Changing the price or terms of a telecoms contract
Ändring av pris eller villkor i telekomavtal - Engelska
Sometimes the company raises prices or makes other changes to the contract of your television, internet or mobile subscription. The rules for making changes differ depending upon whether you have a fixed-term with a commitment period contract or a month-to-month contract.
Translated page: This text has been translated from Swedish. The text and appearance of the page may look different from the original page.
Is the company entitled to make changes to the contract?
The company’s freedom to make changes to the contract depends upon the type of contract one has and what is written in the contract. This also applies when, for example, the company wants to increase the price.
Contracts with a commitment period (fixed-term contracts)
If you have a fixed-term contract, for example 12 months, that you have committed to, both you and the company are bound by what is in the contract for the entirety of the fixed term. As a rule, the company is not entitled to change the price or the terms during the commitment period.
One exception is if the provider gives a valid reason for the change, and if the change is included in the contract’s terms and conditions. If the provider changes the terms and conditions without giving a valid reason, you may have the right to terminate the contract with immediate effect.
Month-to-month contract
If you do not have a commitment period, you usually have a month-to-month contract (a contract where the service runs for an indefinite period). If you have a month-to-month contract, the company may change the terms and conditions and the price, provided it informs you at least one month before the change is to take effect. When you receive this information, you must also be informed of your right to terminate the contract without a penalty if you do not agree to accept the change.
Further information about changes to the Terms and Conditions is available on the Swedish Telecoms Advisers’ website (In Swedish)
Object to the change
Contact the company, preferably in writing, for example by sending an e-mail. Then you have evidence that you complained. If you use a form on the company’s website, you can take a picture or a screenshot. If you contact them via their chat function, save a copy of the chat when you have finished. If you telephone them, you can record the conversation. As long as you are one of the parties to the conversation, it is legally permission to record it.
It is advisable to include the following information when contacting the company:
customer number and Swedish civil registration number
telephone number, home postal address and e-mail address
a clear and concise description of the problem
what you want from the provider.
Swedish Telecom Advisors provide advice and guidance
The Swedish Telecom Advisors provide free and impartial advice to consumers concerning subscriptions for television, telephone service, and broadband and fibre internet service based on applicable legislation and the case decisions of the National Board for Consumer Disputes.
After an initial complaint being filed, the Swedish Telecom Advisors might be able to assist in facilitating the dialogue between you and the provider of the services via a mediation-like procedure, with the goal of trying to find a resolution to the situation. The Swedish Telecom Advisors’ Rules of Conduct go beyond existing consumer legislation and may therefore be important to you if you end up in a dispute with a provider.
The Swedish Telecom Advisers (In Swedish)
The National Board for Consumer Disputes (ARN)
Is the dispute between you and the operator not resolved? Then you can file a complaint with the National Board for Consumer Disputes (ARN). ARN will assess your case and make a recommendation on how to resolve the dispute. Most companies follow ARN’s recommendations. A normal processing time is approximately six months.
What does it cost to file a complaint with ARN?
It costs SEK 150 to file a complaint with ARN. When you submit your complaint, you can request that the company compensates you for the cost if ARN makes a recommendation in your favor.
Requirements for ARN to consider your case
The company has either rejected your claims or has not responded within a reasonable time.
The amount you and the company are in dispute about is more then SEK 500. You cannot include the application fee to ARN.
You file the complaint within one year from the first time you complained to the company.
Source: Telekområdgivarna
Proofread: 3 June 2024