Réclamations
Comment formuler une réclamation
Si vous avez une réclamation concernant un aspect de votre service, vous pouvez contacter Colt par l’une des méthodes suivantes.
Veuillez fournir les informations suivantes :
- Les éléments principaux de votre réclamation
- Votre numéro de compte ou numéro de référence de circuit Colt (clients Colt existants uniquement) ;
- et Votre nom et votre numéro de téléphone
| Country | ||
|---|---|---|
| United Kingdom | 0800 358 3999 / +44 207 862 6087 (Monday to Friday, 8:30am - 5pm) | Customer Service Colt Technology Services Colt House 20 Great Eastern Street London EC2A 3EH |
| Austria | 0800 880 990 / +43 1 253 07 02 (Monday to Friday, 9am - 5pm) | Colt Technology Services GmbHz.H. Kundenbetreuung Kärntner Ring 10-12 1010 Wien |
| Belgium | 0800 507 01 / +32 2 790 16 29 (24 hours) | Customer Service Colt Technology Services nv Culliganlaan 2 H B-1831 Diegem |
| Denmark | +45 70 71 25 99 (24 hours) | Colt Technology Services A/S Borgmester Christiansensgade 55 2450 København SV |
| France | 0800 948 888 / +33 1 709 95 600 (Monday to Friday, 9am-5pm) | Colt Technology Services Customer Service 23-27 rue Pierre Valette 92247 Malakoff Cedex |
| Germany | 0800 182 2233 / +49 69 56606 9000 (24 hours) | Colt Technology Services GmbH, Gervinusstrasse 18-22 60322 Frankfurt |
| Ireland | 1800 944 040 / +353 01 536 9312 (Monday to Friday, 9am-5pm) | Colt Technology Services Limited One Gateway, East Wall Road Dublin 3 |
| Italy | 192 090 / +39 0289634895 (Monday to Friday, 9am - 5pm) | Colt Technology Services S.p.A.Viale Jenner, 56 20159 Milano |
| Netherlands | 0800 265 8023 / +31 20 798 0000 | Colt Technology Services B.V., Van der Madeweg 12-14a 1114 AM AMSTERDAM-DUIVENDRECHT Postbus 94014 1090 GA AMSTERDAM |
| Portugal | 808 780 222 / +35 1 211 202 795 (De Segunda a Sexta-feira: das 9h00 às 18h00) | Estrada da Outurela,n.º 118, Ed. B1, Parque Holanda, 2790-114 Carnaxide |
| Spain | 901 888400 / +34 91 7887520 (Monday to Friday, 9am-1pm and 2pm-6pm) | Colt Technology Services SAU Customer services C/ Telémaco nº 5 28027 Madrid |
| Sweden | +46 8781 8383 (24 hours) | Colt Technology Services ABBox 3458 103 69 Stockholm |
| Switzerland | 0800 560 560 / +41 58 560 1720 (Monday to Friday, 9am - 5pm) | Colt Technology Services AG Bahnhofplatz 1, 8001 Zürich |
À compter du 1er juillet 2017, une nouvelle plateforme numérique permet aux consommateurs et aux utilisateurs de soumettre leurs réclamations au format électronique. Elle est disponible sur le site www.livroreclamacoes.pt et a la même valeur que les réclamations soumises au format papier. Le « Livre de réclamation électronique » (« Livro de Reclamações Electrónico ») a été créé par le décret-loi 74/2017 du 21 juin 2017 et est régi par le règlement 201-A/2017 du 30 juin 2017.
Réclamations relatives aux appels indésirables, aux spams ou aux tentatives d’hameçonnage
Si vous avez reçu des appels indésirables ou si votre numéro a été falsifié, bloqué ou étiqueté comme spam potentiel, veuillez nous contacter ne utilisant le formulaire ci-dessous. Pour une collaboration rapide et efficace, n’oubliez pas de nous fournir vos coordonnées complètes et une description détaillée du problème que vous avez rencontré.
Comment faire remonter le problème s’il persiste
Si votre réclamation n’est toujours pas résolue après huit semaines, sous réserve de tout autre délai spécifié par la législation en vigueur, ou si nous convenons par écrit que le litige doit être réglé par un mode alternatif de règlement des litiges (ADR), vous pouvez contacter l’une des organisations suivantes :
| United Kingdom | Ombudsman Services | 0330 440 1614 | [email protected] | Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU | Ombudsman Services is a third party arbitrator and they will take evidence from both you and Colt to make an independent decision based on the merits of the case. Ombudsman Services will only handle disputes for businesses with ten employees or fewer. |
| Austria | Rundfunk und Telekom Regulierungs-GmbH („RTR“) | 0810 511811 (EUR 0.07267/minute) Monday to Friday, 8am - 5pm | www.rtr.at | Rundfunk und Telekom Regulierungs-GmbH Schlichtungsstelle Mariahilfer Straße 77-79 1060 Wien | A deadline may be set for the RTR to act. This will need to be met if your enquiry is to be processed. When you receive our response, please verify the existence of any such deadlines immediately. |
| Belgium | Ombudsdienst voor Telecommunicatie / Service de médiation pour les télécommunications | +32 22230909 or +32 22230606 | [email protected]; [email protected]; www.ombudsmantelecom.be | Koning Albert II-Laan 8 Bus 3 te 1000 Brussel / Boulevard du Roi Albert II 8 Boite 3 1000 Bruxelles | No additional information |
| Denmark | Teleankenævnet | +45 33186900 | [email protected] or www.teleanke.dk | Teleankenævnet Nørre Voldgade 48, st. 1358 København K | The Danish complaints body "Teleankenævnet" handles certain disputes between end consumers and providers of certain telecommunications services. Find out more about Teleankenævnet's authority and other requirements governing the filing of complaints at www.teleanke.dk. |
| Germany | Conciliation Board of the Federal Network Agency for Electricity, Gas, Telecommunications | +49 228140 | [email protected], www.bundesnetzagentur.de | Ref. 216 Schlichtungsstelle Postfach 80 01 53105 Bonn | No additional information |
| Ireland | Commission for Communications Regulation (ComReg) | +353 1 8049600 | [email protected] or [email protected] or www.comreg.ie | Block DEF, Abbey Court, Irish Life Centre, Lower Abbey Street, Dublin 1 | No additional information |
| Italy | Comitato Regionale per le Comunicazioni (Co.Re.Com.) | n/a | A list of Co.Re.Com. is available at www.corecomitalia.it | n/a | There is one Co.Re.Com. in each Italian Region. The customer should contact the Co.Re.Com. in the region where he is resident or where the offices are located. |
| Netherlands | ACM (Authority for Consumers and Markets) | +31 70 7222 000 | www.acm.nl | PO Box 163262500 BH Den Haag | No additional information |
| Portugal | ANACOM – Autoridade Nacional de Telecomunicações | 800206665 (De Segunda a Sexta-feira: das 9h00 às 16h00) | [email protected] ; www.anacom.pt | Av. José Malhoa, n.º 12,1099-017 Lisboa | No additional information |
| Spain | SETSI | 901336699 | www.usuariosteleco.es | Gobierno de España. Ministerio de Industria Turismo y Comerci P. de Castellana, 160, C.P. 28071 Madrid , Madrid, España . | No additional information |
| Switzerland | Federal Communications Commission (ComCom) | +41 313235290 | [email protected] ; www.comcom.admin.ch | Marktgasse 9CH-3003 Bern | No additional information |
Si vous avez pris les mesures décrites ci-dessus et que vos préoccupations persistent, vous pouvez déposer une réclamation auprès de votre autorité de réglementation nationale :
| United Kingdom | Office of Communications (OFCOM) | 020 7981 3040 or 0300 123 333, [email protected] or www.ofcom.org.uk | Ofcom Contact Centre, Riverside House, 2a Southwark Bridge Road, London SE1 9HA | Ofcom cannot alter an Otelo decision, nor can Ofcom ask for the decision to be reviewed. |
| Austria | Broadcasting and Telecom Regulatory GmbH ("RTR") | 0810 511811 (EUR 0.07267/minute) Monday to Friday, 8am - 5pm Webformular unter: www.rtr.at | Broadcasting and Telecom Regulatory Licensing Office Mariahilfer Straße 77-79 1060 Vienna | Deadlines can be provided for the responsibility of the RTR, which you must comply with, otherwise your request will not be processed: please inform yourself immediately upon receipt of our execution on the existence of such deadlines. |
| Belgium | BIPT / IBPTBelgian Institute for Postal Services and Telecommunications Institut belge des services postaux et des télécommunications | +32 (0) 2 226 88 88 [email protected] www.ombudsman telecom.be | BIPT - Ellipse Building - Building C - Boulevard du Roi Albert II 35 - 1030 Brussels | N/A |
| Denmark | N/A | N/A | N/A | The Danish complaints body “Teleankenævnet” will forward complaints to other Danish complaints bodies as appropriate. If no relevant complaints body exists the customer can opt to take legal action through the competent courts. |
| France | Regulatory Authority for Electronic Communications and Posts (ARCEP) | +33 140477000 [email protected] www.arcep.fr | Regulatory authority for electronic communications and substations7, Square Max Hymans 75730 PARIS Cedex 15 | N/A |
| Germany | Federal Network Agency for Electricity, Gas, Telecommunications, Post and Railways | +49 228140 [email protected] www.bundesnetzagentur.de | Tulip field 453113 Bonn | N/A |
| Ireland | Commission for Communications Regulation (ComReg) | +353 1 8049600 [email protected] or [email protected] www.comreg.ie | Block DEFAbbey Court Irish Life Centre Lower Abbey Street Dublin 1 | N/A |
| Italy | Authority for Communications Guarantees (Agcom) | +39 081 7507111 or +39 06 69644111 [email protected] www.agcom.it | Centro Direzionale, Isola B5Torre Francesco 80143 Naples | Prior to engaging Agcom the customer must contact the competent Co.Re.Com. and go through with their mediation procedure. |
| Netherlands | OPTA (Independent Post and Telecommunications Authority) | +31 70 315 35 00 Please refer to www.opta.nl to fill in online form | Zurichtoren Muzenstraat 41 2511 WB The Hague | N/A |
| Portugal | ANACOM - Autoridade Nacional de Telecomunicações | 800206665 (Monday to Friday: 9am to 4pm) [email protected] www.anacom.pt | Of. José Malhoa, n.º 12,1099-017 Lisbon | N/A |
| Spain | N/A | N/A | N/A | The Spanish regulator SETSI only deals with operators and not with customer complaints. |
| Sweden | The National Post and Telecom Agency (PTS) | +46 8 678 55 00 [email protected] www.pts.se | Box 5398102 49 Stockholm | N/A |
| Switzerland | Federal Communications Commission (ComCom) | +41 313235290 [email protected] www.comcom.admin.ch | Marktgasse 9CH-3003 Bern | N/A |
