Vodafone has worked to fully align the contract terms with the requirements of the Consumer Protection Regulation.
The specific changes depend on when you signed your contract, as the adaptation process has been ongoing over time, and therefore the contract has been updated at different stages. We invite you to read the full contract; however, in any case, the changes resulting from the regulation are aimed at ensuring transparency and consumer protection.

Additionally, Article 5 has been updated to reflect the impact of inflation on electronic communication services. Considering the effect of inflation on the prices of all basic goods and services (electricity, fuel, etc.), and to enhance transparency in the customer relationship, the terms and conditions in Article 5 now specify how inflation will influence the prices of electronic communication services in the coming years.

For this reason, we invite you to read the provisions of Article 5 of the contract and the FAQs below, prepared to provide further information for consumers.

Compliance with Regulation No. 49, dated 11.03.2021, “On the Protection of Consumers and Subscribers of Public Electronic Communications Services”

Vodafone is committed to offering the best customer experience by providing uninterrupted service in accordance with the rules of the Regulatory Authority in the telecommunications sector.
By Decision No. 2, dated 11.03.2021, AKEP approved the Regulation “On the Protection of Consumers and Subscribers of Public Electronic Communications Services.” Vodafone has continuously worked to implement the regulation’s requirements in all operational processes.

This regulatory act aims to ensure more effective protection for consumers and subscribers of public electronic communications services through clearer rules on subscriber rights in their relationships with operators, including:

• Conditions for transparency and the publication of information by providers of public electronic communications networks/services;

• Clear rules for access to emergency services and the transmission of subscriber location information for such calls, including calls to the unique emergency number 112;

• Explicit obligations for the terms and conditions that must be included in and form part of subscriber contracts for the provision of public electronic communication networks and/or services;

• Clarifications on contract duration, renewal, and termination;

• Rules regarding the billing system and its accuracy;

• Measures to ensure equal access for persons with disabilities in accordance with Article 151/1 of Law No. 54/2024;

• Clearer rules for handling complaints by operators, maintaining complaint records, and resolving subscriber-operator disputes.

For more information, please visit Regulation No.49 dated 11.03.2021 – On the protection of the consumer and subscriber of public electronic communications (akep.al) on AKEP’s official website, as well as the updated General Terms & Conditions for Subscribers