My phone or internet provider will not solve my complaint: where can I go for free in Slovenia?
AKOS resolves disputes between users and operators free of charge: problems with access, faulty or non-working service, or wrong billing. First complain to the operator, which must answer within 15 days. If it doesn't, or you disagree, file with AKOS within 15 or 30 days.
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 Slovenia is below.
📜 The rules in Slovenia
The details
- Use AKOS's form and send it signed (a scan or photo of your signature is enough) by email to info.box@akos-rs.si or by post to Stegne 7, 1000 Ljubljana. Describe the dispute and exactly what you want AKOS to decide. (akos-rs.si)
- AKOS checks your application, then mediates to reach a settlement. If none is reached, it takes evidence, holds a hearing and decides. Its decision is final and enforceable; either party can challenge it by suing at the Administrative Court. (akos-rs.si)
- Complain to the operator within 15 days of learning of the disputed decision or action, and no later than 60 days after it happened. You can also complain by calling the operator's fault line; it must record your complaint. (uradni-list.si)
- While your complaint or dispute is pending, the operator may not restrict or disconnect your service for non-payment if you paid the undisputed part of the bill, or an amount equal to the average of your last three undisputed bills. (uradni-list.si)
- The operator's final decision must explain how to go to AKOS and, for consumers, any out-of-court consumer dispute body it recognises, or warn you that it recognises none. (uradni-list.si)
Agencija za komunikacijska omrežja in storitve Republike Slovenije (AKOS)
Telecom regulator: free resolution of disputes between users and operators after your complaint to the operator. Free helpline 080 27 35 (Mon, Wed, Fri 9–11).
Free dispute resolution
AKOS – reševanje sporov med končnimi uporabniki in operaterji · free
What to do first: First file a written complaint (ugovor) with your operator's complaints service, with a clear reason and any evidence, within 15 days of receiving the bill or of learning of the disputed decision. In every case pay the undisputed part of the bill.
Time limit: File with AKOS within 15 days of receiving the operator's rejection; within 30 days of your complaint if the operator did not decide within 15 days; or within 15 days after the deadline if it upheld your complaint but did not act within 15 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 Slovenia 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 Slovenia. Check the dispute body’s own page, linked here.
📎 Sources
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