STEP-BY-STEP ROUTE · EVERYDAY LIFE & RIGHTS
Dispute with an internet or mobile provider
Follow the official route when service quality, billing or a rejected provider complaint remains unresolved.
Free step-by-step guide
This guide is based on official sources. Requirements, forms and local procedures may change, so open the link in the relevant step and check the current version before filing.
Open a step to see the action and its relevant official link. Required documents may depend on your case; check the list for your grounds before filing.
My step checklist and print guide
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01Record the service or billing problem
What to do
Keep the contract, disputed bill and support history. For low speed, measure with RATEL Net Test and record measurement dates and conditions.
Where to go
Your connection and operator account.
What to prepare
- Contract, bill, support references and measurement results
First identify your route
- Internet, mobile, fixed-line or TV service quality problem.
- Billing or charge dispute.
- The provider rejected the complaint or did not resolve it.
02Submit a written prigovor to the operator
What to do
Provide the contract/phone number, affected period and remedy. Obtain submission evidence. Do not stop all payments automatically: check disputed and undisputed billing rules.
Where to go
Your telecom provider's official complaints channel.
What to prepare
- Complaint, contract and evidence of the problem
03Meet the RATEL escalation deadline
What to do
The RATEL form requires escalation within 60 days of rejection or expiry of the response period. Attach the original complaint and delivery evidence; a phone call is not a substitute.
Where to go
RATEL telecommunications out-of-court dispute resolution.
What to prepare
- Operator reply or evidence that no reply arrived
04Submit the form and retain the case reference
What to do
Use the telecommunications form and attach the contract, bills, complaint history and measurements. If unavailable, use RATEL's page for alternative contacts. Respond to requests for further evidence.
Where to go
RATEL's online desk; regulator contacts on the official page.
What to prepare
- RATEL form and complete supporting evidence
Translation and filing
Translation and certification
Before translating a foreign-issued record, ask the receiving institution whether it needs a Serbian translation by a court-certified translator (sudski tumač), whether an apostille/legalization is required, and in which order. Requirements differ by country and document. An ordinary or automatic translation is not a certified translation when certification is required.
What happens next
File only through the confirmed method. Keep a copy of the submission, case/application number and proof of receipt. Ask how to check status, when to expect a reply and what to do if more information is requested.
Document overview and case variants
What may be required
- Contract or service number
- Bills/charges
- Complaint to the provider and response
- Messages and technical evidence if available
Compare this list with the documents in each step and the chosen authority's requirements. You can read the guide and prepare the package yourself without submitting a request.
Common variants
- Internet, mobile, fixed-line or TV service quality problem.
- Billing or charge dispute.
- The provider rejected the complaint or did not resolve it.
The correct variant can only be confirmed after checking your status, documents and the authority's requirements.
What Serbia 360 can prepare — result preview
RESULT PREVIEW
What you receive if you order preparation
Before paying, you can see what the paid work actually delivers. The free guidance remains available whether or not you order anything.
Route, official sources, preliminary document list and a clear next step.
Work completed in the specimen case:
- Prepared: Completed telecom complaint
- Prepared: Completed telecom bill discrepancy calculation
- Check any additional-service usage and sign the complaint.
- Submit through the operator’s channel and retain the receipt.
Open the full specimen, copy its text or download the document. Required authority forms follow that institution’s rules; certification is performed by an authorised professional.
Package contents and review sheet · How to use the prepared output
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Need guidance for your specific situation?
The free guide above is available without a request. For a free situation review, describe your case and provide an email address; attaching documents is optional. During testing, do not upload real documents or sensitive information. Paid services and payments are currently disabled.
Serbia 360 helps organize documents and administrative steps. We do not make decisions for public authorities and do not replace a lawyer, notary, doctor or consulate where professional involvement is required.