Rights and responsibilities of a consumer

Consumers of electronic communications services have sufficient amount of rights. The main rights and responsibilities are defined in the service provision agreement, signed with the service provider. In addition the rights and responsibilities of consumers are established by:

The Law on Electronic Communications

The Civil Code of the Republic of Lithuania

The Law on Protection of Consumer Rights of the Republic of Lithuania

The Rules for Provision of Electronic Communications Services


According to new definition of ‘electronic communications service’, it is considered as a service normally provided for remuneration via electronic communications networks, which encompasses, with the exception of services providing, or exercising editorial control over, content transmitted using electronic communications networks and services, the three types of services:

(a) ‘internet access service’;

(b) ‘interpersonal communications service’; and

(c) ‘services consisting wholly or mainly in the conveyance of signals’ such as transmission services used for the provision of machine-to-machine services and for broadcasting.


The services must be provided in line with relevant legislation and in accordance with the terms you have agreed upon.

However you may have questions about the actions or decisions taken by the service provider.

What can you do?

Complaint handling

WE RECOMMEND. If you are:

  • not satisfied with the quality of the services provided,
  • you question whether the services are provided in accordance with the terms of the contract,

you must first contact the electronic communications service provider with whom you have signed a service contract. In the application, you must set out very clearly the essential elements of the application, explaining what you specifically require.

TIP. Please read the terms of service before contacting your service provider, especially the terms of the agreement.

Apply if you need RRT to take the following actions:

  • help clarify the situation;
  • assess the possible violation of rights or legitimate interests or failure of the electronic communications service provider;
  • provide information on the rights of service users or other issues;
  • assess whether the service provider does not violate the requirements of legal acts;
  • take measures to ensure compliance.

RRT actions:

RRT, after receiving your signed request (complaint), will provide an official position on your issue within 20 working days. take into account, that RRT’s position is not a binding decision.

If a binding solution is required, contact RRT to resolve the dispute.

The signed application (complaint) can be submitted to RRT in the following ways:


  • el. mail [email protected];
  • via the system (by selecting the SUBMISSION APPLICATION,  you will be able to connect to the system via the e-government gateway using electronic banking or an identity card).
  • By mail to RRT: Communications Regulatory Authority of the Republic of Lithuania Mortos g. 14 LT-03219 Vilnius
  • INFORMATION BY EMAIL. If you contact us by e-mail [email protected] (by submitting a request that is not electronically signed, or you do not provide a scanned version showing your signature), you will also receive an answer by e-mail. Please be informed that the answer to your inquiry by e-mail is not an official answer of RRT.
  • You can fill in the inquiry form in the consultations section of the website. INFORMATION VIA PHONE.
  • RRT toll-free number 8 800 20030.

Updated on 2022-04-04