Reclamación a operadora de telefonía o internet (complaint against a telecoms/internet provider, SETT)
Reclamación a operadora de telefonía o internet (complaint against a telecoms/internet provider, SETT) is filed with Oficina de Atención al Usuario de Telecomunicaciones (SETT). With Managora you do it 100% online: you answer a few questions, sign a digital mandato (power of representation) and we draft, sign and file your recurso (appeal) for you. What we charge you: €150.
We file a complaint against your provider (Movistar, Vodafone, Orange, MásMóvil, Digi, Yoigo, Pepephone and others) before the Oficina de Atención al Usuario de Telecomunicaciones (Telecoms User Support Office) for incorrect billing, abusive minimum-term commitments, failed number portability, unprocessed cancellations, unilateral price increases and any other incident. If you have not yet complained to the SAC (customer service), we first draft the written document to the SAC at no extra cost.
Practical guide: How to complain to a company in Spain: electricity, gas, phone, bank or insurance. Requirements, deadlines and the steps, explained.
- What we charge you
- €150
- Managora's fee
- €150.00 (21% VAT incl.)
- Tasa (official government fee)
- No tasa payable
- Processing time
- Complain to your provider first, within the month after you learn of the problem (art. 4.1 of Orden ITC/1030/2007); it then has another month to reply. From its reply, or from the moment that month ends in silence, you have 3 months to take the case to the Secretaría de Estado (art. 4.3). The Secretaría must decide within a maximum of 6 months (RD 899/2009 art. 27); in practice, 3 to 6. The decision binds the provider with no cap on the amount: failing to comply with it is a very serious infringement (art. 106.12 of Ley 11/2022), and complying late or defectively, a serious one (art. 107.31).
- Where it is filed
- Oficina de Atención al Usuario de Telecomunicaciones (SETT) ↗
- What you receive
- Recurso (administrative appeal)
Cost breakdown: Our fee €150.00 (21% VAT incl.). The complaint before the Oficina de Atención al Usuario de Telecomunicaciones (Telecoms User Support Office) is free of charge, with no tasa (official fee)..
Reclamación a operadora de telefonía o internet (complaint against a telecoms/internet provider, SETT): how is it filed?
- 1Answer the chat questions (~4 minutes).
- 2We will show you whether your case can be claimed directly to the SETT or whether it is advisable to complain first to the SAC.
- 3Payment of €150.00 (21% VAT incl.). If a prior SAC step is required, we include the written document to the SAC at no extra cost and, once the legal one-month period has elapsed, we escalate to the SETT.
- 4Sign the mandate from your mobile.
- 5Complaint submitted at usuariosteleco.digital.gob.es by our case handler.
- 6You receive the completed official OAUC form, the supporting argument annex, the signed mandate, the submission receipt and the invoice.
Which documents do you need?
- •The disputed bill or bills.
- •Any prior communication with the SAC (customer service): emails, reference SMS messages, chat screenshots. You do not need to upload anything here; we will tell you how to send it to us if relevant.
- •The original contract or the conditions you signed (if you still have them).
Legal basis and things to bear in mind
- The SETT is free: you pay no tasa (official fee) to the body. Our fee covers the technical drafting and the submission.
- The deadline to complain to the SETT is 3 months from the provider's reply (or from the end of the month of silence).
- The SETT decision is binding on the provider and has no cap on the amount. Failing to comply with it is a very serious infringement (art. 106.12 of Ley 11/2022) and complying late or defectively, a serious one (art. 107.31): it is the administration that enforces compliance, through penalty proceedings. The decision is not an enforcement order in the user's hands; it exhausts the administrative route and is challenged before the contencioso-administrativo courts.
- Frequent providers: Movistar, Vodafone, Orange, MásMóvil, Yoigo, Pepephone, Lowi, Digi, Avatel, Jazztel, Simyo, ONO, R, Euskaltel, Telecable.
Reclamación a operadora de telefonía o internet (complaint against a telecoms/internet provider, SETT): frequently asked questions
Reclamación a operadora de telefonía o internet (complaint against a telecoms/internet provider, SETT): how much does it cost?
We charge you €150: our fee plus, where applicable, the fixed official tasa we advance. Our fee €150.00 (21% VAT incl.). The complaint before the Oficina de Atención al Usuario de Telecomunicaciones (Telecoms User Support Office) is free of charge, with no tasa (official fee).. Managora's fee is €150.00, 21% VAT included (€123.97 net + €26.03 VAT). This procedure carries no official tasa.
Reclamación a operadora de telefonía o internet (complaint against a telecoms/internet provider, SETT): how long does it take?
Complain to your provider first, within the month after you learn of the problem (art. 4.1 of Orden ITC/1030/2007); it then has another month to reply. From its reply, or from the moment that month ends in silence, you have 3 months to take the case to the Secretaría de Estado (art. 4.3). The Secretaría must decide within a maximum of 6 months (RD 899/2009 art. 27); in practice, 3 to 6. The decision binds the provider with no cap on the amount: failing to comply with it is a very serious infringement (art. 106.12 of Ley 11/2022), and complying late or defectively, a serious one (art. 107.31).
Reclamación a operadora de telefonía o internet (complaint against a telecoms/internet provider, SETT): which documents do I need?
You need to have to hand: The disputed bill or bills., Any prior communication with the SAC (customer service): emails, reference SMS messages, chat screenshots. You do not need to upload anything here; we will tell you how to send it to us if relevant., The original contract or the conditions you signed (if you still have them).. You do not upload them here: we collect the details through the guided chat.
Who files the procedure?
Managora files it in your name with Oficina de Atención al Usuario de Telecomunicaciones (SETT). You only provide the details through the chat and sign a mandato (power of representation); we prepare, sign and register it.
Can it be done online?
Yes. The whole process is online: you answer a few questions in the guided chat, sign a simple mandato on screen and receive the receipt and the official documents by email, with full legal validity.
Based on the legislation in force and on the official site of the competent authority: Oficina de Atención al Usuario de Telecomunicaciones (SETT) ↗.
Managora Gestion SL (company number B88823893) is a private company. We are not Oficina de Atención al Usuario de Telecomunicaciones (SETT), we are not affiliated with, authorised or endorsed by any public authority, and this website is not an official government portal. What you pay on this page is our fee for preparing, signing and filing the procedure on your behalf: it is separate from the official tasa, which where applicable belongs to the authority and is shown to you separately. You can carry out this procedure yourself, directly with Oficina de Atención al Usuario de Telecomunicaciones (SETT).
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