My phone or internet provider will not solve my complaint: where can I go for free in Poland?
The President of UKE runs free out-of-court dispute resolution (ADR) for consumers in disputes with telecom providers based in Poland, in Polish. File a complaint with your provider first; if it rejects your complaint, you can apply to UKE.
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 Poland is below.
📜 The rules in Poland
The details
- Send a signed application by post to UKE (ul. Giełdowa 7/9, 01-211 Warszawa), via e-Doręczenia, ePUAP or the PUE UKE form. Include your claim and its value, the facts, supporting documents and the records of your completed complaint. (cik.uke.gov.pl)
- UKE presents the applicable law and a proposed solution; both sides then have 14 days to accept it or comply with it (art. 384 Pke). (eli.gov.pl)
- Taking part is voluntary for both sides, and the outcome does not have the force of a court judgment. You can withdraw at any stage and still go to court. UKE has 90 days, longer for complex cases. (cik.uke.gov.pl)
- UKE may refuse a case if you did not complain first, the claim is under 20 zł, you applied more than a year after contacting the provider, or the same case is pending or was decided elsewhere. (cik.uke.gov.pl)
Prezes UKE – pozasądowe rozwiązywanie sporów konsumenckich (ADR)
Free out-of-court settlement of your dispute with a telecom provider, after you have filed a complaint with it.
Miejscy i powiatowi rzecznicy konsumentów
Free legal advice and help writing a complaint or court letter; a consumer ombudsman can also bring a case to court on your behalf.
Free dispute resolution
Prezes UKE – pozasądowe rozwiązywanie sporów konsumenckich (ADR) · free
What to do first: File a complaint (reklamacja) with your provider first. UKE may refuse your case if you did not first try to settle it with the provider, including through the complaint procedure.
Time limit: Apply within one year of contacting the provider about the dispute, for example by your complaint; later applications may be refused. UKE may also refuse disputes worth less than 20 zł.
🪜 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 Poland 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 Poland. Check the dispute body’s own page, linked here.
📎 Sources
- cik.uke.gov.pl →
- cik.uke.gov.pl →
- eli.gov.pl →
- cik.uke.gov.pl →
- uokik.gov.pl →
- cik.uke.gov.pl →
- cik.uke.gov.pl →
- cik.uke.gov.pl →
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