Changing the price or terms of a telecoms contract

Is the company entitled to make changes to the contract? 

The company’s freedom to make changes to the contract depends upon the type of contract one has and what is written in the contract. This also applies when, for example, the company wants to increase the price. 

Contracts with a commitment period (fixed-term contracts) 

If you have a fixed-term contract, for example 12 months, that you have committed to, both you and the company are bound by what is in the contract for the entirety of the fixed term. As a rule, the company is not entitled to change the price or the terms during the commitment period. 

One exception is if the provider gives a valid reason for the change, and a provision stipulating that a change may the made for such valid reason is included in the contract’s terms and conditions. If the provider changes the terms and conditions without giving a valid reason, you may have the right to terminate the contract with immediate effect. 

Month-to-month contract 

If you do not have a commitment period, you usually have a month-to-month contract (a contract where the service runs for an indefinite period). If you have a month-to-month contract, the company may change the terms and conditions and the price, provided it informs you at least one month before the change is to take effect. When you receive this information, you must also be informed of your right to terminate the contract without a penalty if you do not agree to accept the change. 

Further information about changes to the Terms and Conditions is available on the Swedish Telecoms Advisers’ website  (In Swedish)

Object to the change 

Contact the company, preferably in writing, for example by sending an e-mail. Then you have evidence that you complained. If you use a form on the company’s website, you can take a picture or a screenshot. If you contact them via their chat function, save a copy of the chat when you have finished. If you telephone them, you can record the conversation. As long as you are one of the parties to the conversation, it is legally permission to record it. 

It is advisable to include the following information when contacting the company: 

• customer number and Swedish civil registration number 

• telephone number, home postal address and e-mail address 

• a clear and concise description of the problem

• what you want from the provider. 

Swedish Telecom Advisors provide advice and guidance 

The Swedish Telecom Advisors provide free and impartial advice to consumers concerning subscriptions for television, telephone service, and broadband and fibre internet service based on applicable legislation and the case decisions of the National Board for Consumer Disputes. 

After an initial complaint being filed, in most cases Swedish Telecom Advisors can assist in facilitating the dialogue between you and the provider of the services via a mediation-like procedure, with the goal of trying to find a resolution to the situation. The Swedish Telecom Advisors’ Rules of Conduct go beyond existing consumer legislation and may therefore be important to you if you end up in a dispute with a provider. 

The Swedish Telecom Advisers (In Swedish)

The National Board for Consumer Disputes (ARN) 

If you have a dispute with a provider of services that is not a member of Swedish Telecom Advisors, you can file a complaint with the National Board for Consumer Disputes (ARN). ARN will assess your case and make a recommendation on how to resolve the dispute. There is no charge for having your case heard by ARN. The average processing time is about 6 months. 

When you submit your complaint, you will need to describe the situation and what you want from the company. You can send supporting documents such as e-mails, pictures, screenshots, contracts and other evidence. 

Requirements for the National Board for Consumer Disputes to be able to review your case: 

• You have filed a complaint within one year from the date you first notified the company of the problem. 

• The amount you and the company are in dispute about is SEK 500 or more (different value thresholds apply for different fields). 

• The company has rejected your requests in whole or in part, or it has failed to respond to you within 30 days. 

Submit an application on ARN’s website