Bangkok: Consumers are raising concerns over internet service providers allegedly employing deceptive tactics to delay contract cancellations. NBTC (National Broadcasting and Telecommunications Commission) has clarified that customers can cancel contracts at any time without facing penalties for breach of contract.
According to Thai News Agency, the issue of "canceling home internet service and returning IPTV boxes" has become a significant topic of discussion, with numerous complaints from consumers. Many have reported that service providers impose delaying conditions, such as requiring the return of all equipment, including remotes and LAN cables, and charging fines of several thousand baht if items are not returned, even when these items were part of a pre-installed package.
Additionally, the difficulty is compounded by the requirement to return equipment only at main branch stores, as providers refuse returns via private courier or online cancellation. They assert that monthly service fees will continue until all equipment is returned.
Dr. Prawit Leesathapornwongsa, Chairman of the Subcommittee on Consumer Protection in Telecommunications Affairs of the NBTC, stated that this issue has persisted for a long time and is considered a "trick" used by private companies. He emphasized that charges for lost equipment should be based on the market price of used equipment, not new. He advised consumers to utilize their right to temporarily suspend service for 30 days without charge to allow time for equipment return without accumulating debt.
According to the NBTC's 2006 announcement, Clauses 15 and 32 affirm that users can terminate contracts anytime, and providers cannot charge penalties for early termination under the guise of free equipment or installation fees.
The Consumer Foundation urges anyone subjected to unfair fees for contract termination or equipment charges to refrain from payment and to immediately file a complaint with the NBTC hotline 1200, a free service, to safeguard their rights.