If you are uncertain about the amount stated on your invoice, you can submit a claim
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.
You can submit a claim about your bill in one of the following ways:
- by phone at the Strategic Accounts and Public Administration Line 800 222 777 (or *77 from an O2 mobile phone)
- using the Write to us online form
- by email at verejnasprava@o2.com
- in writingat:
Telefónica O2 Czech Republic, a.s.
Corporate Account Customers' Line
Za Brumlovkou 266/2
Prague 4 – Michle, 140 22
Claim submission process
The period for submitting a claim is set in accordance with §64 of Law no. 127/2005 coll., of the Electronic Communications Act, as amended. The claim 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 two months. However, our company strives to process our customers' claims in a much shorter time. Claim settlements are sent exclusively to the claimants.