Request arbitration in case of dispute with telecommunications provider Unfortunately this specification of service has not yet been completely translated.

If you are in dispute with your telecommunications provider, you can, under certain conditions, turn to the Telecommunications Arbitration Board of the Federal Network Agency. It can help settle the dispute without having to go to court.

The aim of the conciliation procedure is to reach an amicable settlement as quickly as possible in the interests of both parties. In this way, long and possibly expensive court proceedings can be avoided.

You can submit an application for conciliation to the Telecommunications Conciliation Board if you have already tried unsuccessfully to resolve the matter with your provider yourself. Telecommunications providers primarily include Internet, mobile and fixed-network providers.

Your application must show that your dispute is related to certain provisions of telecommunications law that serve to protect customers. This may be the case, for example, if:

  • your connection is disrupted
  • the data transmission rate is too low, or
  • other contractually agreed services are not met,
  • the bill is objectionable
  • you are in dispute with your provider about the termination of contracts or contract periods.

Before the Telecommunications Conciliation Board initiates conciliation proceedings, it checks whether the prerequisites are met. For example, the conciliation body cannot become active if your concern is not related to the customer-protecting provisions of telecommunications law.

Completed request for arbitration and depending on the facts:

  • Contract and applicable General Terms and Conditions (GTC) of the provider.
  • Order confirmation
  • Disputed bills and itemized bills
  • Termination letter or confirmation of termination
  • Test and measurement protocols of your broadband measurement
  • Order for relocation of a telecommunications connection
  • Order for number porting

Further details on the required documents can be found in the application form.

  • Forms available: Yes
  • Written form required: No
  • Informal application possible: Yes
  • Personal appearance required: No
  • Online service available: Yes

Related Links

  • Antrag auf Schlichtung gemäß § 47a Telekommunikationsgesetz zum Herunterladen

Preconditions

The telecommunications conciliation body may initiate conciliation proceedings if

  • there is a connection between the facts of the case and certain provisions of telecommunications law on customer protection,
  • you have already tried unsuccessfully to reach an agreement with the provider,
  • you are prepared to accept a compromise solution in the conciliation proceedings,
  • you have not yet applied for a conciliation procedure for the same subject matter of the dispute,
  • no action has yet been brought before a court in your dispute,
  • the conciliation procedure is not unsuitable for settling the dispute. The procedure is unsuitable, above all, if the subject matter of the dispute does not allow for an inexpensive and quick settlement,
  • the application does not appear to be manifestly without prospect of success or to be wilful. This applies in particular if
    • the disputed claim is already time-barred when the application is filed and the defendant invokes the statute of limitations,
    • the dispute has already been settled
    • an application for legal aid in connection with the dispute has already been rejected on the grounds that the intended legal action does not offer sufficient prospect of success or appears to be wilful.

Related Links

  • § 68 Telekommunikationsgesetz (TKG)
  • Verbraucherstreitbeilegungsgesetz (VSBG)
  • Verordnung zur Förderung der Transparenz auf dem Telekommunikationsmarkt (TKTransparenzV)
  • EU-Verordnung über das Roaming in öffentlichen Mobilfunknetzen (Nr. 531/2012 vom 13. Juni 2012) in der aktuellen Fassung
  • Artikel 4 Absatz 1, 2, 4 und Artikel 5a der EU-Verordnung zur Netzneutralität und zum Roaming (Nr. 2015/2120 vom 25. November 2015) in der aktuellen Fassung
  • Schlichtungsordnung gemäß § 68 Absatz 3 des Telekommunikationsgesetzes in Verbindung mit § 5 Verbraucherstreitbeilegungsgesetz (SchliO)

Related Links

  • Informationen zum Schlichtungsverfahren bei der Schlichtungsstelle Telekommunikation der Bundesnetzagentur

You can submit your conciliation application online, by De-Mail, by e-mail, or by mail.

Please preferably use the online application form.

To submit the application online:



  • Complete the Telecommunications Conciliation Board's online application on the Federal Network Agency's website and attach the necessary documents.
  • The conciliation body will check whether the requirements for opening a conciliation procedure are met.
  • If conciliation is possible, both you and your provider will be given the opportunity to present their respective points of view.
  • The procedure is voluntary for both parties. Therefore, it must be terminated if your telecommunications provider refuses to participate in the procedure.
  • The procedure is usually conducted in written form.
  • In many cases, the provider will offer an individual solution on its own initiative to resolve the dispute.
  • If the provider does not offer such a solution, the conciliation body will draw up an individual conciliation proposal to reach an amicable settlement.
  • If you and your telecommunications provider accept the conciliation proposal, the conciliation body ends the conciliation procedure.
  • If the parties do not accept this proposal, you are left with the option of going to court.


If you want to submit your request by De-Mail, e-mail or by mail:

  • Download the form "Request for conciliation pursuant to Section 68 of the Telecommunications Act" from the Federal Network Agency's website. Note: The supplementary explanations from the online application are not available to you here.
  • Complete the form and attach the required documents.
  • Send the application and documents to the Federal Network Agency by De-Mail, e-mail or post.
  • The other steps in the procedure are the same as for the online procedure.

Responsible for the content
Federal Ministry of Economics and Climate Protection (BMWK)

Last update or date of publication
15.02.2022