How is the phone number porting expected to be done in the future? - AKEP: Refund for unused credits and delays in operator porting
Shorter deadlines for changing the number operator or refunding unused credits are some of the innovations that are intended to be added to the implementation of number portability. The Electronic and Postal Communications Authority has approved for public consultation a new draft regulation for the implementation of number portability.
In the period 2020-2024, a significant increase in the number of citizen complaints related to changing mobile companies has been observed, but the number has remained the same, as well as an increase in the percentage of requests rejected by mobile operators. As a result, AKEP has decided to make some new changes.
If a citizen has changed his/her operator and still wishes to switch and receive the services of the previous operator, he/she can do so only after 3 months from the last time he/she changed his/her number operator. AKEP proposes that even those persons who have changed their mobile operator for the first time or whose number has been deactivated, wait 3 months before making a new switch.
A citizen who has changed the company with which he has his number has the right to request a refund for unused credit from the previous mobile company. Initially, he must submit a request within 14 days from the date of changing the mobile company.
After receiving the request, the operator must inform the citizen within 3 working days about the amount of refundable credit, administrative fees and possible methods of reimbursement.
The mobile company may apply a fee of 500 lek including VAT for the reimbursement. The reimbursement must be completed within 30 calendar days from the date of submission of the request, a fee which is deducted from the amount of credit to be reimbursed.
Meanwhile, the mobile company switch must be completed within 1 business day. The mobile company is obligated to compensate the subscriber for any delays or abuses committed in the number porting process.
In recent years, a significant reduction in the amount of ported numbers has been observed, and in 2024, 19,452 mobile numbers and 173 landline numbers were ported, which represents a 50% reduction in porting compared to 2023, as well as the lowest historical levels of the annual amount of ported numbers since the implementation of number portability in Albania.
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