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  • About Regulator
    • Statute
    • Organizational structure
    • Council
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    • Information directory
    • Activity reports
    • Financial plan
    • Financial reports
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    • International cooperation
    • FAQ - frequently asked questions
      • General questions
      • VAS - value added services
      • Radio frequency (RF) spectrum
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  • Electronic Communications
    • Regulations - Electronic communications
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      • Allocation plan and Allotment plans
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    • Market
      • Market analyses
        • Central access wholesale market
        • Wholesale market for call termination in the mobile network
        • Other markets
          • Wholesale market for high-quality access
          • Wholesale market for fixed network call origination
          • Retail market for fixed network access
          • Retail market for media content distribution
          • Retail market for publicly available fixed telephone services
        • Decisions on the determination of relevant markets and conclusions on the adoption of reports
        • Wholesale market for call termination in the fixed network
        • Wholesale market for local access to network elements
      • Reference offers
      • Auditor's report
      • WACC студије - Електронске комуникације
      • Annual market overviews
      • Quarterly market overviews
      • Bundled service price regulation
    • Radio frequency spectrum
      • Radio-communications
        • DVB-T2 digital television
        • T-DAB digital radio
        • FM analogue radio
        • Radio stations in the public mobile communication network
        • Radio stations in a private mobile communication network
        • Radio stations on ships and other vessels
        • Radio stations on aircrafts
        • Radio stations on locomotives
        • Fixed radio communications
        • Satellite radio communications
          • Fixed satellite links
          • Mobile satellite links
          • SNG
        • Amateur radio service
          • Amateur radio license
          • Amateur radio station permit
          • CEPT and HAREC
          • Foreign nationals
        • Radiodetermination service
        • Public communications networks
        • Personal communications networks
        • Short-range devices (SRD)
        • Equipment for program production and organization of special events
          • PMSE
          • PMR
      • Radio frequency spectrum use
        • Licenses for the use of radio frequency spectrum
        • Use of radio frequency spectrum under general authorization regime
        • Radio frequency spectrum use for special purposes
      • Register of the use of radio frequency spectrum
      • Radio frequency spectrum monitoring
        • Photo gallery
          • Remotely controlled monitoring and measuring stations
          • Compact remotely controlled measuring stations
          • Monitoring and measurement centers
          • Measurement vehicles
          • Sensor stations
          • Portable equipment
      • Technical inspection of radio stations
      • Report of interference
      • Database on the use of radio frequency spectrum
      • Instructions and forms
        • Instructions and forms for licenses for the use of radio frequency spectrum
        • Forms and instructions for submitting applications for registering a radio station in radio frequency bands used under the general authorization regime
        • Instructions for technical inspection of radio stations
        • List of persons involved
        • Technical instructions on the procedure for issuing an individual license for the use of radio frequencies for VHF FM broadcasting stations and the use of the radio data system - RDS
        • How to create project documentation
    • Networks and services
      • For users
        • Quality-of-service monitoring
        • Numbering
        • Number porting
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        • Roaming
        • User tools
        • Geographic overview of broadband network distribution
        • Open Internet access
        • Security and integrity of public communications networks and services
      • For operators and service providers
        • Guidelines, forms and reports
          • Notification on the performance of electronic communications activities
          • Application for the use of numbering
          • International connection guide
          • Reports submitted by operators and service providers
          • Annual reports on quality parameters
          • Questionnaires with a list of indicators
            • Annual report - Technical segment
            • Annual report - Financial segment
          • Quarterly reports
        • Annual fees
          • Fees for the performance of electronic communications activities
          • Fees for the use of numbering
        • Quality-of-service monitoring for operators and service providers
        • Expert supervision of operators and service providers
        • Numbering for service providers
        • Number porting for service providers
        • Universal service for service providers
        • Infrastructure for shared use
        • Geographic overview of broadband network distribution for operators
        • ISP open Internet access
        • Security and integrity of public communications networks and services for operators
      • Radio equipment
  • Postal Services
    • Regulations
      • Law on postal services
      • Bylaws
      • International acts
      • Strategies - Postal services
    • Registry - Postal services
    • General terms and conditions and price lists for the provision of postal services
      • Postal service price lists
        • Price list of postal services in national traffic
        • Price list of postal services in international traffic
      • Општи услови за обављање поштанских услуга
    • For postal service users
      • Prices of postal operators' services
      • Complaints of postal service users
    • For postal operators
      • Issuance of permits for the provision of postal services and forms
      • Annual fee for the provision of postal services
      • Forms for the submission of operators' statistical data
      • Submission of reports
    • Universal postal service
      • Regulatory reports
      • WACC studies
      • Results of the independent screening of non-recorded letter-post items
    • Postal services market
      • Quarterly reports - Postal services
      • Studies and surveys
      • Annual market overview
    • Frequently asked questions and answers
    • Innovation and Information
  • Cyber Security
    • Laws - Information security
    • Bylaws - Information security
    • Strategies, studies and guidelines in the area of information security
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General questions

Ratel / About Regulator / FAQ - frequently asked questions / General questions

FAQ - frequently asked questions

FAQ - frequently asked questions

  • Statute
  • Organizational structure
  • Council
  • Management
  • Information directory
  • Activity reports
  • Financial plan
  • Financial reports
  • Activity plans
  • International cooperation
    • General questions
    • VAS - value added services
    • Radio frequency (RF) spectrum
  • Useful links

QUESTION: Can I contact RATEL through this website?

ANSWER: If you want to send us a question, comment or suggestion, you can write to us by e-mail via contact.

QUESTION: Do I have to pay the bill I am objecting to?

ANSWER: The subscriber is obliged to pay the undisputed part of the bill amount, and if he disputes the entire bill, he is obliged to pay the average monthly debt for the last three months preceding the period to which the objection relates (Article 113 of the Law on Electronic Communications, paragraph 3).

QUESTION: Is the operator responsible for the quality of service?

ANSWER: The operator is obliged to remove malfunctions and interference no later than 48 hours from the moment of their occurrence, regardless of whether they occurred in part of the system or the entire system, and in the event that the interruption lasts longer than 48 hours from the moment of its occurrence, the operator is obliged to reduce the amount of the monthly subscription in proportion to the period in which he did not provide the service, for services for which a fixed monthly subscription is paid (Article 27 of the Rulebook on general terms and conditions for the performance of electronic communications activities under the general authorization regime).

The operator should pay special attention to the timely removal of malfunctions and interference for special categories of subscribers such as: homes for the elderly and infirm, elderly and/or disabled persons living in a house or apartment, etc.

The operator is not liable for damage if the quality of the provided service is lower than prescribed or contracted due to objective causes that could not be predicted, avoided or removed (force majeure), as well as due to timely announced works on maintenance of networks and services within deadlines appropriate to the circumstances (Article 113 of the Law on Electronic Communications).

Regulatory Authority for Electronic Communications and Postal Services

PIB: 103986571 | Tax ID: 17606590

Palmoticeva 2 11103 Belgrade, PAK 106306, Republic of Serbia

Location on the city map
phone

0800/800-999

email

ratel@ratel.rs

fax

011/3232-537

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