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KPN charges business customers too high tariffs for mobile calls abroad

The Netherlands Authority for Consumers and Markets (ACM) imposed a fine of EUR 14,000 on Dutch telecom company KPN because it charged a group of business customers too high tariffs when making mobile calls abroad. The European Roaming Regulation has capped these tariffs. In addition, KPN charged a group of business customers costs for receiving voicemail messages when abroad, whereas this is not permitted according to European rules.

The violation took place from 2010 to 2012. KPN has already compensated the harmed business customers.

Although it concerns a relatively small group of business customers, ACM considers it justified to impose a fine for the violation. The reason is that the tariff requirements violated by KPN form the core of the Roaming Regulation that protect telecom customers against too high tariffs when making mobile calls abroad. It was possible for the violation to happen as KPN lacked a properly-functioning internal control system that would have prevented the identified violations.

“We keep an eye on telecom providers to see whether they comply with the maximum tariffs for mobile calls abroad. Customers must be able to rely on the idea that they are charged the right tariffs. With this fine, we are sending a clear message that telecom providers must have their systems in order,” Henk Don, Member of the Board of ACM, adds.

KPN has the opportunity to file an objection with ACM against this decision.