The Bundesnetzagentur: Verbraucherschlichtungsstelle Telekommunikation*

(Telecommunications Consumer Conciliation Board of the Federal Network Agency)

is competent for disputes concerning mobile, phone and internet.

Good to know: The Federal Network Agency does not handle all disputes between consumers and telecommunication companies. The problem must fall under the scope of the Federal Telecommunication Act. This, for example, concerns the right of consumers living in Germany to cancel their internet contract when they move to another European country.

Practical tip: By using the check you can verify if this ADR body is competent for your complaint.

The ADR body provides a list with examples of disputes that fall under its scope. If not, disputes falls under the jurisdiction of the General Consumer Conciliation Body.

Despite the list, it is often not easy for consumers to find out whether the ADR body can handle their case. If you have doubts, you can ask the Federal Network Agency or the General Consumer Conciliation Body.

Referat 216

Postfach 80 01

53105 Bonn

Phone: +49 30/22480590

E-Mail: schlichtungsstelle-tk@bnetza.de

Website

The Bundesnetzagentur: Schlichtungsstelle Post*

(Post Conciliation Board of the Federal Network Agency)

is competent for disputes concerning mail and parcels (postal services).

Referat 318

Tulpenfeld 4

53113 Bonn

Phone: +49 228/142222

E-Mail: schlichtungsstelle-post@bnetza.de

Website

* alternative dispute resolution body