Although many had doubts that an agreement would be reached in this regard, the operators Movistar, Orange, Vodafone, MásMóvil and Euskaltel have agreed to update their code of ethics for commercial calls that was signed in 2010 with the aim of intensifying control and increasing the consumer guarantees. From now on, they have set a series of actions that they will not be able to do and which are the ones that usually annoy customers a lot, such as calling at nap time, cheating with a false price increase or insisting despite the refusal to accept an offer. We will tell you about this and much more below.
The main telecommunications operators have renewed an agreement that can be historic for the tranquility of our lives . It had come to a point where one was already fed up with calls at all hours with any pretext, insistence on offers that did not interest us, tricks to change companies and a myriad of somewhat dark tricks that have not helped the good reputation at all of the sector.
New Code of Ethics
The signatory operators have a new Code of Ethics that reinforces the one signed in 2010 and that will self-regulate the way of interacting with clients and potential clients. Various obligations are established to raise quality standards in the sale and protection of rights. Among the initiatives we find:
- No to deceptive calls: It is guaranteed that the actions of distributors and other call issuance platforms will be controlled through audits so that they do not use deceptive, fraudulent or, in general, unfair means for competition and increase the control so that consumer data and / or responses that could be interpreted as an acceptance of the change of operator cannot be obtained, nor can any other economic behavior be obtained from the consumer.
- Comply with the Robinson List: The guarantees are increased so that customers included in “Robinson List” systems are not contacted.
- Goodbye to after-hours calls: It is guaranteed that commercial calls will not be made before 9:00 a.m. or after 9:00 p.m. and never on Saturdays, Sundays and holidays. The operators have already started the changes in their respective operations to additionally ensure that, over the next few months, and at the latest from January 1, 2022, they stop making commercial calls before 10 a.m. or between 10 a.m. 3pm and 4pm.
- Call attempt limit: The number of call attempts to uncontacted customers is limited to a maximum of three attempts per month.
- No is not: It is guaranteed that, when a potential client answers a call and expresses no interest in the commercial proposal, the operator will not call them again within three months.
- Call at another time: The consumer receiving the call will be offered to make and, where appropriate, request a return call (“callback”) if at the time of contact he / she could not have the commercial conversation.
In addition to the above, there are other improvements such as the obligation to provide the user with a phone number to obtain information on any other product, always know the number from which they call us or have information about the origin or database from which they have taken out our data.
Finally, the operators will agree to cancel any service that has been contracted in a teleshopping action with fraud or an act contrary to the requirements of good faith, provided that a maximum of one invoice has been issued for said products and services. The client will not lose connectivity nor will he have to assume any type of financial penalty.