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Reports to ConsuWijzer in 2007 result in action by enforcement authorities

Consumers made frequent use of ConsuWijzer in 2007, according to figures it has published in the run-up to World Consumer Day on 15 March. This government information desk had more than half a million contact moments with the Dutch consumer during the first calendar year. "It is a good thing that we are here. Not only have we given hundreds of thousands of consumers practical advice on their rights during this first year, but the reports we received have prompted all three enforcement authorities behind ConsuWijzer: the Netherlands Competition Authority (NMa), the Independent Post and Telecommunications Authority (OPTA) and the Consumer Authority to take action", said Pauline Bijlenga, head of ConsuWijzer.

Reports

Consumers contacted ConsuWijzer on the website (446,000), by telephone (82,840), email (19,920) and letter (1,540). The five issues most frequently reported to ConsuWijzer in 2007 were:

  • Guarantees and conformity (entitlement to a good product), particularly in the electronics, white goods and home furniture sectors
  • Being switched to a different telephone company without asking (slamming)
  • Complaints about Internet providers, including switchover problems
  • Energy suppliers' techniques in advertising for new customers
  • Reports on confusing energy bills

Signalling function

ConsuWijzer helps consumers to obtain independent and reliable information on their rights. For example, the consumer knows where he can go to with his question or complaint and is in a stronger position to get his problem solved. Consumer reports made to ConsuWijzer are also an important source of signals for the enforcement authorities. Individual reports, now that they are collected together, can identify structural problems in the market. For example, the three enforcement authorities have taken a whole range of actions, varying from warnings to fines, following reports by consumers to ConsuWijzer in 2007. A number of examples:

  • From the reports ConsuWijzer received on guarantees and conformity, it became clear that both businesses and consumers were not sufficiently aware of the statutory rules regarding guarantees. In 2007 the Consumer Authority therefore worked on providing targeted information to consumers and businesses through ConsuWijzer. In view of the number of reports on this subject, the Consumer Authority continues to adopt a strict enforcement role for businesses that fail to comply with regulations in this area.
  • Many consumers reported in 2007 that following a telephone call they had been switched to another telephone company without, they believed, having given their consent. Following these reports the Consumer Authority started investigations at a number of telephone companies and these will be completed in 2008.
  • Following signals obtained through ConsuWijzer the Consumer Authority started an investigation into a mail order company. Reports received by consumers were mainly to do with unrequested receipt of products together with a request for payment. The Consumer Authority consequently imposed a fine of 88,000 euro on the mail order company. (The company has lodged an objection to this decision).
  • Following reports of unjustified switches to energy companies, the NMa began an investigation into the way in which the companies attract their customers. The results will be published in 2008.
  • Following reports made to ConsuWijzer about confusing energy bills, the NMa has drawn up rules. From now on, energy companies must state clearly their prices (all-in rates). In addition, the NMa has called on the energy companies to make bills more straightforward and easier to check. The NMa also carried out random checks on the accuracy of energy bills.
  • ConsuWijzer received many reports about how long it takes from the moment of terminating an energy contract to the energy company invoicing the termination fee. The NMa has therefore drawn up new rules in which a shorter period of a maximum of two months has been agreed.
  • Reports on Internet calls showed that voIP providers were not affiliated to the Disputes Resolution Board for Telecommunications. OPTA contacted the voIP providers about the problem, and these providers have now affiliated voluntarily with the disputes resolution board.
  • Signals received at the ringtones information hotline (unwanted text messaging subscriptions) caused mobile providers and providers of text messaging services (including subscriptions), under the supervision of OPTA, to tighten up the code of conduct from 2003. At the same time the Consumer Authority launched investigations into two providers of text messaging services and submitted six statements to the Dutch Advertising Code Authority which judged them to be misleading. (text messaging providers may still appeal against this decision of the Advertising Code Committee)

Investigation into the quality of the service of ConsuWijzer

As a new information desk, ConsuWijzer commissioned an independent study at the end of 2007 into satisfaction among Dutch consumers with its service through the channels of telephone, email, letter and website. The average score awarded by the consumer to ConsuWijzer is 7.1. Queries dealt with by telephone scored highest with 7.9. The accessibility of the website also did well with a score of 7.2. ConsuWijzer will optimise its service further in 2008, such as improving the usability of written advice and expanding the information available on its website.

EU Award

The ConsuWijzer TV and radio campaign that was broadcast in April 2007 was nominated in March for the European Award for the best consumer campaign of the year. For more information go to https://ec.europa.eu/consumers/ecd/day_activities_en.htm . It is now known that the campaign in Finland was the winner.

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