Claims

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:

• using the Write to us online form
• by phone at the toll-free line 800 123 456, or *11
• in writing at:
  Telefónica O2 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 without any unnecessary delay, 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 30 days; in complicated cases, this period may be extended to 60 days. However, our company strives to process our customers' claims in a much shorter time. Claim settlements are sent exclusively to the claimants.

For downloading

• General terms and conditions for providing electronic communications services via mobile and fixed wireless networks
• Claim regulations of Telefónica O2 Czech Republic, a.s., for services provided via a fixed network
• Claim regulations of Telefónica O2 Czech Republic, a.s., for services provided via a mobile network