BANGKOK, Thailand – The National Broadcasting and Telecommunications Commission (NBTC) has reaffirmed that consumers can cancel home internet services at any time without penalties, addressing ongoing complaints over long-term contracts and early termination fees. Many users have reported being tied to 1–2-year agreements and facing charges of several thousand baht when attempting to end services before the contract period ends.
Under the 2006 Notification on Telecommunications Service Contract Standards, users may terminate a contract by providing written notice at least five days in advance and paying only for the actual period of service used. Conditions requiring customers to complete fixed-term contracts or pay additional fees may conflict with consumer protection principles and may not support extra charges.
Complaints received by the Thailand Consumers Council indicate that some providers complicate the cancellation process. Reported practices include transferring customers to retention units that offer discounts to delay cancellation, adding unclear conditions, or requiring equipment returns to specific service centers that may be inconvenient. In some cases, delays in returning equipment have led to additional charges or difficulties in completing the process.
Consumer rights experts advise users to keep clear records throughout the cancellation process by submitting written requests, attaching identification, and obtaining proof of receipt. Documents can also be sent through official email or registered mail if visiting a service center is impractical. Customers are encouraged to document returned equipment and review final bills carefully to ensure charges reflect actual usage. Complaints can be filed with the NBTC via hotline 1200 or with the Thailand Consumers Council at 1502. (NNT)
