General Legal Information

Click here to read "General Terms for the Provision of Public Mobile Telephony Services to the Subscriber"
 

1. Complaints of “Technical defects” “Billing-related complaints” also other types of complaints may be submitted via:
a. call to 149
b. official webpage www.vodafone.al , Support Section
c. Email to the following address nakontaktoni@vodafone.com
d. Social Network Facebook
e. Vodafone Shops
f. Mail to Vodafone official address
2. Time term for complaints submission is as follows:
a. Complaints for “Technical defects” are submitted at any time (24 hours service);
b. Complaints for Vodafone decisions or actions on access or action committed by Vodafone within the time-terms defined in the decision;
c. Billing-related complaints are submitted until the end of the claimed bill payment deadline;
d. Complaints on failure to remedy the defects shall be submitted immediately after the time-term expiry according to the respective clause in the contract;
e. Other complaints of any kind shall be presented as early as possible.

3. Complaints, depending on their type, are examined by the respective structures of Vodafone, based on the information received from the other branches or sectors and according to the rules, their respective analysis and solution is performed, in compliance with the terms and conditions specified in the subscription contract;

4. Time-term for the written notification to the subscriber about the conclusions of the complaints analysis according to the points 2.b, 2.c, 2.d and 2.e is within 15 (fifteen) days following their receipt;

5. Vodafone shall register on the appropriate system and keep a separate register for the complaints submitted according to the points 1, assigning a reference number to each of them;

6. Subscriber shall be entitled, in compliance with the provisions in the contract on the disputes resolution, to appeal to the court for the decision made by Vodafone.

1. Complaints of “Technical defects” “Billing-related complaints” also other types of complaints may be submitted via:
a. number 140
b. official webpage www.vodafone.al , Support Section
c. Email to the following address nakontaktoni@vodafone.com
d. Social Network Facebook
e. Vodafone Shops
f. Mail to Vodafone official address
2. Time term for complaints submission is as follows:
a. Complaints for “Technical defects” are submitted at any time (24 hours service);
b. Complaints for Vodafone decisions or actions on access or action committed by Vodafone within the time-terms defined in the decision;
c. Complaints on failure to remedy the defects shall be submitted immediately after the time-term expiry according to the respective clause in the contract;
d. Other complaints of any kind shall be presented as early as possible.

3. Complaints, depending on their type, are examined by the respective structures of Vodafone, based on the information received from the other branches or sectors and according to the rules, their respective analysis and solution is performed, in compliance with the terms and conditions specified in the subscription contract;

4. Time-term for the written notification to the subscriber about the conclusions of the complaints analysis according to the points 2.b, 2.c and 2.d is within 15 (fifteen) days following their receipt;

5. Vodafone shall register on the appropriate system and keep a separate register for the complaints submitted according to the points 1, assigning a reference number to each of them;
6. Subscriber shall be entitled, in compliance with the provisions in the contract on the disputes resolution, to appeal to the court for the decision made by Vodafone.

Do not respond to fraudulent SMSs or lottery prizes or calls from unknown international numbers

We have observed that the fraudulent communication is predominantly of the following types:

Please do not call any unidentified international number as it may result in higher call charges. Vodafone does not directly or indirectly subscribe to any of the above activities and does not actively or otherwise encourage them.

Vodafone Albania has published on its official website the new version of the Interconnection Reference Offer (in Albanian language only), approved by Decision No.2179, dated 29.10.2012of AKEP and amended. This document includes the Service Level Agreement (SLA).

The Interconnection Reference Offer determines the criteria and procedures for the regulation of the interconnection matters between Vodafone Albania as the Interconnection Provider and the Beneficiary Operator over the services and related facilities of such interconnection. 

To read the Interconnection Reference Offer –  available in Albanian version only – please click here  

Call termination rate
The maximum level of the national call termination rate on the Vodafone Albania network is shown in the following table by value and deadline:
  

	From 01.12.2018	From 01.12.2019  (until another decision by AKEP)
National calls termination rate	1.22	1.11

 

 
 
 The rate is in ALL per minute without VAT. This rate is approved by Decision no. 71, dated 01.10.2018
 
 
SMS termination rate
The maximum level of the SMS termination rate on the Vodafone Albania network is shown in the following table by value and deadline:

 

	From 01.04.2014  (until another decision by AKEP)
SMS termination rate	1

The rate is in ALL/SMS without VAT. This rate is approved by Decision no. 2439 of AKEP’s Steering Council, dated 27.03.2014.

Based on Law no. 9918/2008, as amended and the Regulation no. 16 “On Quality of Service Indexes”, Vodafone Albania has published the updated Quality of Service data reported to AKEP.

Find below the Quality Service Indicators :

Quality Service Indicators for Mobile Network

Quality Service Indicators for Internet Access