CONSUMER SUPPORT COMPLAINTS

Complaints

Complaint can be filed only by the customer who is the owner of the subscription

The time limit for complaint processing for physical persons is 8 days, i.e. 15 days for legal persons. The reply to a filed complaint will be sent by SMS message or electronic- mail. If the complaint is filed for a deactivated internet number or you are a user of Smart Watch or five tracker device, you need also to stress your contact phone number and e-mail address. The complaint may be filed by visiting Yettel shop or making a call to Contact Centre (063 9000).

The time limit for complaint processing for physical persons is 8 days, i.e. 15 days for legal persons. The reply to a filed complaint will be sent by SMS message or electronic- mail. If the complaint is filed for a deactivated internet number or you are a user of Smart Watch or five tracker device, you need also to stress your contact phone number and e-mail address. The complaint may be filed by visiting Yettel shop or making a call to Contact Centre (063 9000).

Type of service

Type of subscriber *prepaid is a rechargeable number, postpaid is a number that implies a monthly bill *postpaid is a monthly bill

Type of subscriber

Phone number or contract number owners

Resource or contract number

Phone number *enter phone number in format: 6XXXXXXXX

Resource

Contract number *enter the contract number in format X.XXXXXX to which the complaint refers

Name and surname of subscription owner

Identification of subscription owner

Company name

Identification of subscription owner

Name and surname of subscription owner

Identification of subscription owner

Name and surname of subscription owner

Identification of subscription owner

Company name

Identification of subscription owner

Company name

Identification of subscription owner

Select complaint

Select a month to which complaint refers

Have you downloaded the specification over portal/Yettel application?

Yes

No

Does the complaint refer to subscription or whole bill?

Subscription

Whole bill

Does the complaint refer to a specific amount and which?

Yes

No

Select a month to which complaint refers

Specify the date and place where you have paid recharge

Have you downloaded the specification over portal/Yettel application?

Yes

No

Does the complaint refer to a specific amount and which?

Yes

No

Select a month to which complaint refers

The country where you used the services

Have you downloaded the specification over portal/Yettel application?

Yes

No

Does the complaint refer to a specific amount and which?

Yes

No

Does the complaint refer to roaming tariff or roaming add-on

Roaming tariff

Roaming addon

Have you selected the network to use manually or automatically?

Automatic

Manually

Specify the type of traffic of which you are complaining of

Govorni saobraćaj

Internet

SMS

Device name and model

Serial number (S/N)

Device IMEI

Have you handled the device according to enclosed instructions?

Yes

No

Has the device been at the service check

Yes

No

Have you taken the device from service check up

Yes

No

Have you reset the device?

Yes

No

Select a month to which complaint refers

Type of service to which the complaint refers

Does the complaint refer to the subscription for that service?

Yes

No

Does the complaint refer to that service functionality?

Yes

No

Have you downloaded the specification over portal/Yettel application?

Yes

No

Does the complaint refer to a specific amount and which?

Yes

No

Specify what complaint refers to

Specify the period to which the complaint refer

Specify whether the described is in your bill

Does the complaint refer to our offer?

Yes

No

Does the complaint refer to that service functionality?

Yes

No

Does the complaint refer to information received?

Yes

No

Is the technical challenge in question?

Yes

No

Place where the challenge occurs?

Street

House/building number

Location details (ground floor, basement, floor, etc.)

Date from which difficulties appear

Type of network used (2G, 3G, 4G, etc.)

auto

2G

3G

4G

Have you checked the SIM card in other devices

Yes

No

Do other users in your location have the same difficulties

Yes

No

Serial SIM card number

Description

Attachment (optional) (Please use: MS Word, JPEG, PNG, Excel or PDF)

Attachment (Please use: MS Word, JPEG, PNG, Excel or PDF)

In order for the objection to be taken into consideration, it is necessary to attach the handwritten signature of the responsible person. That is, if the objection is filed by another person, who is not a signatory to the contract, an authorization certified by a notary is necessary. Objection filed on behalf of the user by a lawyer is valid with a power of attorney.

How do you wish to receive the answer?

E-mail

SMS

*the number can only be from the Yettel network and owned by you

*Answers sent to e-mail will be encrypted, and the unlocking code sent by SMS message to phone number to which the complaint refers or another of your active phone numbers in Yettel network
*Answers for Internet numbers or number which are not active shall be sent to postal address, if you don't have an active number for calls in Yettel network

*We send answer for unregistered prepaid numbers by SMS message to the number to which the complains refers

*Answers for legal person is sent by E-mail or postal address

*Apart from the stated, you can take the answer to a complaint at any time in Yettel shop with valid identification document

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Confirm submission of objection

Your complaint is being sent, the process can take up to 1 minute, please wait.