PRESS RELEASE: 97 % of Internet access service customers are correctly informed about service parameters by providers

Prague, 7 April 2021 – The vast majority of Internet access service providers already correctly inform customers, in their contract documents, about the parameters of the service as required by the general authorisation effective from 1 January 2021. This is a fundamental progress from February 2021, when just under four percent of providers met their obligations. In the first quarter of this year, the Czech Telecommunication Office not only monitor the fulfilment of obligations, but in particular also provided the undertakings concerned with maximum education and cooperation so that the purpose of the general authorisation would be fulfilled as soon as possible.

More than 73% of Internet access service providers have their contract documents in compliance with the general authorisation VO-S/1/08.2020-9. This 73 % represents 97% of the market, i.e. almost all customers can find all necessary and mandatory information in contractual documents. CTU has already proceeded with specific penalties in form of fines in cases where remedies are too late or where providers have not complied with the obligations.


For customers: What shall the contract on Internet access service consist of​                                                                                             Provider of an Internet access service at a fixed location shall specify in the contract or contract document advertised speed, maximum speed, normally available speed, which is available 95% of the time during one calendar day and its value corresponds to at least 60% of the value of the advertised speed, and minimum speed which corresponds to at least 30% of the value of the advertised speed. Provider of a mobile Internet access service shall specify in the contract not only advertised speed but also estimated maximum speed. By both Internet access at a fixed location and mobile Internet access, providers shall specify in the contract definition of big discrepancies from the agreed level of performance of a service and shall also inform about the possibilities to pursue remedies. If this information is not included in relevant contract documents, customers should contact the operator.

Press Unit
Czech Telecommunication Office
Tereza Meravá