Telecom operator KPN adjusts its telemarketing methods following ACM intervention
Summary
- An ACM investigation has revealed that KPN had failed to properly comply with the telemarketing rules.
- ACM subsequently confronted KPN with these findings, and made arrangements regarding improvements.
- The improvement processes of two energy suppliers are still ongoing.
Following an intervention of the Netherlands Authority for Consumers and Markets (ACM), Dutch telecom operator KPN has adjusted its telemarketing methods. An ACM investigation has revealed that KPN had failed to properly comply with the telemarketing rules. Consumers and small businesses received calls without having consented to receiving such calls, and telemarketers were not always clear about the reason for the phone calls or about the contents of the offers. In addition, KPN did not properly check whether the call centers it hired complied with the rules. ACM subsequently confronted KPN with these findings, and made arrangements regarding improvements. KPN’s improvement process has now been completed. The improvement processes of two other companies (energy suppliers) are still ongoing.
Martijn Ridderbos, Member of the Board, explains: “From the start, KPN has cooperated constructively with our investigation, and has implemented the necessary improvements. On the basis of their own investigation, KPN had already severed its ties with third-party business partners that failed to comply with the rules. Businesses remain responsible for the way in which consumers are contacted on their behalf, even if those businesses outsource such activities to third parties. KPN shows that it takes that responsibility for the entire chain very seriously. We expect other companies to take a critical look at the call centers they hire."
Last year, ACM tightened its oversight over telemarketing practices. That step was prompted by the many reports that ACM had received about unsolicited and misleading telemarketing calls, particularly in the energy and telecom sectors. ACM subsequently performed several audits of the level of compliance with the telemarketing rules among companies. These audits flagged three businesses into which ACM carried out further investigations, including KPN. Improvement processes of two energy suppliers are still ongoing. ACM had previously already reprimanded telecom operator VodafoneZiggo for unsolicited telemarketing calls.
Keeping a close watch
ACM will continue to keep a close watch on the energy and telecom sectors to see whether businesses comply with the rules. Consumers that believe that businesses violate the telemarketing rules are urged to file a report with ACM. Reports filed by consumers play a major role in ACM’s oversight efforts, and help ACM track down abuses.