Submitting reports to ConsuWijzer pays off

ConsuWijzer, the consumer information portal of the Netherlands Authority for Consumers and Markets (ACM), has established that consumers are getting better and better at finding their way to the educational resources, tools, sample letters, and step-by-step guides on its website, ConsuWijzer.nl. A customer satisfaction survey has revealed that contacting ConsuWijzer, too, greatly helps them in taking action themselves against unfair commercial practices. Consumers thus occupy an increasingly larger role in the disciplining of businesses.

In 2016, ConsuWijzer received 57,000 reports from consumers, both by telephone and in writing. The number of visitors to ConsuWijzer has increased considerably to 2.8 million visitors during the past year (a 12% increase over 2015).

Consumers exercise their rights themselves more often

Half of all consumers reaching out to ConsuWijzer have stated in the survey that they exercise their rights, and three in four say they do so within two weeks. Forty percent of those respondents say that their problems have consequently been resolved. Sample letters and other resources such as interactive tools and step-by-step guides offered on consuwijzer.nl are useful tools in solving such problems.

The sample letters on Consuwijzer.nl, which has over a hundred of them, were viewed nearly 400,000 times in 2016. In the last two months of 2016, the pages and tools explaining what a debt collection agency can and cannot do, the maximum amount they are allowed to charge, and how to protect yourself against unfair debt collection practices were visited over 100,000 times. Other popular subjects were:

• How do I get rid of unsolicited follow-up shipments or subscriptions?
• How do I cancel subscriptions or contracts?
• What are my rights in the case of distance-buying (in an online store, over the phone or on the street)?
• What are my options if the product is faulty?

Rapid interventions

All reports that ConsuWijzer receives help ACM identify problems, and take swift action against companies that violate regulations. One of ACM’s options are so-called ‘rapid interventions.’ In such interventions, ACM immediately asks companies to account for their conduct as soon as reports submitted to ConsuWijzer indicate that a lot of consumers are harmed by it. ACM will demand such companies to adjust their conduct immediately. With these rapid interventions, ACM is able to tackle violations swiftly, thereby preventing further harm to consumers. Depending on the seriousness of the violation, a fine may also be imposed.

In 2016, ACM applied these rapid interventions with great success. Three such successes are:

• A provider of discount travel deals immediately ended its misleading pricing practices, and reimbursed customers that were harmed.
• A telecom provider improved its customer service straight away, so that customers are now served faster and better.
• A number of online stores that failed to deliver orders on time or failed to do so at all, do so now. Furthermore, they now provide clear information about delivery times. And it is now easier to reach them.

The follow-up check in 2016 reveals that the rapid interventions have been effective. All companies that ACM has taken action against have complied with the rules since.

Fines

In case of serious violations or if it is necessary to take more sweeping measures, ACM may decide to issue a public warning, to impose a fine or to impose an order subject to periodic penalty payments. An order subject to periodic penalty payments is a sanction that is aimed at ending the violation. In 2016, ACM imposed fines on online stores that did not fully reimburse or failed to reimburse their customers for cancelled orders, or on online stores that provided customers incomplete or incorrect information about their return policies. ACM also fined a travel provider for advertising lower rates than actually charged. ACM’s highest fine in 2016 was imposed on two home rental agencies that misled consumers by providing unclear information and conditions.

Facts and figures of ConsuWijzer for 2016

• In 2016, ConsuWijzer received 57,000 reports from consumers (58,000 in 2015).
• Consuwijzer.nl was visited 2.8 million times (a 12% increase over 2015).
• An independent and external customer satisfaction survey shows that approximately half of the respondents report that they exercise their rights after contacting ConsuWijzer, and 77% do so within two weeks.
• ConsuWijzer’s Facebook posts are viewed 4.1 million times.
• These posts have been liked, shared and commented on half a million times.
• ConsuWijzer has over 42,000 followers on Facebook.

Frequently asked questions to ConsuWijzer in 2016

• How do I cancel my subscription or contract?
• How do I cancel unsolicited follow-up shipments?
• How do I protect myself against aggressive recruitment and selling techniques, and what are my rights in the case of distance-buying (online stores, telemarketing)?
• How do I protect myself against aggressive debt collection practices, and what is and is not allowed?
• The product is faulty, so what are my options? (e.g. exchange, warranty, conditions)

Industries about which the most reports were submitted:

• Retail non-food sector (including online stores)
• Telecom providers
• Energy companies
• Consumer electronics
• Fashion
• Travel