Por Redaccion 
The General Directorate of Consumer Affairs of the Junta de Andalucía provides a series of recommendations to users who want to contract in the telecommunications sector (internet and mobile phone). First of all, consumers should be proactive in understanding the detailed conditions offered by the operator. It is advisable to pay special attention to issues such as tariffs, contract terms, commitment to stay, compensation in case of service interruption, and when penalties would apply.
Before signing the contract, it is also advisable to compare the offers of different operators, not only from an economic point of view but also by paying attention to overall services such as maintenance, quality, minimum contract periods, or cancellation procedures, and prioritizing contractual relationships with companies affiliated with the Consumer Arbitration System. Participation in this system is an added value and a trust mark for consumers, who have the possibility to resolve their disputes extrajudicially and free of charge through consumer arbitration. In addition, advertising is binding for companies, so customers can demand compliance with the advertised conditions (taking into account their validity period).
Once the contract is signed, it is necessary to request the contracting document, even if it has been done by phone, as the company is obliged to provide it. This document details the service conditions and informs how to proceed with a claim. Thus, in distance contracting procedures, the operator is also required to provide the user with the withdrawal document. In contracts made by phone or internet, the consumer enjoys the right of withdrawal for 14 calendar days, meaning they can terminate the contract without justification. In these cases, the right to withdrawal cannot be denied by arguing that an installation necessary for service provision has been made.
The user can still exercise their right of withdrawal, even if the service has already started and the installation has been carried out, without prejudice to the costs the consumer would have to bear for the proportional part of the service they have enjoyed until they exercise their right of withdrawal within the deadline. In this case, the company must inform in advance about these costs. Therefore, it is essential to keep all documentation and receipts of the operations carried out with the telecommunications operator. If the entity has not provided this documentation, the contracting person can demand it.
Consumer Affairs reminds that companies cannot have additional (806, 807) or special (901, 902) tariff numbers to provide customer service. In this line, inspection campaigns have been developed to verify compliance with regulations by entities and, especially, to monitor that no abusive clauses have been included in contracts and general contracting conditions. If there is a discrepancy with telecommunications companies, users can file a complaint.