Complaint about a telecoms service (Poland)

Published byDocMuse

A complaint about a phone, internet or TV service under Poland's Electronic Communications Law, which replaced the Telecommunications Law in November 2024: the contract and service, the period complained of, what went wrong — an outage, poor quality, a wrong invoice — the refund or compensation claimed and how the answer should come. It reminds the provider that it has 30 days, and that no answer in that time means the complaint is accepted.

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Common questions

How long does a Polish operator have to answer a phone or internet complaint?

30 days from the complaint; if the operator does not answer in that time, it is deemed to have accepted the complaint as justified (art. 378 of the Electronic Communications Law). Since 14 March 2026 the operator must confirm receipt of every complaint, and the subscriber chooses whether the answer comes by letter, email or another way. A rejection must give reasons.

How long is there to complain about a telecoms service in Poland?

12 months — counted from the last day of the billing period in which a service interruption ended, from the day the service was poorly performed or should have been performed, or from delivery of the invoice with the disputed amount. A late complaint is left unexamined. It can be made in writing, by phone, by email or at the operator's shop.

What if a Polish operator rejects a service complaint?

Once the complaint procedure is over, a consumer can ask the President of the Office of Electronic Communications (UKE) for mediation or take the case to the permanent arbitration court at the UKE President — both free or cheap for the consumer, but both need the operator's agreement. The local consumer ombudsman can help too, and a claim can go to an ordinary court, in the simplified procedure for small amounts.