CONTRACTS AND TERMS

Telia provides services based on customer contract or subscription agreement. Upon signing the agreement, Telia Eesti AS General Terms and Conditions enter into force.

You can sign the customer contract through the Telia self-service or at a nearby Telia store Subscription agreements for using individual services can be signed at Telia stores, self-service, or by contacting our customer care by calling or sending an email. Contact information is available here.

You can sign the agreements yourself or by authorizing someone on your behalf. In the latter case, a valid power of attorney is required.


TELIA EESTI AS GENERAL TERMS AND CONDITIONS


Telia Eesti AS General Terms and Conditions set out general terms for using services and how agreements on sales of products are concluded, changed and ended, as well as billing principles, how customer data is protected, main service provision and usage terms, and principles of liability and dispute resolution.

Telia Eesti AS General Terms and Conditions and Telia Eesti AS General Price List apply to all Customers. Regulations, Terms of Service and/or standard terms apply to these Customers who use Service or buy products which are regulated by applicable Regulation, Terms of Service, and other standard terms.

Telia Eesti AS end-user price list

ABOUT PASSWORDS

Password is a combination of letters and/or numbers that is used to identify the Customer, and/or that is used for transactions through the Telia self-service or other channel. The password is chosen by the Customer and registered by Telia.

You can register your password at self-service and Telia stores. Password is an easy and convenient way of communicating with Telia and performing operations, foremost through phone service.

The Customer must keep the Password secret from third parties, and is responsible for all consequences arising from using the Password (including payments for services ordered by using the Password).

Customer Contract, General Terms and Conditions of Telia Eesti AS, and other documents are available here:

  • Customer Contract - EST / RUS / ENG
  • General Terms and Conditions of Telia Eesti AS - EST / RUS / ENG
  • Data Usage Principles of Telia Eesti AS - EST / RUS / ENG
  • Instructions for Withdrawal from a Contract - EST / RUS / ENG
    Statement of Withdrawal from a Contract - EST / RUS / ENG
  • Authorized processors or Telia Eesti AS Customer data - EST
  • Telia Eesti AS power or attorney - EST / RUS / ENG

The documents are in PDF format and require a pdf-reader app for viewing. You can download a free copy of the software here.


TERMS OF SERVICE

Terms of service include short description of the service and main terms of usage. Terms of Service will start to apply for the Customer when the contract between Telia and the Customer for the particular service/product enters into force.


TERMS OF HOME AND BUSINESS SERVICES

The regulation sets forth general terms related to provision and use of certain group of services

Service terms include short description of the service and main terms of usage. Service terms will start to apply for the Customer when the contract between Telia and the Customer for the particular product enters into force.

Device use terms regulate the use of Telia devices by the Customer. Device use terms will start to apply for the Customer when the device contract between Telia and the Customer for the particular device enters into force.

  • Regular usage (private and business customer) - EST / RUS / ENG
  • Fixed-term contract for a private customer - EST / RUS / ENG
  • Fixed-term contract for a business customer - EST / RUS / ENG
  • Rent to a private customer - EST / RUS / ENG
  • Rent to a business customer - EST / RUS / ENG
  • Rent to a business and private customer - ENG / EST / RUS

In case of complaints about services and products ordered via Telia's online environment, please send an email to info@telia.ee. If the consumer disagrees with the solution offered by Telia, he/she has the right to appeal to the Consumer Disputes Committee at the Consumer Protection board here.


TECHNICAL PARAMETERS AND REQUIREMENTS, QUALITY INDICATORS OF COMMUNICATION SERVICES


MOBILE SERVICES

Avoiding communication network overload

Emergency calls (112) have the highest priority in Telia’s 2G and 3G radio networks. If necessary, some ongoing calls are terminated to free resources for 112-calls.

On the telephone exchange level (MSC), channel reservation applies to high priority calls for both in-network connections and connections towards Telia. Even in cases when the connection between two telephone exchanges is overloaded, the reserved channels are reserved only for emergency calls. Thus, emergency calls are automatically prioritized across the whole network.

Ensuring the functionality of communication network/services

In Telia, the principle of two locations applies to devices for mobile communication services. Devices are separated between two physical locations and network architecture is created in a way which, in case one location experiences issues, enables devices in the other location to continue provision of services. Although service provision is guaranteed, overload might occur.

Read more about technical network details

Quality indicators of communication services provided under the Telia brand name

The number of notifications about malfunction incidents received divided by the number of end user:

  • 2013 - 0.00087
  • 2012 - 0.00069

Average time from the notification about malfunction is received until the communication service is restored (95% of the fastest cases):

  • 2013 - 73 hours
  • 2012 - 72 hours

HOME SERVICES AND BUSINESS SERVCIES

Quality indicators of communication services provided under the Telia brand: statistical data for 2013:

Average time from the time the application is delivered according to Electronic Communication Act § 93 section 1 until the possibility to use communication service is created for the end user, if the communication service requires physical connection. Only 95% of the fastest cases are included – 2.36 working days.

The number of notifications about malfunction incidents received divided by the number of end users: 0.185.

Average time from the notification about malfunction is received until the communication service is restored (95% of the fastest cases) -4.8 hrs.

Quality indicators of communication services provided by Elion Ettevõtted AS: statistical data for 2012:

Average time from the time the application is delivered according to Electronic Communication Act § 93 section 1 until the possibility to use communication service is created for the end user, if the communication service requires physical connection. Only 95% of the fastest cases are included – 3.77 working days.

The number of notifications about malfunction incidents received divided by the number of end users: 0.21.

Average time from the notification about malfunction is received until the communication service is restored (95% of the fastest cases) -5.2 hrs.