Service Description and Fees
In accordance with subparagraph "ყ" of paragraph 1 of Article 6 of the Law of Georgia "On the Legal Entity of Public Law — Digital Governance Agency" (hereinafter — the Law on the Agency), the Legal Entity of Public Law operating within the governance of the Ministry of Justice of Georgia — the Digital Governance Agency (hereinafter — the Agency) is authorized, in order to perform its functions and tasks, and for the purpose of improving the creation/delivery of digital governance and/or electronic services, to provide electronic communication networks and facilities and/or deliver electronic communication services in accordance with the Law of Georgia "On Electronic Communications" and the subordinate normative acts issued on its basis.
According to row 28 of the table provided for in paragraph 2 of Article 3 of the "Rates of Service Fees of the Legal Entity of Public Law — Digital Governance Agency, and the Rules for Payment of Fees, Exemption from Payment, and Refund of Paid Fees" approved by Resolution №438 of the Government of Georgia of July 13, 2020 (hereinafter — Resolution №438), the Agency provides internet provision-related services, the maximum fee for which is: 1 Mb/s (global internet) per month — GEL 30, VAT included.
In accordance with paragraph 2 of Article 6 of the Law on the Agency, as well as paragraph 3 of Article 1 and paragraph 2 of Article 3 of Resolution №438, the terms of the services provided by the Agency — including the procurement object and its detailed description, the contract value (which may be reduced by agreement of the parties), detailed payment terms, the service acceptance procedure, the terms of contract performance and validity, as well as other conditions related to the contractual relationship between the parties — are determined individually, on the basis of a contract concluded between the purchaser and the Agency.
According to paragraph 1 of Article 5 of Resolution №438, the fee is paid before the relevant service is provided. The paid fee is refunded in full:
- If the interested party requested a refund of the paid amount before the commencement of service provision;
- If the fee was paid in an amount exceeding the rate defined by this rule. In this case, the difference between the paid amount and the rate defined by this rule is refunded;
- In other cases provided for by the legislation of Georgia.
The fee is refunded within 10 working days from the interested party's written request. The request must contain justification of the existence of a legal basis for a partial or full refund of the paid fee. The request must be submitted within 3 months from the payment of the fee.
As a rule, the Agency does not independently provide internet provision-related services; rather, it is an auxiliary component of digital governance and/or electronic service creation/delivery services (for example, when the Agency provides the purchaser with information technology (IT) infrastructure administration and on-site user support services, upon the purchaser's request, it may also include internet provision-related services).
Information on the Purchaser's Rights and Obligations
- The rights and obligations of the purchaser and the provider are determined by a contract concluded individually between them;
- Information on the measures the Agency takes in case of violation of the service usage rules by the purchaser;
- Penalties for breach of contract terms, as well as the procedure for contract termination, are determined by a contract concluded individually between the purchaser and the Agency;
- Information on the reasons and duration of service restriction and termination;
- The procedure for carrying out planned and urgent technical works and providing notification thereof is determined by a contract concluded individually between the purchaser and the Agency.
Complaint Submission and Dispute Resolution Procedure
- In case of an incident, the information should be reported to the email address support@cloud.gov.ge, the technical support call center number 2 40 58 18, or the technical support portal support.cloud.gov.ge.
- In case of a complaint regarding service quality, the purchaser may contact the Information Technology Project Management and Quality Control Department (mob.: 591 03 48 58; email: bchokheli@dga.gov.ge).
- Any dispute arising from or related to the service contract between the purchaser and the Agency shall be considered by the common courts of Georgia in accordance with the procedure established by the procedural legislation of Georgia.
- In case of a complaint, the purchaser also has the right to contact the Public Defender's Office of Consumer Interests:
Website: https://momkhmarebeli.comcom.ge
Email: defender@comcom.ge
Address: Tbilisi 0144, Ketevan Tsamebuli Ave./Bochorma St. №50/18
Tel.: +995 32 2399505
Agency Details and Contact Information
LEPL — Digital Governance Agency
ID No.: 204598337
Address: 22 Vakhtang Gorgasali St., Tbilisi 0114
Email: info@dga.gov.ge
Tel.: 032 294 41 20 (4010)
Legal Acts
Legal acts related to the Agency's activities are available at the following link.