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Eurofound's EU PolicyWatch collates information on the responses of government and social partners to the COVID-19 crisis, the war in Ukraine, rising inflation, as well as gathering examples of company practices aimed at mitigating the social and economic impacts.

Factsheet for measure GR-2020-11/1760 Updated – measures in Greece

Cosmote: Digital services to customers and citizens during the pandemic

Psifiakes ipiresies pros pelates kai polites kata ti diarkia tis pandimias (Ψηφιακές υπηρεσίες προς τους πελάτες και πολίτες κατά τη διάρκεια της πανδημίας)

Country Greece , applies nationwide
Time period Open ended, started on 13 March 2020
Context COVID-19
Type Company practices
Category Promoting the economic, labour market and social recovery
– Other
Author Penny Georgiadou (INE GSEE)
Measure added 05 February 2021 (updated 25 February 2021)

Background information

OTE Group is the largest provider of telephone and digital services in Greece with 13,000 employees. The COVID-19 pandemic changed everyone's daily life. The lockdown in the economy and the restrictive measures on the movement of citizens, resulted in new circumstances as regards the function of businesses and the provision of work.

In this context, OTE Group and COSMOTE MOBILE TELECOMMUNICATIONS S.A. in order to meet the needs of the economy and of the citizens, invested more than €12 million, for developing initiatives and actions based on eight pillars: Communication, Entertainment, Employment, Health, Education, The State, Supporting vulnerable groups and Supporting its’ own Employees.

These initiatives, in their greater part, refer to additional free digital services and facilities to its customers and citizens.

Content of measure

COSMOTE has implemented a number of actions in the context of COVID-19 pandemic such as :

  • Free unlimited calls, of all providers, throughout the 2019 Easter season.
  • Free provision of documentary films and programmes by its specialised channel “COSMOTE History” for all, via Cosmote TV platform in youtube and further free offers for it’s blockbuster programme and kids programme.
  • Provision of 15 free GB to all professionals customers for one month.
  • For SMEs operating remotely, three months of Microsoft Office 365.
  • Business Premium free of charge, so that employees can continue their activities, from home.
  • Free text messages for three months to the Emergency Aid Centre, for the collection of the data from the pandemic cases.
  • The free provision, of a 5-digit Psychological Support line (10306) for the citizens.
  • Free access from mobile networks, to the digital platforms used by the Ministry of Education for distance learning at schools.
  • Supporting the Remote work for 10,000 Civil Servants for a three-month period.
  • Provided free COSMOTE TV to 4 ‘Smile of the Child’ homes.
  • Specific and additional measures in order to ensure the health and safety of its employees.


The following updates to this measure have been made after it came into effect.

15 February 2021

COSMOTE has implemented a number of actions in the context of COVID-19 pandemic such as:

For its customers / providers (individuals and companies),

  • Free talking time in mobile phones to all its subscribers for the Easter 2020 period with the aim of facilitating their communication due to travel restrictions
  • Free internet access (15GB) to their professional mobile phone subscribers for one month.
  • Free use of Office 365 for three months – Use of Microsoft Business Premium to SMEs applied teleworking due to the Covid-19 pandemic, so that the employees can continue their activities safely, at home, through any portable device.

To the citizens (society) through support of the public health system:

  • Creation and operation of a special 5-digit Line number for psychosocial support (10306) without remuneration from the Ministry of Health by providing counseling and psychological support to citizens during the pandemic
  • Free SMS for three months used by the services of the Ministry of Health in order to facilitate the collection of daily data from pandemic incidents in all hospitals of the country.

Use of measure

The OTE Group developed actions during the pandemic, "investing" more than €12 million. According to Cosmote, the company's response and it's impact to society, was highly evaluated by the public, in special consumer surveys.

In the Cosmote 13,000 employees are working from home and 3,000 more are on the frontlines to provide services to their consumers every day.


  • Health and safety
  • Telework
  • Training and employability
  • Work organisation

Target groups

Workers Businesses Citizens
Applies to all workers Applies to all businesses Applies to all citizens

Actors and funding

Actors Funding
Company / Companies

Social partners

Social partners' role in designing the measure and form of involvement:

Trade unions Employers' organisations
Role No involvement No involvement
Form Not applicable Not applicable

Social partners' role in the implementation, monitoring and assessment phase:

  • No involvement
  • Main level of involvement: Company level


There is no involvement of social partners.

Views and reactions

The measures are regarded as positive for the business and the citizens during the pandemic.

Sectors and occupations

    • Economic area Sector (NACE level 2)
      J - Information And Communication J60 Programming and broadcasting activities

This case is not occupation-specific.


  • 05 February 2021: Actions in the context of the COVID-19 pandemic (COSMOTE - Δράσεις στα πλαίσια της πανδημίας COVID-19 (


Eurofound (2021), Cosmote: Digital services to customers and citizens during the pandemic, measure GR-2020-11/1760 (measures in Greece), EU PolicyWatch, Dublin,


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Disclaimer: This information has not been subject to the full Eurofound evaluation, editorial and publication process.