Telecom company KPN has severed ties with external call centers that cold-called consumers and small businesses to sell subscriptions. The salespeople were also unclear about the reason for their call and the contents of the contract.
This was announced by the supervisory authority, the Netherlands Authority for Consumers and Markets (ACM), following an investigation. This showed that KPN did not properly comply with the rules regarding telemarketing.
‘Constructive cooperation’
KPN has ‘cooperated constructively’ during the watchdog’s investigation and implemented the necessary improvements, says watchdog board member Martijn Ridderbos.
Based on its own research, KPN had already said goodbye to partners who did not adhere to the rules, according to Ridderbos. “Companies remain responsible for the way in which consumers are approached on their behalf, even if they outsource this to another company.”
According to the ACM, KPN shows that it ‘takes its responsibility for the entire chain seriously’. The watchdog expects other companies to also take a critical look at the call centers they hire.
Persistent problem
The tough approach does not stand alone. In addition to the completed process around KPN, investigations are currently underway into two energy suppliers. ACM does not want to say which organization it concerns. Telecom company VodafoneZiggo was also reprimanded earlier.
Telemarketing has been ‘a persistent problem’ for years and reports about this are consistently among the top five complaints at the ACM, says board member Manon Leijten. “Energy suppliers and telecom companies in particular provide many reports. This really needs to change now.”
Companies that sell by telephone were given until July 1 by the regulator to adjust their working methods. They may only make calls if the recipient has given explicit and demonstrable permission in advance.
The price, duration and purpose of the conversation must also be immediately clear. In the event of new violations, ACM threatens high fines.
Also hassle at the front door
The annoyance about coercive sales techniques of telecom and energy companies is not limited to the telephone. There have also been complaints at the front door for some time about so-called ‘door tigers’, where residents feel intimidated in their own doorway.
A large majority of the House of Representatives recently approved a motion to restrict commercial canvassing by these companies as much as possible. This followed an investigation by this site into the working methods of Delta Fiber door salespeople.
The industries involved are opposed to such a total ban. According to trade association NLconnect (telecom), this is ‘not possible under European law, but also not necessary.’
Door-to-door sales are considered free movement of services in the EU. According to the organization, the installation of fiber optic goes well in 99 percent of the cases, although they acknowledge that the excesses are ‘unacceptable’.
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