Complete Guide to EETT and Your Telecom Consumer Rights in Greece

What Is EETT and What Does It Do?

The Hellenic Telecommunications and Post Commission (EETT) — known in Greek as Εθνική Επιτροπή Τηλεπικοινωνιών και Ταχυδρομείων — was established in 1992 under Law 2075/1992, making it one of the earliest independent regulatory authorities in Greece. Headquartered at 60 Kifisias Avenue in Athens and staffed by 217 employees, EETT serves as the guardian of the electronic communications, radio spectrum, and postal services markets.

EETT's mandate is broad and multifaceted. Specifically, the Commission is responsible for:

• Market regulation of electronic communications and postal services, ensuring healthy competition.
• Radio spectrum management — allocating the frequencies used by mobile networks, broadcasters, and countless other services.
• Dispute resolution between providers and consumers, effectively acting as a mediator.
• Overseeing number portability and network interconnection.
• Functioning as the competition authority for the telecommunications and postal sectors.
• Protecting end-user rights in accordance with national and EU law.

EETT's current legal framework rests primarily on Law 4070/2012 (as amended) and Law 4727/2020, which transposed the European Electronic Communications Code (Directive 2018/1972) into Greek law. The EETT website (www.eett.gr) offers extensive information resources and an online complaint form.

The European Electronic Communications Code (EECC)

Directive 2018/1972 — commonly known as the European Electronic Communications Code (EECC) — was adopted in December 2018 by the European Parliament and transposed into Greek legislation through Law 4727/2020. It represents the most comprehensive regulatory framework ever enacted at the European level for telecommunications, and it directly affects every consumer.

Among its key provisions, the EECC requires each Member State to maintain an independent competent authority (EETT in Greece) responsible for market regulation, network access and interconnection, spectrum allocation, dispute resolution, number portability, and end-user protection (Article 5).

Particularly significant is Article 84, which enshrines every citizen's right to affordable access to broadband internet and voice services at a fixed location. In practical terms, this means that regardless of geographic location, no one should be left without a basic internet connection.

Core Telecom Consumer Rights

Greek and EU legislation together guarantee a range of fundamental rights for every telecom subscriber. Here's what you need to know:

1. Number Portability

One of the most valuable rights at your disposal is number portability: you can switch your mobile or landline provider without losing your phone number. Here's how it works:

• It's completely free — no charges are permitted for porting your number.
• The process is completed within 1 to 3 business days.
• You simply submit a request to your new provider — they handle the entire process.
• Your old provider cannot refuse or deliberately delay the transfer.

Number portability is a critical competitive tool, as it empowers consumers to choose the provider with the best prices and services without the fear of losing their phone number.

2. Contract Rules

The European Code sets strict limits on provider contracts:

• Maximum contract length: 24 months. No provider can lock you in for longer.
• Penalty-free exit once the contract expires — you owe nothing if you leave after the 24-month period.
• Contract summary: providers are required to give you a clear, concise summary of key terms before you sign.
• Transparent pricing: prices must be clearly stated with no hidden charges.

3. Right of Withdrawal (14 Days)

If you signed a contract at a distance (by phone, online, or outside a store), you have the right to withdraw within 14 calendar days without giving any reason and without penalty. This applies to mobile, internet, and bundled service contracts alike. The withdrawal must be submitted in writing (email, fax, or letter).

4. Internet Speed Guarantees

Under the Open Internet Regulation (Regulation 2015/2120) and BEREC guidelines, providers are required to disclose:

• Minimum speed: the lowest speed the provider guarantees.
• Maximum speed: the highest speed you can achieve.
• Normally available speed: the speed you can expect during most hours of the day.
• Advertised speed: the speed stated in marketing materials.

If actual speeds fall significantly below the declared figures, you're entitled to compensation or penalty-free contract termination.

5. Bill Shock Protection

The law mandates bill shock protection mechanisms to prevent unexpected excessive charges. Providers are required to:

• Notify subscribers when they're approaching their plan usage limits.
• Provide free usage alerts via SMS or their app.
• Offer the option of setting a monthly spending cap.

How to File a Complaint with EETT

If you're dealing with a problem that your provider's customer service can't resolve, EETT is your next step. The process is straightforward:

Step 1: First, submit a written complaint to your provider (via email, fax, or their website). Keep the reference number.

Step 2: If you don't receive a satisfactory response within 20 business days, or if you disagree with the answer, escalate the matter to EETT.

Step 3: You can file a complaint with EETT in three ways:

• Online: Through the electronic form at www.eett.gr
• By phone: Call +30 210 6151000
• In person: Visit EETT's offices at 60 Kifisias Avenue, Athens

Step 4: EETT reviews the complaint, requests information from the provider, and issues a decision. Where violations are found, the Commission can impose fines on non-compliant providers.

Important: filing a complaint with EETT is entirely free of charge and requires no lawyer. However, you must first exhaust the resolution process with your provider directly.

Practical Rights — What Applies in Practice

Switching Providers

You can switch providers at any time. If you're still under contract, there may be an early termination fee — but it cannot be prohibitive. Under the EECC, early termination charges must be proportional to the remaining contract period and not excessive. Once your contract expires, switching is completely free.

Unilateral Changes by Your Provider

If your provider unilaterally changes the contract terms (e.g., raises prices), they must notify you at least one month in advance. In this case, you have the right to terminate the contract without penalty within that month.

Special Rights and Protections

Accessibility for People with Disabilities

The EECC mandates equal access to electronic communications services for people with disabilities. Providers are required to offer tailored solutions — such as large-print bills, sign language support, or assistive devices — to ensure no one is excluded from basic telecom services.

Protection of Minors

Providers are obligated to offer free parental control tools to restrict access to inappropriate content via internet or mobile. The protection of minors is a core requirement under Law 4727/2020.

Emergency Calls (112)

Every telecom provider in Greece must guarantee free and uninterrupted access to the European emergency number 112, even without credit or an active SIM card. This obligation stems directly from the EECC.

Tips for Savvy Consumers

Knowing your rights is just the first step. Here are practical tips to make the most of them:

Before signing: Always request the contract summary (providers are legally required to provide one). Read it carefully — especially the duration, prices after any promotional period ends, and early exit terms.

During the contract: Check your bills regularly. If you spot charges you don't recognise, dispute them immediately in writing. Enable usage alerts in your provider's app.

If something goes wrong: Don't wait. File a written complaint with your provider (keep the reference number) and, if the issue persists, escalate to EETT.

Before switching providers: Compare plans using comparison tools. Confirm that number portability will be free, and ask your new provider for the exact steps involved.

Keep records: For every interaction with your provider, ask for a reference number. Save emails, receipts, and contracts — you'll need them if you file a complaint.

EETT's Evolving Role

EETT's work doesn't stop at regulating today's market. With the expansion of 5G, the planned rollout of 6G networks, and the rapid growth of Internet of Things (IoT) services, the Commission's role is becoming increasingly critical. Key challenges ahead include:

• Regulating emerging OTT (over-the-top) service markets, such as WhatsApp, Viber, and Teams.
• Overseeing the use of artificial intelligence in telecommunications.
• Ensuring digital equality between urban and rural areas.
• Addressing data protection and cybersecurity in next-generation networks.
• Aligning with future EU directives, such as the proposed Gigabit Infrastructure Act.

Being well informed is your best line of defence. By understanding your rights and knowing how to assert them, you can tackle any issue with your provider effectively. And if things can't be resolved directly, EETT is there to step in.