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Mobile Phone and Internet Consumers Rights Compliance in Romania


  • Viorela Iacovoiu

    () (Petroleum-Gas University of Ploiesti)

  • Adrian Stancu

    (Petroleum-Gas University of Ploiesti)

  • Crina Raluca Bucur

    („Dimitrie Cantemir” Christian University of Bucharest)


This study highlights the extent to which rights of mobile phone and internet consumers are respected by the most important operators in Romania, namely Orange, Vodafone and Cosmote, in the context of accelerated technological changes on a highly competitive market. The research is focused on the analysis of regulations and contractual grievance procedures, number, distribution and motivation of consumer complaints, administrative quality indicators of data services and main consumer complaints. Among the documents under analysis we can mention contractual agreements, applicable procedures, as well as relevant empirical data provided by NAPC, NAMRC, economic operators and a site for online complaints, namely

Suggested Citation

  • Viorela Iacovoiu & Adrian Stancu & Crina Raluca Bucur, 2014. "Mobile Phone and Internet Consumers Rights Compliance in Romania," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 16(36), pages 501-501, May.
  • Handle: RePEc:aes:amfeco:v:36:y:2014:i:16:p:501

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    References listed on IDEAS

    1. Ion Petrescu & Vasile Dinu & Camelia Ştefănescu & Eugen Dobrescu, 2010. "Human Factor’s Involvement in the Consumer Protection Management," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 12(28), pages 267-286, June.
    2. Vasile Dinu, 2009. "Dimensions of Quality in Services," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 11(26), pages 243-245, June.
    3. Doru Alexandru Pleşea & Roxana Sârbu & Zoltan Kato, 2013. "The quality of mobile phone services provided by Romanian operators, from consumers` perspective," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 15(34), pages 312-326, June.
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    More about this item


    mobile telephony; mobile Internet; consumers rights; contractual regulations; complaints; administrative quality indicators of data services;

    JEL classification:

    • D18 - Microeconomics - - Household Behavior - - - Consumer Protection
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
    • L96 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Telecommunications


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