How to File an Operator or Internet Provider Complaint with Turkey's BTK

When a problem with your mobile line, fixed internet, fixed telephone or cable and satellite TV service goes unresolved, the place to turn in Turkey is the Information and Communication Technologies Authority (BTK). Its consumer complaint channel is built on top of the operator's own complaint system: you file with the operator first, and when the matter is not resolved and you raise it a second time, it is escalated to the Authority.

This guide is about getting that order right: which service and heading your complaint falls under, what record you need to keep from the filing with your operator, how long the operator has to respond, and how to complete the form in the Authority's own system. Most files opened without a reference number and a written reply in hand are sent back to the first step, so these steps are organised around keeping records.

1. Identify which service your complaint belongs to Place the problem under a single service category: mobile (GSM) line, fixed internet, fixed telephone, or cable/satellite TV. Complaints are classified by these service types and by the complaint headings defined for each one. On the internet side the headings cover connection and speed/service quality, commitment and early termination fees, termination or temporary suspension, change of operator, tariffs, incorrect or incomplete information, value-added services, relocation and transfer, subscription transactions, data privacy, and billing. Decide which heading fits now; you will see the same list on the application form.
2. Gather your documents in one place Collect the line or subscriber number, your subscription contract, any commitment form, and the bills you are disputing. Take screenshots of your correspondence with customer service and of the replies you received. If the issue is slow speed or outages, keep the measurement and outage records with dates and times. When you come to write the complaint, a clear chronology will be the single most useful thing you have.
3. File with the operator's own complaint system first Operators are required to run a free, easy-to-find complaint system presented under a 'consumer complaints' heading on the home page of their website. File your complaint in writing through that system rather than over the phone, so that both the record and the reply are documented. State briefly what happened and what you want, in date order, and attach your documents.
4. Note the reference number and follow up for 10 business days After filing, record the reference number the system gives you along with the date. As a rule, complaints submitted through the complaint system must be resolved within at most ten business days. Where a complaint cannot be resolved within that period for reasons outside the operator's control, you must be informed without delay of the reason, the expected resolution date if there is one, and any other measures that can be taken. If you receive no such notice, or the reply does not solve your problem, move on to the next step.
5. File the same issue a second time with the operator The process is built around that second complaint: operators with more than two hundred thousand subscribers must forward to the Authority the second and any subsequent complaints filed by the same subscriber about the same matter, together with the replies they gave. So if the first reply is inadequate, do not close the matter and start a brand new topic; reopen the same issue a second time. Cite the reference number, the date and the reply you received, and state in one sentence what remains unresolved.
6. Log in to the BTK consumer complaint system The Authority's consumer site is tuketici.btk.gov.tr, and its 'Send a Consumer Complaint' link leads to the Consumer Complaint Notification System at tuketicisikayet.btk.gov.tr. You can reach the same service through e-Devlet: search for 'Tüketici Şikayet Bildirim Sistemi' on turkiye.gov.tr. Logging in requires one of the standard identity verification methods, an e-Devlet password, mobile signature, electronic signature, Turkish ID card or internet banking; you do not need to create a separate account.
7. Enter the service type, complaint heading and service number On the form select the service type first, then the complaint heading you settled on in step one. Write the line or subscriber number in full; your application is matched against the operator's records through that number. Make sure the line is registered in your own name, as a complaint about a line registered to someone else must be filed by the registered subscriber.
8. Write the complaint summary and attach your evidence Keep the summary short and verifiable: what happened, when and under which reference number you contacted the operator, what reply you received, and what you are asking for. Give dates and numbers instead of emotion, and make every sentence rest on a document. Use the file attachment field to upload bills, contracts, correspondence and measurement screenshots. Raise one issue per application; if you squeeze two separate problems into one filing, one of them will go unanswered.
9. Submit, follow up and archive the outcome After submitting, save the tracking number and watch the status from the same screen. Keep the reply, its attachments and the dates in your own archive as well. If the outcome does not satisfy you, the road does not end there: a monetary claim or compensation belongs to the consumer arbitration committee or the courts, and a breach involving your personal data is also reported to the Personal Data Protection Authority. If you cannot reach the system, you can call the Information and Complaint Centre on 120.

⚠ This guide is general information. Yudum cannot be held responsible for the outcome of following it; for official procedures always rely on the institution's own statement. Steps and fees change over time.

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