Poland's Telecom Operators Face New Rules From 11 November 2026

Switching provider and keeping your number

One key document is the Minister of Digital Affairs' regulation of 22 October 2026 (Dz.U. 2026, item 1411). It sets out how subscribers exercise their rights when changing internet provider or porting a phone number. The new operator must confirm receipt of the relevant application and give the customer a copy. The subscriber then has 21 days to deliver it to the current provider, or can authorise the new company to do so. Deadlines for handling applications range from 3 to 7 working days, depending on type and how they are submitted.

When leaving an internet provider, the copy of the service-continuity application handed to the previous operator will also count as notice of termination, so the provider cannot demand a separate letter. Customers may withdraw from the procedure up to two working days before the agreed date.

Accessibility for people with disabilities

A second regulation, dated 30 October 2026 (Dz.U. 2026, item 1454), sets requirements for providers of publicly available services. At least one sixth of an operator's customer service points must be adapted, with at least one in every city with county rights where the operator has a store. Visually impaired customers must have a computer with screen-reading and magnification software, while deaf and non-speaking customers must be able to use an online Polish Sign Language interpreter.

The rules also require priority service and free help configuring a purchased phone or modem. Contracts, terms and bill statements must be provided in an accessible digital format within 10 to 14 days of a request, and similar requirements apply to websites and apps used to manage services. Full adaptation of stores for wheelchair users has until 11 November 2027.

Operators will need to review customer systems, forms, data-exchange procedures between providers and documentation. Not every contract must change, but operational processes will. A complication remains: not all announced implementing regulations have been issued, so companies are preparing without the full set of rules.