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. In order to conduct transactions, in addition to a password, a valid right of representation concerning the client on whose behalf you wish to conduct transactions is needed.

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

  • Privacy Notice of Telia Eesti AS - EST / RUS / ENG

  • Profiling of client data for marketing purposes at 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 of Telia Eesti AS Customer data - EST

  • Authorized processors involved in providing services - EST / ENG

  • Telia Eesti AS power of attorney - EST / RUS / ENG

  • Terms and Conditions for Using the Internet Connection Service of Telia Eesti AS - EST / RUS / ENG

  • Roaming services fair use policy of Telia Eesti AS - 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 MOBILE SERVICES

  • Mobile Life for residential customers - EST

  • Mobile Life for residential customers (applicable to connections made before 20.04.2017) - EST

  • Mobile Business for business customers - EST

  • Mobile Business for business customers (applicable to connections made before 20.04.2017) - EST

  • Private Bill - EST

  • Twin Number - EST

  • Bundle - EST

  • Bundle (applicable to connections made before 17.11.2017) - EST

  • Speed Dialing - EST

  • Company Speed Dialing - EST (applicable to connections made before 28.05.2019)

  • Company Speed Dialing+ - EST (applicable to connections made before 28.05.2019)

  • Mobile ID - EST

TERMS OF HOME AND BUSINESS SERVICES

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

See all regulations here

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.

See all service terms here

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.

See all device use terms here


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:

2017 – 0.086
2016 – 0.091

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

2017 – 45.92
2016 – 40.90

Average time from the moment of submitting an application for establishing connection to the creation of the option to use the communications service by the end-user, if a physical connection is built for the provision of a communications service:

2017 – 5.63
2016 – 5.41


Public notice about the media service provider

Responsible editor for the audiovisual media service: Birjo Kiik (Birjo.Kiik@telia.ee)

Telia Estonia AS as a service provider for audiovisual media is subject to supervision by the state through the Technical Regulatory Authority, whose contact details are available on their website.

HOME SERVICES AND BUSINESS SERVCIES

  • Terms and parameters of using Internet calls services - EST
  • Terms for connecting to emergency number and determining location of the caller - EST
  • Telia TV terms of use - EST
  • User interfaces for Internet and data communication - EST
  • Phone network customer interfaces - EST

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.