E-administration

Yes, you should contact your service provider first for cases involving infocommunications, postal services, and, in some cases, the media (for example, breach of the obligation to provide balanced information). You should also contact your service provider first in the case of infringements on online platforms (e.g. Facebook, TikTok).

If no reply has been given, or if you do not accept the service provider’s response, you can initiate a procedure at the NMHH.

Yes, you must always provide the name and address of the individual initiating the procedure, as well as the circumstances justifying the Authority’s involvement. You must specify the service provider’s procedure or content that is the subject of the complaint and, if applicable, attach supporting documentation (e.g. correspondence with the service provider). It is also important to know, for example, that the NMHH can only investigate media content that has already been published.

The NMHH’s deadlines for administering cases vary according to the type of procedure. Generally speaking, unless a shorter deadline is specified by law, the deadline for administering procedures initiated upon request is 60 or 90 days. (For example, the time taken to fulfil a request for additional information is not included in the deadline for the administrative procedure.)

There is no specific statutory deadline for investigating notifications because the NMHH can consider whether or not it is necessary to initiate ex officio proceedings. If it does not initiate proceedings, it shall duly notify the complainant, without having to give reasons.

Our customer service will send a written reply within 30 days at the latest. (The response from the customer service is designed to provide information about the available procedural options only, and not to resolve the submission in a procedure by the Authority.)

The result of the NMHH’s procedure may include, among other things, calling on the service provider to comply with the law, or the imposition of a fine. (The purpose of the procedure is to enforce lawful conduct on the part of the service provider.)

Yes, depending on the particularities of the individual case, it is often a civil court or, in the case of consumers, the Arbitration Board (e.g. fee disputes, legal disputes, compensation claims), or the competent Budapest and county government offices in charge of consumer protection matters that may proceed.

The NMHH can establish its competence within the procedure. For general information about competence, please email info@nmhh.hu, or call our customer service on (+36 1) 468 0673.

Pursuant to Section 138 of Act C of 2003 on Electronic Communications (Electronic Communications Act, Eht.), the investigation of complaints and reports is primarily the responsibility of the service provider. The service provider has 30 days to investigate reports and complaints submitted in writing. The service provider is required to send the results of the investigation to the customer in writing and to provide a justification for the rejection of the complaint.

Pursuant to Section 57 of Act CLIX of 2012 on Postal Services (Postal Act), the investigation of complaints regarding the handling of postal items and the provision of postal services is primarily the responsibility of the postal service provider. The provider has 30 days to investigate a complaint submitted in writing. On the one hand, postal service providers are required to conduct a substantive investigation of complaints; on the other hand, they are required to inform the customer in writing of the findings of such an investigation, in sufficient detail to provide a clear response to all of the customer’s objections. Customers can obtain information about how to file a complaint and the complaint handling procedure from the postal service provider’s customer service department or in its General Terms and Conditions (GTC).

The Internet Hotline is an Internet information and assistance service operated by the National Media and Infocommunications Authority since 2011 as a public interest service. You can initiate a non-official investigation in the following categories:

• Phishing content (constituting online financial abuse; PIHE)
• Phishing content (other)
• Content inciting or promoting violent or illegal conduct
• Online child sexual abuse/child pornography
• Content published without consent
• Content promoting or encouraging the use of illegal psychoactive substances
• Online bullying
• Racist content, content inciting hatred against a community
• Other content harmful to minors

Amateur radio activity: participation in the amateur service for personal interest, without financial gain, for self-education, technical development, and the exchange of professional information, through the operation of an amateur radio station or radio communication via an amateur station, which must not be intended to circumvent public networks.