Scope and process

The Telecommunications Complaint Board has the competence to process complaints regarding telecommunications, which includes landlines, mobile and internet services.

The complaint can concern the bill and the terms, which have been agreed upon with the telecommunication company.

As a main rule the Telecommunications Complaint Board only deals with complaints from consumers and only in rare cases deviates from this. The complaint needs to concern a specific disagreement between you and the telecommunication company and there must be a financial outstanding.

To find out more about what the Complaint Board deals with you can find previous decisions here (in Danish).

Do you want to submit a complaint?

It is possible to submit your complaint only if you have previously submitted a written complaint to your telecommunication company and received an answer, or if you haven’t received an answer within a reasonable amount of time – usually 3 months.

The complaint can be submitted through this online form or you can contact the Secretariat, whose contact information can be found at the bottom of this page. Please attach a copy of all the documents, which are relevant for your case. Only complaints written in Danish will be considered.

When submitting a complaint you will be charged a fee of 150 DKK, which will be returned to you should you be successful in your complaint, partly or fully.

The processing of your complaint normally takes about 3 to 6 months.

Process

When we receive your complaint and the fee of 150 DKK we will start processing your complaint. The telecommunication company will be notified and the outstanding amount will be put on hold.

Before the case comes before the Board, the Secretariat will ensure that all of the relevant information is present. This means contacting the telecommunication companies for their statements as well as inquiring for documentation. You will often be asked a series of questions relating to the complaint as well.

When we have sufficient information the case will be brought before the Board, who will then make a decision or try to make a settlement. The decision or settlement will be sent in written form to the parties involved.

The telecommunication company is bound by the decision if they don’t communicate to the Board that they won’t follow the decision within 30 days after the decision has been received by the parties.

If you don’t agree with the decision made by the Telecommunications Complaint Board, you can bring your case before the courts.

 

Print denne side Print denne side