Compensation for prolonged outage goes by July 1, 2017 in




Providers by July 1 next year obligation to provide compensation to customers for TV, Internet and telephony problem that lasts longer than 12 hours. Minister Kamp of Economic Affairs has made the amendment to do so Friday.

With TV, Internet and telephony problem that lasts longer than 12 hours, customers will soon be entitled to a fee of at least one euro. The consumer has a monthly subscription and the interference 12 to 24 hours, which should at least compensate a thirtieth of the monthly cost provider. At every 24 hours that lasts the fault, the compensation will increase by one-thirtieth. For a monthly subscription of 30 euros, so the amount is after every 24 hours for 1 euro, calculated from the time the outage has lasted twelve hours. “Providers can distinguish natural from their competitors by paying higher compensation to customers,” states Minister Kamp.

Also, prepaid customers are entitled to compensation: for them it is 50 cents for every 24 hours without connecting. Providers may choose not to offer money, but to compensate in some other way, for example with additional credit. The client must explicitly give their consent to such an offer.

Providers can take the initiative to compensate, or working with application forms. On these forms, customers can for example make their choice for a compensation in cash or in kind known. Also obtain corporate clients providers the obligation to compensate for long jams.

The compensation applies to both rural and regional breakdowns, but only subscribers who are resident or established in the area where the consequences of failure occur, will be eligible. Who’s at the hotel or at work in a field other than his hometown, fishing behind the net. The government so chooses simply to keep the output of the system.

Providers may only in exceptional cases invoke force majeure: for example, if the fault is due to floods, earthquakes or terrorist attacks. If the failure is due to maintenance work, excavation, power failures, human error or hardware or software problems, providers must still proceed to compensation.

The amendment of the Telecommunications Act is published in the Government Gazette. More information can be found in the Explanatory Memorandum .


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