My phone or internet provider will not solve my complaint: where can I go for free in Austria?
RTR's Schlichtungsstelle settles disputes with phone, internet and cable providers free of charge. First complain to your provider in writing; if you disagree with the reply or get none within four weeks, apply within one year of your complaint.
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 Austria is below.
📜 The rules in Austria
The details
- Apply with the online procedure form, fill it in completely and propose a workable solution. Your own costs, such as postage or a lawyer, are not refunded. (rtr.at)
- Object to a wrong bill in writing within three months of receiving it: the provider must then re-check it (§ 145 TKG 2021). After that your evidence gets weaker, though a procedure may still be possible. (rtr.at)
- Once you have complained and filed the complete form, RTR can confirm that the disputed amount is not due for now. You still pay the undisputed part, and the provider may demand the average of your last three bills. (rtr.at)
- Below 20 euros in dispute a procedure is usually not possible; between 20 and 150 euros it may end after one settlement attempt. (rtr.at)
- You normally get the result within 90 days of a complete complaint. A proposed solution only becomes binding if both you and the provider accept it; the courts remain open to you. (rtr.at)
RTR-GmbH – Schlichtungsstelle für Kommunikationsdienste
Free dispute resolution with phone, internet and TV providers once your written complaint to the provider has failed.
Free dispute resolution
RTR-GmbH – Schlichtungsstelle für Kommunikationsdienste · free
What to do first: Complain to your provider in writing first (letter, email, web form or chat; a phone call is not enough). You can apply once you disagree with the written reply or have waited more than four weeks for one.
Time limit: Apply within one year from the day you complained to the provider.
🪜 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 Austria 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 Austria. Check the dispute body’s own page, linked here.
📎 Sources
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