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In 2007, notifications to ConsuWijzer led to action being taken by the supervisory authorities

In 2007, consumers made frequent use of the consumer information portal ConsuWijzer. This was illustrated by the figures published by the information portal in the run up to the World Consumer Day, to be held on 15 March 2008. In its first calendar year, the government's information portal had more than half a million contact moments with Dutch consumers. 'It's good we're there. Not only have we been able to offer practical advice about consumers' rights to several hundred thousand consumers in our first calendar year, but the information we received has also led to action being taken by the three supervisory bodies behind ConsuWijzer: the Netherlands Competition Authority (NMa), the Independent Post and Telecommunications Authority (OPTA) and the Netherlands Consumer Authority', according to Pauline Bijlenga, head of ConsuWijzer.

Notifications

Consumers sought contact with ConsuWijzer via the website (446,000), telephone (82,840), email (19,920) and by letter (1,540). In 2007, the top 5 reasons for consumers contacting ConsuWijzer related to:

  1. guarantees and conformity (the right to have a good product), particularly from the sectors electronics, white goods and home furnishings;
  2. being switched unsolicited to another phone company (slamming);
  3. complaints about internet providers, including problems when transferring from one provider to another;
  4. customer recruitment by energy suppliers;
  5. reports regarding lack of clarity in energy bills.

Highlighting function

ConsuWijzer helps consumers by offering them independent and reliable information about their rights. In this way, consumers know where to go if they have questions or complaints and this knowledge gives them the strength to resolve their own problems. In addition, the notifications received by ConsuWijzer from consumers provide the supervisory authorities with an important source of information regarding potential problems. As individual notifications are now being received collectively, they are able to highlight structural problems within the market. In 2007, the three supervisory authorities undertook actions as a result of notifications from consumers to ConsuWijzer; these actions varied from warnings to fines. A number of examples:

From notifications received by ConsuWijzer about guarantees and conformity, it became apparent that neither entrepreneurs nor consumers were well-informed in respect of the statutory regulations regarding guarantees. Consequently, in 2007, the Netherlands Consumer Authority made every effort to provide targeted information to both consumers and entrepreneurs via ConsuWijzer. Given the number of notifications on this subject, the Netherlands Consumer Authority will keep a strict eye on any entrepreneurs who fail to abide by legislation in this area.

In 2007, several consumers reported that after a telephone sales conversation they were switched to another phone company without, in their opinion, having authorised the switch. As a result of these reports, the Netherlands Consumer Authority launched an investigation into various phone companies. The investigation will be completed in 2008.

As a result of problems highlighted via ConsuWijzer, the Netherlands Consumer Authority started investigating a mail order company. In particular, the reports from consumers related to the unsolicited receipt of products with a request for payment. The Consumer Authority has therefore ordered the mail order company to pay a fine of 88,000 euros. (The company has lodged an objection to this decision).

As a result of notifications regarding wrongful switches to energy companies, the NMa launched an investigation into the manner in which these companies recruit their customers. The results will be made known in 2008.

Due to reports to ConsuWijzer regarding the lack of clarity in bills from energy companies, the NMa drew up a number of rules. In future, energy companies must clearly state their prices in advance (all-in rates). In addition, the NMa has told the energy companies they must simplify their bills and make it easier for them to be checked. By means of random sampling, the NMa also intends to check the accuracy of energy bills.

ConsuWijzer received numerous notifications about the length of time between an energy contract being terminated and the energy company sending the final invoice with the termination refund. Consequently, the NMa has drawn up new rules in which a shorter term with a maximum of two months has been agreed.

Notifications about phoning via internet highlighted the fact that VOIP providers were not affiliated to the Telecommunications Disputes Committee. Since OPTA approached the VOIP providers about this problem, they have voluntarily affiliated themselves with the Disputes Committee.

Problems highlighted at the notification point for ringtones (unwanted text subscriptions) have led to OPTA ensuring the 2003 code of conduct was tightened for the providers of mobile phone and text (subscription) services. At the same time the Netherlands Consumer Authority has started an investigation into two providers of text services and has submitted six statements to the Advertising Code Committee which concluded that the statements were misleading. (the text providers may still appeal against the judgement made by Advertising Code Committee).

An assessment of the quality of the service offered by ConsuWijzer

At the end of 2007, the new information portal ConsuWijzer had an independent assessment carried out into how satisfied Dutch consumers were with the services it provided via the channels: telephone, email, letter and the website. The average grade awarded by consumers to ConsuWijzer was 7.1. In particular, the service offered via the phone scored highly, achieving an average 7.9. The accessibility of the website was also assessed well, averaging 7.2. In 2008, ConsuWijzer will optimise its services even further by, amongst other things, improving the usability of the written advice and expanding the information available on its website.

EU Award

In March 2008, the ConsuWijzer TV and radio campaign, broadcast in April 2007, was nominated for the European Award for the best consumer campaign of the year. For more information please click on https://ec.europa.eu/consumers/ecd/day_activities_en.htm .

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