Conciliation body

Where can the conciliation body help?

In disputes regarding bills/invoices
In other disputes with an operator or service provider

I do not agree with a bill I have received. What should I do?

Before contacting RTR's conciliation body, you must first attempt to resolve the matter directly with your operator or provider. In the case of disputes regarding bills or invoices, the best way to do this is to submit an objection in writing. The period of time allowed for such objections varies from company to company and is generally indicated on the bill itself. You can also ask your operator or provider directly.

Written objections sent to operators can be brought to the attention of the conciliation body, which leads to a deferral of the payment due date for the disputed amount. For this purpose, you need to fill out the "procedure form" ("Verfahrensformular") for the deferral of payment completely and correctly, then send it to the conciliation body (see below for a download and a link to the web form). For more information on payment deferral, please refer to the Section II of the procedure guidelines ("Verfahrensrichtlinien").

I have a different problem with my operator or service provider. What should I do?

Before contacting RTR's conciliation body, you must first attempt to resolve the matter directly with your operator or provider. If the problem is not related to a payment dispute but to complaints on topics such as the quality of a product or service or difficulties in ordering, setting up or canceling a telephone service, then the following applies:

Make sure that you submit your complaint to your operator or service provider in writing and wait for a response. In such cases, it is not necessary to submit the procedure form.

I have now received a reply from my operator or service provider. I disagree with their response. What can I do?

Once you receive a response, you generally have one month to send us a written request for a conciliation procedure. This applies to disputes regarding bills as well as other conflicts with an operator or provider.

What should be included in a request for a conciliation procedure?

Please use the conciliation body's web form. If you do not wish to fill out the form online, you can print out the procedure form (see "Downloads") and send it to RTR by conventional mail or by fax.

How can I contact the conciliation body?

Initial contact:

For your initial contact with the conciliation body and for general inquiries, you can reach us by telephone at (0810) 511 811 (EUR 0.07267/minute; Monday to Friday, 8:00 am to 5:00 pm).

For ongoing procedures:

In its first written response, the conciliation body will provide you with a case identification code ("Geschäftszahl"). This code always begins with "RSTR". Please indicate this code in all communication regarding ongoing procedures.
For inquiries regarding an ongoing conciliation procedure, please call +43 (0)1 58058 777 (Monday to Friday, 9:00 am to 12:00 noon).
Other contact possibilities: By conventional mail or by fax (+43 (0) 1 58058 – 9494), or using the conciliation body's web form.