Phone & internetDE
Phone & internet · Germany
Checked 2026-10-14

⚖️ My phone or internet provider will not solve my complaint: where can I go for free in Germany?

The short answer

The Schlichtungsstelle Telekommunikation of the Bundesnetzagentur settles disputes with your provider out of court, free of charge. Apply with its online form or a signed PDF form by post; the procedure is in writing and in German.

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 Germany is below.

Official source: bundesnetzagentur.de · Checked 2026-10-14

📜 The rules in Germany

The details

  • Before applying you must have raised your claim with the provider. The matter must not be pending in court or already settled, and you must not have applied before on the same issue. (bundesnetzagentur.de)
  • Taking part is voluntary for both sides. The settlement proposal is not binding: you can reject it and still go to court. (bundesnetzagentur.de)
  • The proposal is due within 90 days of a complete file; this can be extended for difficult cases. If no agreement is reached, you get a certificate of a failed settlement attempt. (bundesnetzagentur.de)
  • Expect a wait: in 2025 a procedure took about fourteen weeks on average. The office shows its current waiting time on its website. (bundesnetzagentur.de)

Schlichtungsstelle Telekommunikation der Bundesnetzagentur

Out-of-court settlement; written procedure. Address: Fehrbelliner Platz 3, 10707 Berlin; email schlichtungsstelle-tk@bnetza.de.

🔗 bundesnetzagentur.de
Official source: bundesnetzagentur.de · Checked 2026-10-14

Free dispute resolution

Schlichtungsstelle Telekommunikation der Bundesnetzagentur · free

What to do first: Raise your claim with your provider first. If the provider has neither accepted nor rejected it, the procedure can be paused until two months have passed since you raised it.

Time limit: No fixed filing deadline. The application is refused if your claim was already time-barred and the provider relies on that; filing pauses the limitation period.

🔗 bundesnetzagentur.de
Official source: bundesnetzagentur.de · Checked 2026-10-14

🪜 Step by step

  1. Complain to the provider firstWrite down what went wrong, what you want and by when. Keep the complaint reference.
  2. Wait for the answerGive the provider the time the rules allow. Keep all emails, letters and chat logs.
  3. File with the dispute bodyUse its online form or address, and attach your complaint and the provider’s answer.
  4. Decide on the outcomeCheck whether the result is binding. If it is not, you can usually still go to court.

📇 Who to contact

Schlichtungsstelle Telekommunikation der BundesnetzagenturSettles disputes between customers and providersWhen the provider has not solved your complaint🔗 www.bundesnetzagentur.de/DE/Vportal/Schlichtung/Schlichtung_TK/start.html
BundesnetzagenturSupervises phone and internet providers and explains your rightsFor information, and to report a provider that breaks the rules📞 0228 14 15 16🔗 www.bundesnetzagentur.de/DE/Vportal/TK/start.html
VerbraucherzentraleIndependent advice for consumersFor advice, template letters and a second opinion🔗 www.verbraucherzentrale.de

❓ Questions

Does it cost anything?

For consumers it is usually free. The details for Germany 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 Germany. Check the dispute body’s own page, linked here.

📎 Sources

Checked: 2026-10-14

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

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