As the conciliation body, we can help you when facing issues related to phone, internet or radio and television service providers (e.g. cable network operators and pay-TV subscription providers). Examples of such issues include unclear bill items or when phone or internet services do not function properly. You can then request us to initiate a conciliation procedure to clarify the matter.
In the conciliation procedure, we attempt to identify a solution that is acceptable to both you and your provider or operator. If the attempt is not successful, we review the case and provide you with a written statement of our legal opinion. That may include a proposal for resolving the issue. We will also advise if, in our opinion, your complaint is not justified. In the following you will find a general overview of the conciliation procedure.
This video shows you the procedure of the conciliation procedure.
This video explains how to avoid having to pay disputed bills immediately.
We can only carry out the steps in the procedure (correspondence and phone conversations) in German. You should therefore obtain appropriate support if required. Our recommendation: ask someone you trust, who speaks German well, to help and represent you (a family member, for example).
Payment deferral means you are not obliged to pay the disputed portion of the bill for the time being. The payment deferral only takes effect after we have sent you our written confirmation.
The following conditions have to be met in this case:
Use the online procedure form to submit a new application or to contact us in an already initiated conciliation procedure. Further contact options for ongoing proceedings: