Do you assist consumers over the phone via a customer service line? Since 2014, there are maximum rates for calling a customer service line via a 0900 number. These regulations protect consumers from excessive final rates. These new rules have implications for your organisation.
Maximum 1 Euro per Call
Requesting a 0900 number is very simple. Calls to such a number cost your customer a fixed amount per minute or per call. You decide this amount, within the maximum limits set by law. From 13 June 2014, you may charge no more than 1 Euro per call. Additionally, you cannot charge an information fee per minute to the consumer. However, the consumer pays the regular call costs for calling from a landline or mobile phone. This is also known as the traffic rate. Another rule is that agreements for services (like telephony or energy) made over the phone are only valid once signed by the consumer.
Who Do These Rules Apply To?
These rules apply to all consumers calling the customer service number. So, not just for those who are long-term customers. The rules also apply to customers who call the service number one-time. This makes it clearer for consumers what they will pay for calling an information number.
Who Are These Rules Not For?
These new rates do not apply to consumers who are not yet customers. For instance, when a caller wishes information about products from an online store or calls to enter a new contract, it is not considered customer service. In that case, existing ACM rules remain applicable.
Example Notices
You must state the rates for calling a 0900 number before the call is made. Below, you can see examples of how the rates can be mentioned:
For a call without an information fee: “The cost for this call is your regular call rate.”
For a call charged at 1 Euro per call: “This call costs 1 Euro per call, plus your regular call rate.”
The Latest News on Costs in 2017?
Today, the European Court of Justice finds that citizens should be provided information without extra call costs when they’ve purchased a product, have questions about warranties, or wish to cancel subscriptions. This aligns with the consumer rights directive in Europe. Therefore, the Customer Service Federation in the Netherlands is investigating the consequences these decisions might have for Dutch business. The matter is being studied, but it is still too early to determine the effects 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.
