Results of the "TP Blue Line" inspection - UKE

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Results of the "TP Blue Line" inspection


2004-06-01

On the basis of an inspection, the President of the Office of Telecommunications and Post Regulation has stated that so called “TP Blue Line” - a system enabling placing orders and subscriber service at distance introduced by “Telekomunikacja Polska S.A.” has been functioning incorrectly.

The inspection of “TP Blue Line” functioning carried out by URTiP had lasted over 3 months and ended in mid-April this year. Six regional branches of URTiP and inspectors from the Office headquarters were involved in the inspection proceedings. TP S.A. organizational units in Katowice, Kraków, Olsztyn, Poznań and Warsaw responsible for remote customer service were inspected in detail.

The subject of the inspection was to check the functioning of the “TP Blue Line” in the context of compliance with the provisions of the Telecommunications Law, the ordinance of the Minister of Economy on telecommunications services complaints and the ordinance of the Minister of Infrastructure on detailed conditions concerning the use of rights by subscribers of a public telephone network. The inspection covered applications, telecommunications services orders and complaints submitted through the “TP Blue Line” and also conditions for the restriction and suspension by TP S.A. of the provision of telecommunications services and giving compensations to subscribers. 

As a result of the inspection, it was established that during the introduction of the “TP Blue Line” the operator wrongly estimated the number of incoming calls. Limited number of consultants in the initial phase and simultaneous liquidation of the majority of Customer Service Offices all over the country (they were replaced with only 24 Customer Service Points) was also of importance. Another common problem was a big number of applications registered in the system which were not handled within a deadline. Registered applications concerned the whole range of services provided by the operator and also enquiries and complaints. The work of persons operating the system was organized in a way which made it impossible to handle incoming applications. Thereby users of telecommunications services were deprived of the possibility of free use of their rights within valid time limits.

In addition, the analysis of kept registers indicated that 145 complains concerning the functioning of the “TP Blue Line” were submitted to the Office, which makes 45% of the total number of complaints on TP S.A. activity addressed to the President of URTiP in the analyzed period. However, taking into account the fact that in the vast majority of cases the subscriber touches upon several problems in one complaint, this number becomes much higher. The impossibility to contact a consultant or long waiting periods for a connection were the most common problems in the complaints. There were also some difficulties in establishing with the consultant facts of the case, and having established facts of the case, in the execution of these resolutions, obtaining contradictory information from different consultants and the lack of possibility to contact people other than the consultants.

On May 27 2004, after the analysis of conclusions drawn from the inspection, the President of the Office of Telecommunications and Post Regulation Mr. Witold Graboś instituted ex officio  administrative proceedings concerning the infringement by TP S.A. of the Telecommunications Law, executive regulations to the Law and the “Rules of providing telecommunications universal service by Telekomunikacja Polska S.A.”.

The aim of the administrative proceedings is to issue a decision specifying the scope of the infringement and indicating the time limit for its removal. The President of the URTiP will inform the public about the results of the proceedings after they are finished in a separate communication.

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