The operator shall provide public electronic communications services of the quality determined by the subscriber agreement and the Agency’s act on minimum service quality.

Subscriber agreement for data transmission service of (internet access) should include minimum speed of broadband internet access that shall not be lower than 70% of the maximum speed for internet access, for the operators of fixed electronic communications networks, and the conditions for the offered speed of broadband internet access for the operators of mobile communications networks are stipulated by the agreement.

For measuring internet speed, the Agency for Electronic Communications and Postal Services developed “Net test” system which allows the users to control data transmission speed, in order to check if the broadband internet access speeds defined by the agreement, have been applied.

https://nettest.ekip.me/sr_ME-Latn/

On the web page of the Agency is given a comparative overview of quality parameters for the same service type per operator.

Measuring data transmission quality in mobile networks

The Agency for Electronic Communications and Postal Services periodically performs the measuring of service quality parameters in public mobile electronic communications networks. The results of the measuring of data transmission quality in mobile networks prove that an average speed of data transmission is at a satisfactory level in all mobile networks in Montenegro.

Reporting interference during the use of electronic communications services

If the user has any interferences during the use of the services he/she can report them to the operator who delivers the services through Contact Centre numbers and numbers for reporting interferences.

The numbers of contact centres of the operators and the numbers for reporting interferences:

Crnogorski Telekom:

Contact Centre Number – 1500

Number for reporting interferences – 12711

One Crna Gora:

Contact Centre Number – 1700

Number for reporting interferences – 12769

Mtel:

Contact Centre Number – 1600

Number for reporting interferences – 12768

Telemach Crna Gora:

Contact Centre Number – 1800

Number for reporting interferences – 12755

Radio difuzni centar:

Contact Centre Number – 1500

Number for reporting interferences – 12712

Orion Telekom:

Contact Centre Number – 020 405000

Number for reporting interferences – 12777

Calls to Contact Centre numbers are free of charge from the network of the operator whose Contact Centre was called, while the calls from other networks are charged according to the operator’s Price List.

Calls to the numbers for reporting interference are free of charge or all the networks of outgoing calls.

Temporary restriction and/or termination of services

The operator may temporarily restrict and/or interrupt access to its services, without user’s approval, when this is necessary for the purpose of eliminating defects, regular maintenance and development of network, but the operator shall publish in the media the information on temporary restriction and/or interruption of access to services one day in advance.

In the event that the temporary restriction and/or interruption of access to services lasts more than six hours, the operator shall directly and appropriately inform the users thereof.

In the event of temporary restriction and/or interruption of access to services, the operator shall reduce user’s monthly subscription fee in proportion to the duration of temporary restriction and/or interruption of service.

Right to compensation of the subscriber

The operator shall determine the amount and manner of compensation payable to the subscriber if its services deviate from the terms stipulated in the subscriber agreement with regard to their quality and availability.

The subscriber shall be entitled to request from the operator the compensation of direct or indirect loss occurring as a consequence of poor service quality or restriction of access to the network or service.

The operator shall not be obliged to compensate the subscriber if a poor service quality or restricted access to network occurred due to the circumstances beyond the control of the operator concerned.

Safety of services and protection against malicious activities

The operator shall undertake appropriate technical and organisational measures for the purpose of providing integrity of its network and protection of its safety and/or continuous provision of its services and, together with other operators, it shall take necessary measures to protect the safety of electronic communications network and services. These measures shall be defined in accordance with the degree of hazard relating to the network safety by applying available technical and technological solutions and in accordance with the costs of such measures and shall be particularly implemented for the purpose of preventing and diminishing the impact of safety incident on the service users and related electronic communications networks, and particularly for the purpose of ensuring safety of services and protection of users against malicious activities, electronic sabotages, frauds of third parties and abuse of any kind.

If the degree of hazard for the network safety exceeds the scope of protection measures, the operator shall inform its users thereof as well as of the available measures to eliminate such hazard and/or its consequences, including the possible costs of such measures.

The operator shall, without delay, inform the user in case that violation of personal data may affect personal data or the privacy of the user. That information shall include description of violation of personal data and shall refer the user to the authorized person of the operator for the provision of more detailed information, as well as the proposal of measures to be taken to decrease the consequences from the violation of personal data.