Submit telecommunications complaints and inquiries Unfortunately this specification of service has not yet been completely translated.

The Federal Network Agency is responsible for ensuring that telecommunications companies comply with the regulations on customer protection laid down in the Telecommunications Act (TKG). If you have a concern about your internet, mobile or landline connection, you can contact the Federal Network Agency. The Federal Network Agency informs you about your rights as a customer and supports you in certain individual cases in clarifying your concerns with telecommunications companies. To do this, you can submit a complaint or an enquiry to the Federal Network Agency. The Federal Network Agency will then examine your concern. The Federal Network Agency can support you, for example in the event of problems in connection with a change of provider, such as an interrupted supply, or in case of problems with a move of your connection or questions relating to the basic provision of telecommunications services. The basic service includes that you are entitled to a fixed network connection. In certain cases, the Federal Network Agency can also clarify issues relating to your contract, for example, contract transparency, the content of a bill or an itemised bill.

Varies depending on the facts of the case, for example: Contract and applicable general terms and conditions (GTC) of the supplier. Order confirmation Order for the relocation of your telecommunications connection Order for number porting Letter of termination or confirmation of termination Test and measurement protocols of your broadband measurement Bills and itemised bills that you have objected to You will find further details on the required documents in the contact forms.


Form: Contact form Telecommunications inquiries and complaints Online procedure possible: yes Written form required: no Personal appearance required: no

Related Links

Bundesnetzagentur (BNetzA), Referat 216
+49 30 22480-590

Preconditions
You are a customer of a telecommunications company and Your concern relates to customer protection regulations of the Telecommunications Act (TKG) or the basic provision of telecommunications services or other European Union regulations on roaming, European international calls and SMS or network neutrality. in the event of a change of provider: your supply has been interrupted unintentionally or an interruption is imminent for longer than one day.
You can submit inquiries or complaints online, electronically or in writing. Please preferably use the online contact form. To submit your enquiry or complaint online: On the Federal Network Agency's website, select the topic that matches your concern. Fill in the contact form completely: Please enter your e-mail address. Information on your concern will be sent to this e-mail address. Attach relevant documents, for example your letters with the providers. If possible, please summarize them in a PDF file. Please give us your consent to forward your request to the companies concerned for the purpose of clarifying the matter. The Federal Network Agency will check whether there are any possibilities for intervention or support. If so, the Federal Network Agency usually contacts the companies concerned with the facts of the case. You will receive a response from the Bundesnetzagentur to your enquiry or complaint, usually by e-mail or post. If you wish to submit your enquiry or complaint by De-Mail, e-mail or post: Please use the PDF form provided for this purpose and complete it. Note: The additional explanations from the online contact form are not available to you in this case. Send your inquiry or complaint to the addresses provided by the Federal Network Agency. The further procedural steps are the same as for the online procedure.

Responsible for the content
Federal Ministry for Economic Affairs and Energy

Last update or date of publication
27.04.2020