Telecommunication and mail

Do you have a dispute about phone bills or problems changing your phone provider? Has your package been damaged in shipping? In this and many other cases, the Federal Network Agency can help you.

(Telecommunications Consumer Conciliation Board of the Federal Network Agency)

is competent for disputes concerning mobile phones, landline phones and the 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.

Practical tip: If this ADR body is not competent for your complaint, the dispute falls 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.

Referat 216

Postfach 80 01

53105 Bonn

Phone: +49 30/22480590

E-Mail: schlichtungsstelle-tk@bnetza.de

Website

(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