Last week, a court case took place in Germany where a German company filed a lawsuit against an online shop. The customer service of the said webshop was only accessible via a paid phone number. The German creditor found these charges unjustified. The case resulted in a ruling by the European Court of Justice: organizations must offer customer service through standard costs (no more than the base rate).
Why this decision?
The European Court of Justice believes that citizens should be provided with information without extra call charges when they have purchased a product, have questions about warranty, or wish to cancel subscriptions. This aligns with the directive on consumer rights in Europe.
What is the base rate?
The base rate corresponds to the standard costs applicable for calling a standard fixed geographic or mobile number.
The impact on Dutch organizations
Currently, Dutch organizations are allowed to charge a maximum of €1 per call for customer service purposes, in addition to the usual call costs. This regulation is currently being reviewed by the Ministry of Economic Affairs. It is likely that a general directive will be issued by the European Union, where the standard call rate will apply. If this does not happen, each member state will nevertheless have to individually amend its regulations, so that no infringement is made on the rights of European consumers.
Call charges but no profit model?
The European judges have made it clear that it does not matter whether an organization earns money from the call charges for a caller. Thus, companies using a 0900-number rate to create a small call barrier and prevent unsolicited calls will also be required to change the rate.
When should Dutch organizations take action?
Currently, the Customer Service Federation in the Netherlands is examining what consequences decisions will have for Dutch business. The case is being studied, but it is really too early to comment on the consequences in the Netherlands. The Customer Service Federation is in close contact with the Ministry of Economic Affairs and will inform its members, including ContactCare, about developments. We will, of course, keep you as a reader or customer with a service number informed.
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