My phone or internet provider will not solve my complaint: where can I go for free in Romania?
ANPC's SAL directorate settles disputes with phone and internet providers free of charge. First try to solve it with the provider, then apply within one year. The provider must agree to take part, and a proposed solution binds only if both sides accept.
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 Romania is below.
📜 The rules in Romania
The details
- Apply online on the SAL portal, by post with acknowledgement of receipt or in person. Include proof that you tried to settle with the provider, the facts, the amount you claim and your documents. (anpc.ro)
- A solution is proposed within 30 days of a complete file (plus 20 days for complex cases), and the procedure ends within 90 days. You have 15 days to accept or reject it. (anpc.ro)
- An accepted solution becomes a reasoned decision that can be challenged in court; if not challenged within 15 days it becomes enforceable. Limitation periods are suspended during the procedure. (anpc.ro)
- SAL can also refuse your case if, when you apply, you have already complained about it to another public authority or a court, or another ADR body has handled it. (anpc.ro)
- For breaches of telecom rules, send ANCOM a written complaint after contacting the provider, preferably via its online form, with your contract, bills and correspondence; it usually replies within 30 days but cannot enforce your contract. (infocentru.ancom.ro)
Autoritatea Națională pentru Protecția Consumatorilor (ANPC) – Direcția Soluționarea Alternativă a Litigiilor (SAL)
Free, voluntary out-of-court procedure for disputes between consumers and traders, including phone and internet providers, once you have first tried to settle with the provider.
Autoritatea Națională pentru Administrare și Reglementare în Comunicații (ANCOM)
Telecom regulator. Takes written complaints when a provider breaks telecom rules (contract summary, notice of changes, porting, roaming, information duties); it cannot enforce your individual contract.
Free dispute resolution
ANPC – Direcția Soluționarea Alternativă a Litigiilor (SAL) · free
What to do first: Complain to the provider first and keep proof: SAL can refuse your case if you did not first try to settle the dispute directly with the trader.
Time limit: File within one year of the date you complained to the provider (or of the facts behind the dispute).
🪜 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 Romania 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 Romania. Check the dispute body’s own page, linked here.
📎 Sources
🧭 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.
⚠️ Readers report that something here may have changed — we are checking it.
✅ Thank you — this keeps the page up to date for everyone.