Features TKG Compensation

Check Compensation for Outages or Missed Appointments

If your internet or telephone service failed completely, or your provider missed an agreed service appointment, German law may entitle you to compensation. DOCSight guides you through the details, calculates a possible amount, and creates an editable German letter for your provider. Your data stays on your DOCSight system.

This is a calculation and documentation aid, not legal advice or a promise that a provider or court will accept a claim.

What the Assistant Covers

The built-in DE · TKG compensation module supports two independent claim types:

• Complete outage: compensation under § 58(3) TKG, calculated from the complete-outage days you confirm.
• Missed service or installation appointment: compensation under § 58(4) TKG, even when there was no complete outage.

It does not treat slow, unstable, or reduced service as a complete outage. For performance shortfalls, use the official Bundesnetzagentur Breitbandmessung procedure and DOCSight's BNetzA integration.

Before You Start

For a complete-outage claim, have the following information ready:

• the date on which the provider received your fault report
• the report channel and ticket/reference, if available
• the outage and restoration dates
• the contractually agreed monthly fee
• which local calendar days were complete outages
• whether the provider actually made a replacement solution available on any day
• any credit already shown by the provider

For a missed-appointment-only claim, you only need the monthly fee and the number of service or installation appointments the provider missed. Do not count an appointment that you failed to attend. Leave the outage window blank.

Four-Step Workflow

1. Outage or Appointment

Open Check possible compensation in the sidebar. Enter both bounds of the outage period manually, then select Continue to details. For a missed-appointment-only claim, leave both time fields blank.

The assistant does not discover outage periods from Connection Monitor or Incident Journal. Enter the period you want to assess; you confirm the individual days in the next step.

2. Details

Enter the monthly fee and the relevant claim facts. For an outage, confirm complete outage, enter the date the provider received your fault report, and select each complete-outage day individually. Leave the separate restoration date blank if the fault is ongoing.

The day list is limited by the entered period, fault-report and restoration dates, and the current date in DOCSight’s configured timezone. Narrowing the period preserves confirmations for days still in the list.

DOCSight uses full local calendar days as its input convention. Confirm only days that meet that convention, including the restoration day only if it was a full day of complete outage. The statute refers to each day of complete service outage; the full-calendar-day input requirement is a DOCSight calculation convention, not a quotation of the law.

Confirm a replacement solution only for a day on which the provider actually made one available. DOCSight conservatively excludes that day from the calculation without assessing whether you accepted the solution or whether it was suitable. Confirmed user responsibility, force majeure, or a legally permitted interruption prevents the outage calculation. See § 58 TKG and the Bundesnetzagentur’s eligibility guidance.

For missed appointments, enter the number the provider missed. Do not count a missed appointment for which you were responsible. Outage and missed-appointment claims can be assessed independently.

Record any provider credit and classify it as unclear, goodwill, fee reduction, or compensation. DOCSight shows it separately and does not subtract it automatically. Statutory offsetting can still apply, so the displayed total is not necessarily an additional amount payable in full.

Select Save and calculate to continue.

3. Possible Amount

Review the outage and missed-appointment totals, daily breakdown, excluded days, rules version, and source links.

Under § 58(3), when a fault remains unresolved after two calendar days following receipt of the report, compensation can start on the following day, subject to the statutory conditions. DOCSight counts the receipt date as day 0:

Calendar day after receipt	Prospective amount per eligible confirmed day
Third and fourth	The higher of €5.00 or 10% of the contractual monthly fee
Fifth and later	The higher of €10.00 or 20% of the contractual monthly fee

For each eligible missed service or installation appointment, § 58(4) provides the higher of €10.00 or 20% of the contractual monthly fee. These percentage rules concern contracts with a constant monthly fee. DOCSight uses the fee you enter and does not infer an allocation between bundled services. Source: § 58(3) and (4) TKG.

DOCSight calculates with integer cents and rounds fractional-cent percentage results to the nearest cent using ROUND_HALF_UP. This is a product calculation choice, not statutory wording.

There is no DOCSight claim-period cap. Supporting PDF reports are split into windows of at most 90 days where needed; that technical limit does not truncate the compensation calculation.

4. Letter

Select Next after reviewing the calculation. Add optional name, address, and customer or contract number, then select Generate letter. The letter is in German regardless of the interface language.

Review and edit the complete text. Copy letter and Download .txt are beside the editable letter on this final step. Supporting evidence links appear here when available. There is no separate completion screen or completion control.

Changing claim facts invalidates the calculation and letter. Recalculate and regenerate before export. Changing the optional customer details clears the letter and requires regeneration.

DOCSight does not send the letter or submit a claim. Review the final text and send it yourself through your provider’s verified channel.

Optional Supporting Modules

The manual claim, calculation, and letter workflow remains available without supporting modules. When enabled and the relevant dates are present, these modules provide links:

• Reports: supporting PDFs, split into report-sized windows where necessary; saved customer details can also prefill the letter fields outside demo mode
• Evidence Journey: an evidence checklist for the entered period
• Incident Journal: a journal export for the fault-report period

BNetzA provides the separate workflow for performance shortfalls. Supporting records do not confirm complete-outage days or legal eligibility for you.

Storage and Privacy

• Drafts are stored locally in DOCSight's docsis_history.db.
• Normal history retention does not delete them; delete a draft explicitly when you no longer need it.
• Non-demo drafts are included in normal backup and restore.
• Demo-created drafts are marked server-side and removed from demo backup copies and demo cleanup.
• Export filenames contain no personal data, but the letter itself may contain your name, address, customer number, ticket reference, and outage details.
• Claim drafts and letters are not added automatically to LLM exports or PDF reports. Supporting report links point to separately generated evidence reports.

Treat exported letters and evidence packages as private documents and review them before sharing.

Rules and Sources

Every calculation records its rules version and displays the source links used by that version. The initial built-in ruleset is de-tkg58-2026.1.

Inside DOCSight, open Glossary → Rights under TKG § 57 and § 58 for a plain-language summary followed by an expandable German appendix containing the complete § 58 and § 57 Abs. 4.

Sources:

• § 58 TKG
• § 57 TKG
• Bundesnetzagentur: Störung
• Verbraucherzentrale: Internet- und Telefonstörungen

See also Filing a Complaint for the broader evidence and escalation workflow.

For authenticated endpoint details, see API Reference: German TKG Compensation.