How to submit a claim about the provided service, purchased goods or the amount stated on your invoice
You can submit a claim about the extent, quality, or price of purchased goods or a provided service. For example, you can protest any uncertainties in your bill or report the fact that a special service you have ordered has not been set up.
Submitting a claim
- using the Write to us online form
- call us toll-free 800 02 02 02
- in writing at:
Telefónica Czech Republic, a.s.
Customer Care Center
Za Brumlovkou 266/2
Prague 4 - Michle, 140 22 - in person at an O2 Shop
Claim submission process
The period for submitting a claim is set in accordance with §64 of Law no. 127/2005 coll., about Electronic Communications as amended. The complaint needs to be submitted within two months from the delivery of the payment document at the latest. Otherwise, your right to submit a complaint expires.
In accordance with the law, by submitting the complaint you are not relieved of the obligation to cover the bill by its due date.
The law states that a claim must be processed within 1 month; in special cases (need to communicate with foreign providers), this period may be extended to 2 months. However, our company strives to process our customers' claims in a much shorter time. Claim settlements are sent exclusively to the claimants.
