagree or get no reply, file with AKEP within 30 days after that 30-day period ends.
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 Albania is below.
📜 The rules in Albania
The details
- AKEP decides within 60 days of receiving your request; it can extend this by up to 30 days. (akep.al)
- AKEP issues a written recommendation. If you and the provider both accept it in writing within 15 days, it becomes final and binding; otherwise either side can go to court. (akep.al)
- File online through e-Ankesa, by post, or by hand at AKEP, Rr. "Reshit Çollaku" nr. 42, Tirana. Attach your complaint, the provider's reply, the bills and your contract. (akep.al)
- AKEP Regulation 49/2021, still listed by AKEP, asks for a written complaint to the provider within 15 days of receiving the bill (billing disputes) or of the service (quality disputes), so complain quickly. (akep.al)
Autoriteti i Komunikimeve Elektronike dhe Postare (AKEP)
Albania's regulator for phone, internet and postal services. It supervises providers, reviews their standard contracts and resolves disputes between subscribers and providers; you can file online through e-Ankesa.
Free dispute resolution
AKEP – zgjidhja e mosmarrëveshjeve pajtimtar–ofrues (e-Ankesa) · free
What to do first: Complain to your provider first. It must answer you in writing within 30 days. If you disagree with the answer or get none, you can ask AKEP to resolve the dispute.
Time limit: Send your written request to AKEP within 30 days after the provider's 30-day reply period ends. AKEP decides within 60 days and can extend this by up to 30 days.
🪜 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 Albania 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 Albania. Check the dispute body’s own page, linked here.
📎 Sources
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