Dispute with a telecom or internet provider: wrong bill, roaming, unexpected charges: what to do under Georgian law

What to do

1. Data first: a subscriber is entitled to receive detailed billing for the billing period (Law on Electronic Communications, Art. 62); billing and debt reference information is free of charge (Law on Electronic Communications, Art. 62); the operator stores data on the volume, cost and dates of services for 3 years (Regulation on the Provision of Services and Consumer Rights in Electronic Communications, Art. 5). Check the charges against the tariff, the dates and the settings (roaming, connected services, termination date).
2. Complaint to the operator: the complaint must be submitted in writing (same Regulation, Art. 26); the operator must review the complaint within 15 days (Law on Electronic Communications, Art. 63); the operator’s decision must be complete, objective and reasoned (same Regulation, Art. 29); while the complaint is under review, the service may not be restricted or disconnected (same Regulation, Art. 26).
3. Money: the operator must refund an overpayment no later than 10 days after the subscriber’s application (same Regulation, Art. 22). Bill after termination: amounts paid under a terminated obligation are refundable (Civil Code, Art. 976).
4. If the operator refuses or does not respond: you may apply to the operator itself and/or to the Commission, or go straight to court (Law on Electronic Communications, Art. 63); the protection of consumers’ rights in communications is supervised by the National Communications Commission (ComCom) (Law on Electronic Communications, Art. 62); at the Commission there is a public consumer advocate service, which assists and represents the subscriber (same Regulation, Art. 25); the Commission hears the dispute at an oral hearing and, within 10 working days after it, issues a decision binding on the parties (Law on Electronic Communications, Art. 63); if a violation is confirmed — sanctions against the operator and restoration of the violated right (Law on Electronic Communications, Art. 63). The Competition and Consumer Protection Agency does not examine communications disputes (Law on the Protection of Consumer Rights, Art. 29).
5. Where to apply: operator (complaints department) → National Communications Commission and its public consumer advocate → district (city) court.
6. Evidence: the contract and tariff, itemised billing, the termination application with its date, screenshots of roaming settings, the operator’s SMS messages, the written complaint and response.
7. Pitfalls: complaining by phone, leaving no written record; filing a complaint against the operator with the Competition and Consumer Protection Agency; paying the disputed amount in silence — proving an overpayment later is harder.

Be sure to check

• request itemised billing (free of charge) and check the charges against it
• written complaint to the operator; review within 15 days and a reasoned response; the service may not be disconnected while the complaint is under review
• an overpayment is refunded within 10 days of the application
• next step: National Communications Commission (with its public consumer advocate) or court; not the Competition and Consumer Protection Agency