FixitFaster adjusted its practices, and stopped collecting debts following ACM intervention

Dutch website FixitFaster.nl has stopped recruiting new customers and has also stopped collecting outstanding payments. It decided to do so following an intervention of the Netherlands Authority for Consumers and Markets (ACM). In this case, ACM opted for a rapid intervention by confronting the company in order to prevent further harm to consumers. On the website of FixitFaster.nl, people were able to download instruction manuals after signing up for a paid account. Over the past few months, ACM has received hundreds of complaints about this website, from both Dutch and Belgian consumers.

Consumers complained in particular about the fact that they had to pay a bill of 30 euros for this service, even though they had not been properly informed about this fee in advance. Following discussions with ACM, FixitFaster.nl removed the ability to create new accounts on the website of FixitFaster.nl. Consumers that had not yet paid this fee, and that had received debt collection notices have since received letters informing them that they no longer have to pay anything. In addition, FixitFaster.nl’s owner has promised that, for future websites (such as Fixthejob), he will comply with consumer protection rules. For example, going forward, he will inform consumers clearly about the contents of the services on offer, and what they cost.

ACM opts for a rapid intervention in order to prevent further consumer harm

ACM has different instruments at its disposal for resolving consumer problems. In this case, ACM chose to confront the company directly to resolve the issue, such as the debt collection notices. This is a quick way to see to it that a company adjusts its practices, and to prevent further harm to individuals. Over the next few months, ACM will keep a close watch on FixitFaster to see whether or not it implements the promised adjustments, and truly solves the consumer problems. If it turns out that the identified problems continue to occur, ACM can still take enforcement action.

Edwin van Houten, Director of ACM’s Consumer Department, says: “For our regulatory efforts, we have different instruments at our disposal. In each individual case, we choose the instrument that is the most effective. Whichever approach we choose, the basic principle is always that the harmful conduct must end.”

Follow-up checks of previous ACM actions

In 2024, ACM confronted 28 companies (such as dropshippers and commercial cancellation service providers) about not clearly informing consumers about important elements of their services, such as the costs or delivery times. Over the past few weeks, ACM has checked whether these companies still comply with the rules. This check revealed that all of the 28 companies still have in place the adjustments that they were required to make. Of the seven dropshippers that ACM forced to make adjustments to their websites, five dropshippers have stopped operating those websites, and two dropshippers have adjusted their websites.

See also

• Exercising your rights | ACM Consuwijzer (in Dutch)
• Our oversight style | ACM.nl
• See our series of explainer videos about your rights as a consumer (external website)