Changes to ITH’s Terms and Conditions for the Provision of Telecommunications Services

Effective March 14, 2026, amendments to ITH’s Terms and Conditions for the Provision of Telecommunications Services will take effect. This update is due to changes in the regulations governing telecommunications services and new rules regarding invoices issued through the National e-Invoice System (KSeF).

What changes are being made to the rules for filing complaints?

One of the most important changes concerns the process of filing and handling complaints. Starting March 14, you will still be able to file complaints in whatever way is most convenient for you—in person, in writing, by phone, or by email at [email protected].

The complaint must include basic information that allows us to identify the case and handle it properly, including the Subscriber’s details, a description of the problem, and the period to which the complaint relates. If the complaint involves a claim for compensation or another payment, you must also specify the expected amount and the method of payment or how it should be applied toward future payments.

Once we receive your complaint, we will confirm receipt. Depending on how it was submitted, the confirmation will be sent immediately or within 14 days. We have 30 days from the date of submission to process the complaint. If we do not respond within that time, the complaint will be considered resolved in accordance with the Subscriber’s request.
It is also worth noting that a complaint may be filed within 12 months from the end of the billing period to which the issue relates, from the date of improper performance or non-performance of the service, or from the date of receipt of an invoice with an incorrectly calculated charge.

Changes Related to Invoices and KSeF

The second part of the update concerns invoices. Starting April 1, 2026, ITH will be required to issue, make available, and archive structured invoices through the National e-Invoice System (KSeF).

Accordingly, the Terms and Conditions will be updated to reflect the new rules. Payments for ITH services will be made based on VAT invoices provided in the manner and format required by applicable regulations.

Is there anything that needs to be done?

No. These changes do not require any action on your part to continue using ITH’s services. They also do not result in any changes to the fees. The Terms and Conditions will be updated in accordance with applicable regulations, and the changes will take effect on March 14, 2026.

However, if the Subscriber does not accept the changes, he or she may terminate the contract by March 14, 2026. In the case of fixed-term contracts, such termination may result in an obligation to pay compensation or to reimburse any discounts previously granted.

Do you have any questions about the changes to the Terms and Conditions? Please contact us—we’ll be happy to answer any questions you may have.