Telecommunication and mail
Update : Jul 2019
The Bundesnetzagentur: Verbraucherschlichtungsstelle Telekommunikation*
(Telecommunications Consumer Conciliation Board of the Federal Network Agency)
is competent for disputes concerning mobile, phone and internet.
Useful information: 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.
The ADR body provides a list with examples of disputes that fall under its scope. If not, disputes fall under the jurisdiction of a General Consumer Conciliation Body.
Despite the list, it is not always 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.
Verbraucherschlichtungsstelle Telekommunikation
Bundesnetzagentur
Postfach 8001
53105 Bonn
Phone: +49 30/22480590
E-Mail: schlichtungsstelle-tk@bnetza.de
The Bundesnetzagentur: Schlichtungsstelle Post*
(Post Conciliation Board of the Federal Network Agency)
is competent for disputes concerning mail and parcels (postal services).
Schlichtungsstelle Post
Bundesnetzagentur
Tulpenfeld 4
53113 Bonn
Phone: +49 228/142222
E-Mail: schlichtungsstelle-post@bnetza.de
* Alternative Dispute Resolution body