How can I file a complaint?

At Rilla, we want to be as transparent and responsible as possible, because we know how important it is to feel that your money and personal data are safe. We are always ready to explain what rights are provided by law, and in case of a dispute to assist in its out-of-court settlement.  

If you need more information or have a question related to the signed contracts and conditions for using our services, you can contact us via email support@rilla.one, phone 070020240 (according to your tariff plan), the chat in the application or the web site.  

If you do not receive a satisfactory answer from us and decide to file a complaint, you can do so in writing or orally in one of the following ways: 

  •  At the address of Rilla: Sofia, 24A Acad. Metodi Popov Str., 2nd floor  
  • Through the contact form on our website https://rilla.one/bg/kontakti/ 
  •  Email complaint@rilla.one  

Within up to 30 (thirty) calendar days, we will notify you in writing of the inspection performed and the measures taken.  

You have the right to refer to the Consumer Protection Commission, as well as the bodies for alternative resolution of consumer disputes or the conciliation commissions, provided for in Art. 181a – 181c and art. 182 – 185 of the Consumer Protection Act.  

Address of the CPC – Sofia, 1 Vrabcha Str., 3rd, 4th and 5th floors, phone 0700 111 22, e-mail: info@kzp.bg, website: http://www.kzp.bg .  

Bulgaria, as part of the European Union (EU), provides an opportunity for out-of-court alternative dispute resolution through conciliation commissions. Link to the European Commission’s website with the consolidated list of recognized ADR entities of the EU Member States: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.adr.show   

You can also use the European Platform for Online Dispute Resolution (ODR) / http://ec.europa.eu/odr / – a single access portal that allows EU consumers and traders to settle their disputes related to the provision of remote services. 

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