My phone or internet provider will not solve my complaint: where can I go for free in Cyprus?
The Commissioner (ΓΕΡΗΕΤ) handles complaints about phone, internet and postal services. Complain to your provider in writing first; if it does not answer within 15 days or you are not satisfied, file your complaint online with the Commissioner.
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 Cyprus is below.
📜 The rules in Cyprus
The details
- The Commissioner is on the government's list of approved out-of-court dispute resolution (ADR) bodies, covering all disputes about postal and electronic communications services. (consumer.gov.cy)
- Your provider must confirm receipt of your complaint with a reference number and expected resolution time, and reply in writing and resolve it within 15 working days; if that is impossible, it must explain why and keep you updated. (ocecpr.ee.cy)
- Your complaint to the Commissioner must include your name and contact details, the provider's name, a description, the remedy you ask for and the provider's written reply. Complaints missing these are not examined. (ocecpr.ee.cy)
- By law, the Commissioner may reject a clearly unfounded complaint; otherwise he follows his procedure and can issue a decision that is binding on the parties. (ocecpr.ee.cy)
- Filing a complaint does not stop you from going to court. To claim compensation for any loss or damage from a provider, you must go to the competent courts. (ocecpr.ee.cy)
Γραφείο Επιτρόπου για τη Ρύθμιση Ηλεκτρονικών Επικοινωνιών και Ταχυδρομείων (ΓΕΡΗΕΤ)
Takes your written complaint against a phone or internet provider through its online form, once you have complained to the provider first and got no reply within 15 days or an unsatisfactory one.
Υπηρεσία Προστασίας Καταναλωτή
Publishes the official list of approved ADR bodies in Cyprus, which names ΓΕΡΗΕΤ for all postal and electronic communications disputes.
Free dispute resolution
Γραφείο Επιτρόπου Ρυθμίσεως Ηλεκτρονικών Επικοινωνιών και Ταχυδρομείων - ΓΕΡΗΕΤ
What to do first: First complain to your provider in writing. You can go to the Commissioner only if the provider does not reply within 15 days of your complaint or you are not satisfied with its answer. Attach your earlier correspondence with the provider.
Time limit: The regulator's complaints page sets no time limit for filing and no deadline for its handling. Filing does not stop you from going to court; to claim compensation for loss or damage from a provider, you must go to the competent courts.
🪜 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 Cyprus 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 Cyprus. Check the dispute body’s own page, linked here.
📎 Sources
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