Preguntas y Quejas
Si tiene preguntas, sugerencias o quejas con respecto a Colt o los servicios que prestamos, puede ponerse en contacto con nosotros o con cualquiera de las entidades indicadas a continuación de la siguiente forma:
Servios de Colt al cliente
Quejas
Entidad de defensa imparcial / quejas
Autorité réglementaire/Autorité de Regulation or Reglemenation
Servios de Colt al cliente
Si tiene alguna pregunta sobre ventas, cancelaciones, facturación o defectos técnicos, póngase en contacto con nosotros de la siguiente forma:
| Country | Telephone | Postal address | |
|---|---|---|---|
| UK | 0800 136 166 +44 203 140 2023 (Monday to Friday, 8:30am - 5pm) | Service delivery: uk.csc@colt.net Billing: ukcreditcontrolsupport@colt.net | Customer Service Colt Technology Services Beaufort House 15 St Botolph Street London EC3A 7QN |
| Austria | 0800 880 990 +43 1 20 500 500 (Monday to Friday, 9am - 5pm) | helpdesk.at@colt.net | Colt Technology Services GmbH z.H. Kundenbetreuung Kärntner Ring 10-12 1010 Wien |
| Belgium | 0800 507 01 or +32 2 790 16 29 (24 hours) | be.csc@colt.net | Customer Service Colt Technology Services nv Culliganlaan 2 H B-1831 Diegem |
| Denmark | +45 70 21 23 20 (24 hours) | dk.helpdesk@colt.net | Colt Technology Services A/S Borgmester Christiansensgade 55 2450 København SV |
| France | 0800 948 888 + 33 1 70995600 (Monday to Friday, 9am - 5pm) | fr.csc@colt.net | Colt Technology Services Customer Service 23-27 rue Pierre Valette 92247 Malakoff Cedex |
| Germany | 0800 111 1230 + 49 69 56606 5680 (24 hours) | de.cmc@colt.net | Colt Technology Services GmbH, Kundenservice Herriotstrasse 4 60528 Frankfurt/Main |
| Ireland | 1800 944 040 +34 93 5502568 | ie.helpdesk@colt.net | Colt Technology Services Limited One Gateway, East Wall Road Dublin 3 |
| Italy | 192090 + 39 0289634895 | it.csc@colt.net | Colt Technology Services S.p.A. Viale Jenner, 56 20159 Milano |
| Netherlands | 0800 2658 112 + 31 20 888 2433 | nl.csc@colt.net | Colt Technology Services B.V. Van der Madeweg 12-14a 1099 BT Amsterdam |
| Portugal | 808 780 222 + 351 211 200 222 | ptcoltpthelpdesk@colt.net | Estrada da Outurela, n.º 118, Ed. B1, Parque Holanda, 2790-114 Carnaxide |
| Spain | 901 888400 +34 93 5502714 | soporte.incidencias@colt.net | Colt Technology Services SAU Customer services C/ Telémaco nº 5 28027 Madrid |
| Sweden | +46 8781 8383 (24 hours) | se.helpdesk@colt.net | Colt Technology Services AB Box 3458 103 69 Stockholm |
| Switzerland | 0800 560 560 (Monday to Friday, 9am - 5pm) | customer.service-ch@colt.net | Colt Technology Services Mürtschenstrasse 27 CH-8048 Zürich |
Quejas
Si tiene una queja sobre algún aspecto de nuestros servicios, puede ponerse en contacto con Colt de cualquiera de las siguientes formar:
Le rogamos proporcionar la siguiente información:
- Los principales datos de su queja
- Su cuenta con Colt o el número de su circuito (sólo para actuales clientes de Colt) y
- Su nombre y número de teléfono.
Haremos todo lo posible por acusar recibo de su queja dándole un número de referencia en un máximo de un día laboral.
Haremos todo lo posible por resolver su queja en un máximo de veinte días a partir del acuse de recibo.
Durante la investigación de la queja haremos todo lo posible por estar en contacto con usted y tenerlo informado de la evolución del asunto.
| Country | Telephone | Postal address | |
|---|---|---|---|
| UK | 020 7390 7868 (Monday to Friday, 8:30am - 5pm) | cimukcomplaints@colt.net | Customer Service Colt Technology Services Beaufort House 15 St Botolph Street London EC3A 7QN |
| Austria | 0800 880 990 +43 1 20 500 500 (Monday to Friday, 9am - 5pm) | csc@colt.net | Colt Technology Services GmbH z.H. Kundenbetreuung Kärntner Ring 10-12 1010 Wien |
| Belgium | 0800 507 01 or +32 2 790 16 29 (24 hours) | be.cscfaults@colt.net | Customer Service Colt Technology Services nv Culliganlaan 2 H B-1831 Diegem |
| Denmark | +45 70 21 23 20 (24 hours) | dkhelpdeskcsc@colt.net | Colt Technology Services A/S Borgmester Christiansensgade 55 2450 København SV |
| France | 0811 650660 (Monday to Friday, 9am - 5pm) | fr.helpdeskcsc@colt.net | Colt Technology Services Customer Service 23-27 rue Pierre Valette 92247 Malakoff Cedex |
| Germany | 0800 5552121 (24 hours) | de.csc@colt.net | Colt Technology Services GmbH, Kundenservice Herriotstrasse 4 60528 Frankfurt/Main |
| Ireland | 1800 944 040 (Monday to Friday, 9am - 5pm) | ie.helpdesk@colt.net | Colt Technology Services Limited One Gateway, East Wall Road Dublin 3 |
| Italy | 800 909319 | it.csc@colt.net | Colt Technology Services S.p.A. Viale Jenner, 56 20159 Milano |
| Netherlands | 0800 265 8023 + 31 20 888 2433 | nl.csc@colt.net | Colt Technology Services B.V. Van der Madeweg 12-14a 1099 BT Amsterdam |
| Portugal | 808 780 222 ( De Segunda a Sexta-feira: das 9h00 às 18h00) | coltpthelpdesk@colt.net | Estrada da Outurela, n.º 118, Ed. B1, Parque Holanda, 2790-114 Carnaxide |
| Spain | 901 888400 (Monday to Friday, 9am-1pm and 2pm-6pm) | soporte.incidencias@colt.net or es@colt.net | Colt Technology Services SAU Customer services C/ Telémaco nº 5 28027 Madrid |
| Sweden | +46 8781 8383 (24 hours) | se.helpdesk@colt.net | Colt Technology Services AB Box 3458 103 69 Stockholm |
| Switzerland | 0800 560 560 (Monday to Friday, 9am - 5pm) | customer.service-ch@colt.net | Colt Technology Services Mürtschenstrasse 27 CH-8048 Zürich |
Entidad de defensa imparcial / quejas
Si su queja sigue sin estar resuelta pasadas ocho semanas, siempre sujeto a otras indicaciones de plazos de tiempo establecidas por las leyes aplicables o si acordamos por escrito que la disputa debiera ser resuelta por medio de Resolución Alternativa de Disputas (RAD), puede ponerse en contacto con una de las siguientes entidades:
| Country | Name of Ombudsman organisation | Contact details | Postal address | Additional information |
|---|---|---|---|---|
| UK | Office of the Telecommunications Ombudsman (Otelo) | 0845 0501614 enquiries@otelo.org.uk www.otelo.org.uk | Wilderspool Park Warrington WA4 6HL | Otelo is a third party arbitrator and they will take evidence from both you and Colt to make an independent decision based on the merits of the case. Otelo will only handle disputes for businesses with ten employees or fewer who spend less than £5000 p.a |
| Austria | Rundfunk und Telekom Regulierungs-GmbH („RTR“) | 0810 511811 (EUR 0.07267/minute) Monday to Friday, 8am - 5pm www.rtr.at | Rundfunk und Telekom Regulierungs-GmbH Schlichtungsstelle Mariahilfer Straße 77-79 1060 Wien | A deadline may be set for the RTR to act. This will need to be met if your enquiry is to be processed. When you receive our response, please verify the existence of any such deadlines immediately. |
| Belgium | Ombudsdienst voor Telecommunicatie / Service de médiation pour les télécommunications | + 32 22230909 +32 22230606 klachten@ombudsman telecom.be plaintes@mediateur telecom.be www.ombudsman telecom.be | Barricadenplein 1 1000 Brussel | N/A |
| Denmark | Teleankenævnet | +45 33186900 Teleanke@teleanke.dk www.teleanke.dk | Teleankenævnet Nørre Voldgade 48, st. 1358 København K | The Danish complaints body "Teleankenævnet" handles certain disputes between end consumers and providers of certain tele¬communications services. Find out more about Teleankenævnet's authority and other requirements governing the filing of complaints at www.teleanke.dk. |
| France | N/A | N/A | N/A | N/A |
| Germany | Conciliation Board of the Federal Network Agency for Electricity, Gas, Telecommunications | +49 228140 info@bnetza.de www.bundesnetzagentur.de | Ref. 216 Schlichtungsstelle Postfach 80 01 53105 Bonn | N/A |
| Ireland | Commission for Communications Regulation (ComReg) | +353 1 8049600 info@comreg.ie or consumerline@comreg.ie www.comreg.ie | Block DEF Abbey Court Irish Life Centre Lower Abbey Street Dublin 1 | N/A |
| Italy | Comitato Regionale per le Comunicazioni (Co.Re.Com.) | A list of Co.Re.Com. is available at www.corecomitalia.it | A list of Co.Re.Com. is available at www.corecomitalia.it | There is one Co.Re.Com. in each Italian Region. The customer should contact the Co.Re.Com. in the region where he is resident or where his offices are located. |
| Netherlands | N/A | N/A | N/A | The Dutch Ombudsman only deals with consumer related issues and therefore, any disputes should either be referred to the Dutch regulator OPTA, or resolved through arbitration or legal action. |
| Portugal | ANACOM – Autoridade Nacional de Telecomunicações | 800206665 (De Segunda a Sexta-feira: das 9h00 às 16h00) info@anacom.pt www.anacom.pt | Av. José Malhoa, n.º 12, 1099-017 Lisboa | N/A |
| Spain | SETSI | 901336699 www.usuariosteleco.es | Gobierno de España. Ministerio de Industria Turismo y Comercio P. de Castellana, 160, C.P. 28071 Madrid , Madrid, España . | N/A |
| Sweden | N/A | N/A | N/A | N/A |
| Switzerland | Federal Communications Commission (ComCom) | + 41 313235290 comcom@comcom.admin.ch www.comcom.admin.ch | Marktgasse 9 CH-3003 Bern | N/A |
Autoridad reguladora
Si ha utilizado las medidas anteriormente descritas pero sigue estando descontento, puede presentar una queja que será estudiada por la autoridad reguladora local del sector:
| Country | Name of regulatory body | Contact details | Postal address | Additional information |
|---|---|---|---|---|
| UK | Office of Communications (Ofcom) | 020 7981 3040 or 0300 123 333 contact@ofcom.org.uk www.ofcom.org.uk | Ofcom Contact Centre Riverside House 2a Southwark Bridge Road London SE1 9HA | Ofcom cannot alter an Otelo decision, nor can Ofcom ask for the decision to be reviewed |
| Austria | Rundfunk und Telekom Regulierungs-GmbH („RTR“) | 0810 511811 (EUR 0.07267/minute) Monday to Friday, 8am - 5pm Webformular unter: www.rtr.at | Rundfunk und Telekom Regulierungs-GmbH Schlichtungsstelle Mariahilfer Straße 77-79 1060 Wien | Für die Zuständigkeit der RTR können Fristen vorgesehen sein, die Sie einhalten müssen, da sonst Ihre Anfrage nicht bearbeitet wird: informieren Sie sich bitte sofort nach Erhalt unserer Erledigung über das Bestehen derartiger Fristen. |
| Belgium | BIPT / IBPT Belgisch Instituut voor Postdiensten en Telecommunicatie Institut belge des services postaux et des télécommunications | +32 (0) 2 226 88 88 info@bipt.be www.ombudsman telecom.be | BIPT - Ellipse Building - Gebouw C - Koning Albert II-laan 35 - 1030 Brussel | N/A |
| Denmark | N/A | N/A | N/A | The Danish complaints body “Teleankenævnet” will forward complaints to other Danish complaints bodies as appropriate. If no relevant complaints body exists the customer can opt to take legal action through the competent courts. |
| France | Autorité de régulation des communications électroniques et des postes (ARCEP) | +33 140477000 courrier@arcep.fr www.arcep.fr | Autorité de régulation des communications électroniques et des postes 7, Square Max Hymans 75730 PARIS Cedex 15 | N/A |
| Germany | Bundesnetzagentur für Elektrizität, Gas, Telekommunikation, Post und Eisenbahnen | +49 228140 info@bnetza.de www.bundesnetzagentur.de | Tulpenfeld 4 53113 Bonn | N/A |
| Ireland | Commission for Communications Regulation (ComReg) | +353 1 8049600 info@comreg.ie or consumerline@comreg.ie www.comreg.ie | Block DEF Abbey Court Irish Life Centre Lower Abbey Street Dublin 1 | N/A |
| Italy | Autorità per le Garanzie nelle Comunicazioni (Agcom) | +39 081 7507111 or +39 06 69644111 info@agcom.it www.agcom.it | Centro Direzionale, Isola B5 Torre Francesco 80143 Naples | Prior to engaging Agcom the customer must contact the competent Co.Re.Com. and go through with their mediation procedure. |
| Netherlands | OPTA (Onafhankelijke Post en Telecommunicatie Autoriteit) | +31 70 315 35 00 Please refer to www.opta.nl to fill in online form | Zurichtoren Muzenstraat 41 2511 WB Den Haag | N/A |
| Portugal | ANACOM – Autoridade Nacional de Telecomunicações | 800206665 (De Segunda a Sexta-feira: das 9h00 às 16h00) info@anacom.pt www.anacom.pt | Av. José Malhoa, n.º 12, 1099-017 Lisboa | N/A |
| Spain | N/A | N/A | N/A | The Spanish regulator SETSI only deals with operators and not with customer complaints. |
| Sweden | Post- och telestyrelsen (PTS) | +46 8 678 55 00 pts@pts.se www.pts.se | Box 5398 102 49 Stockholm | N/A |
| Switzerland | Eidgenössische Kommunikationskommission (ComCom) | + 41 313235290 comcom@comcom.admin.ch www.comcom.admin.ch | Marktgasse 9 CH-3003 Bern | N/A |
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