My phone or internet provider will not solve my complaint: where can I go for free in Bulgaria?
Telecom disputes go to KZP's sectoral conciliation commission for electronic communications. Complain to your provider first, then apply online, by post, fax or at a KZP office. The commission proposes a settlement, which binds only if both sides accept it.
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 Bulgaria is below.
📜 The rules in Bulgaria
The details
- The procedure is free (you pay only optional costs such as a representative, expert or translation) and ends with a settlement proposal within 90 days. (kzp.bg)
- Sectoral cases are heard in Sofia in closed session on the documents, so you do not need to attend. Each side has 10 working days to accept or reject the proposal; an accepted settlement can be made enforceable by a court. (kzp.bg)
- The provider's participation is voluntary, and the procedure does not take away your right to go to court. (mi.government.bg)
- For breaches of the Electronic Communications Act you can also complain to CRC, but it does not settle disputes over bills, penalties or damages; those are for the courts. (crc.bg)
Секторна помирителна комисия за разглеждане на спорове в областта на електронните съобщения (към КЗП)
Free out-of-court conciliation of disputes with phone, internet and TV providers after your complaint to the provider has failed; it proposes a settlement that binds only if both sides accept it.
Комисия за регулиране на съобщенията (КРС)
Takes written complaints about breaches of the Electronic Communications Act (online form, post or in person) and gives advice on its consumer hotline. It decides within 30 days, or up to 2 months if more evidence is needed.
Free dispute resolution
Секторна помирителна комисия за разглеждане на спорове в областта на електронните съобщения (към КЗП) · free
What to do first: Complain to your provider first and try to settle the dispute directly; you confirm this in the application. Then apply to KZP online through its portal (registration needed), by post, by fax or at a KZP office.
Time limit: KZP's conciliation pages publish no filing deadline. By law, an ADR body may refuse a case as late only if its rules set a time limit, which cannot be shorter than one year from your complaint to the provider (art. 181г ЗЗП).
🪜 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 Bulgaria 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 Bulgaria. Check the dispute body’s own page, linked here.
📎 Sources
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