ConsuWijzer: most signals about telephone sales
During the first six months of 2010, the three enforcement authorities behind ConsuWijzer, the Consumer Authority, the Independent Post and Telecommunications Authority and the Netherlands Competition Authority, received around 52,000 enquiries and complaints from consumers through the information desk. A large number of these, 11,000 in total, related to complaints concerning telemarketing. The www.consuwijzer.nl website has been viewed one million times in the last six months. As well as answering questions about what is and what is not permitted, the enforcement authorities were also able to take enforcing action thanks to complaints to ConsuWijzer. Reports by consumers to ConsuWijzer form important signs that alert the enforcement authorities that operate the desk.
Popular web pages and sample letters
ConsuWijzer.nl was consulted over one million times in the last six months. The success of the sample letters on the site seems to indicate that the site users are actually able to do something about their problems. Approximately 230,000 sample letters were downloaded, including one for submitting a complaint to a company. The most popular sample letters are: cancelling a subscription, and compensation or replacement of faulty products. Consumers use the sample letters to take action on their problems and find solutions for them.
The top 5 popular web pages on ConsuWijzer.nl in 2010 are:
- Telemarketing
- Guarantees
- Comparing energy companies
- SMS services
- Flights
Using the Netherlands Competition Authority's EnergieWijzer on ConsuWijzer, 67,000 comparisons have been made so far in 2010. The EnergieWijzer helps consumers to choose which energy company fits best with their personal requirements and situation. In this way consumers can, for example, see which energy companies send their bills on time, or if they can easily be contacted by telephone, and which products they offer.
Visit ConsuWijzer.nl (in Dutch)
Telemarketing reports lead to action by enforcement authorities
The Independent Post and Telecommunications Authority [OPTA] and the Consumer Authority each have their own powers which they can use in order to take action against companies that are not adhering to the rules that apply to telemarketing. The Independent Post and Telecommunications Authority is focusing on the Bel-me-niet Register [Don't-call-me Register] and the Consumer Authority are taking action against misleading and aggressive sales methods. During the first six months of 2010, the Independent Post and Telecommunications Authority spoke to 29 companies because it had received complaints about them via ConsuWijzer. In addition, the Independent Post and Telecommunications Authority issued four official warnings against suspected violations of the telemarketing rules. The Independent Post and Telecommunications Authority is currently investigating a number of companies. As well as this, the Consumer Authority is investigating a company that is suspected of violating the telemarketing rules. Earlier, the Consumer Authority already fined three companies for violations regarding telemarketing, including as a result of complaints made to ConsuWijzer. Misleading and aggressive advertising, including telemarketing, remains one of the priorities of the Consumer Authority in 2010 and 2011. For consumers who are being called and would like to know what they should watch out for and what rights they have, the Consumer Authority has developed a Tele-checklist. This was downloaded from ConsuWijzer.nl approximately 7,500 times last year.
On the register and yet still being called
Not every company that calls consumers who are registered in the Bel-me-niet Register is violating the law. There are various situations in which companies can call consumers that are signed up to the register. For example, companies can continue to call consumers who are (or have been) their customer. They can only make an offer for a similar product or service, and must offer the opportunity to sign up to the Bel-me-niet Register. During the conversation, (former) customers have the right to say that they no longer wish to be called by that company. ConsuWijzer warns in particular consumers who were already registered with Infofilter before 1 October 2009. Over 2.6 million telephone numbers have been automatically transferred from Infofilter in the statutory register. However, the registration only applies for a limited period. Three years after registering, the numbers become 'free' and can be called as usual again. Anyone who wants to prevent this can register their numbers again already at www.bel-me-niet.nl
Doorstep selling
ConsuWijzer received approximately 1,000 enquiries and complaints about doorstep selling in the first half of 2010, including via the Netherlands Competition Authority's Information Hotline for energy companies doorstep selling. Because the introduction of the Bel-me-niet Register may possibly give rise to an increase in doorstep selling and because consumers are not very aware of what their rights are regarding door to door sales, ConsuWijzer carried out a campaign at the start of the year. Part of this campaign formed the DeurWijzer [Door Indicator]. This practical resource can be downloaded on www.consuwijzer.nl or can be collected from one of the thirty branches of the Legal Helpdesk [Juridisch Loket]. The DeurWijzer enables the consumer to know what their rights are and which questions he/she should ask the doorstep seller to establish whether or not the offer is of interest. Pauline Bijlenga, head of ConsuWijzer: "It is important that consumers are aware of their rights. The more consumers are kept informed about their rights, the less chance companies have to mislead consumers. We therefore need to continually invest in raising awareness amongst consumers."
ConsuWijzer
ConsuWijzer is the information desk for consumers and provides practical tips and advice about their rights. The desk, which is accessible at www.consuwijzer.nl and +31 (0)88 0707070, is an initiative of the three enforcement authorities from the Ministry of Economic Affairs: The Consumer Authority, The Netherlands Competition Authority and the Independent Post and Telecommunications Authority.