Subscription contract termination procedures can now be completed via the e-Government (e-Devlet) system. The e-Government platform, which continues to expand the range of services available online, has added one more digital procedure: subscription cancellations. This addition demonstrates ongoing efforts to simplify everyday transactions through secure online channels.
Once implemented, the latest e-Government application will allow citizens with subscriptions for mobile phones, internet service, cable broadcasting, TV and satellite packages to submit contract termination requests through the portal when they deem it necessary.
Prepared in response to conditions created by the coronavirus pandemic, the draft enables subscribers to initiate contract termination requests via the e-Government system. If the draft is adopted, users of services from companies such as Turkcell, Türk Telekom, Superonline, Vodafone, D-Smart, Digiturk, Türksat and cable TV providers will be able to file cancellation requests through e-Government.
Within this scope, the Consumer Rights Department under the Information and Communication Technologies Authority (BTK) has published the “Procedures and Principles Draft for Subscription Contract Termination Applications via the e-Government System” for public consultation.
How Will Termination Requests Be Made via the e-Government System?
This initiative was prepared especially for citizens who cannot leave their homes due to the global coronavirus outbreak. The draft establishes a lawful, standardized method for electronic communications subscribers to submit contract termination requests through e-Government.
Under the draft, subscribers must log in to the e-Government portal using one of the supported authentication methods—electronic signature, national ID card, or online banking credentials. After logging in with any of these methods, subscribers will be able to start a termination procedure for their subscription. The specific login methods and subsequent steps are described below.
Logging in with an Electronic Signature
Using an electronic signature is one of the permitted ways to access the e-Government system and initiate a termination request. Subscribers who wish to apply must first identify the service number associated with the subscription they want to cancel.
Next, applicants provide the details required to verify their identity and sign into the system. After signing in, they complete the termination application form presented by the system and sign it with their electronic signature. The signed document is then transmitted electronically to the service provider.
Logging in with a National ID Card
Logging in with a national ID card is another accepted method for starting a subscription termination. The first step for subscribers is to determine the service number of the subscription to be terminated. They then complete the termination application form, sign it, and upload a photograph of the signed form to the e-Government system.
By uploading the signed application, subscribers ensure the signed cancellation request is transmitted electronically to the operator.
Logging in with Internet Banking
Access via internet banking is also supported. After signing in through their bank, subscribers must specify the service number for the subscription they want to cancel and enter the identity information required for verification.
According to the sample termination form provided in the e-Government system, subscribers must prepare and sign their own termination application. They then upload a photo of the signed document to the portal. This process ensures the operator receives the termination request electronically.
Operators receiving termination requests through the e-Government system are obliged to process them. Once a termination request arrives via e-Government with the subscriber’s stated declaration and signature, the operator may not reject it on the grounds of missing information unless legitimate deficiencies exist beyond the signed declaration.
Following a public consultation period during which the BTK will publish the draft on its website for 10 days, the procedures and principles are set to take effect on May 15, 2020, according to the draft. Users will be able to start submitting termination requests through e-Government beginning September 15, 2020.