VodafoneZiggo says its made improvements to its telemarketing proceedures following an investigation by the Dutch Authority for Consumer and Markets (ACM) into unsolicited telemarketing calls.
The Vodafone-Liberty Global JV has acknowledged that it bears responsibility both for its own telemarketing practices as well as those who make telemarketing calls on its behalf.
The company has committed to ensuring that any company making calls on its behalf complies with the rules around telemarketing. In practice this means that companies will only call consumers that have given permission for such calls.
“With this commitment, VodafoneZiggo takes an important step. The company acknowledges that it bears responsibility for all telemarketing activities that are conducted by it and on its behalf. And it commits to checking more strictly whether these telemarketing calls are conducted in accordance with the rules,” said ACM board member Martijn Ridderbos. “We expect all companies that use telemarketing activities to follow this example. In that way, unsolicited telemarketing calls are stopped, and a level playing field between companies can be created.”
As a gesture of goodwill, VodafoneZiggo plans to donate €25,000 to the National Foundation for Elderly (Nationaal Ouderenfonds).
Earlier this year, ACM organised a meeting of telecoms and energy companies to remind them of the rules around telemarketing and their obligations. It followed a high level of complaints about the sector.
VodafoneZiggo says it’s unacceptable if customers are approached or treated in an inappropriate manner by parties operating on its behalf. “Customers deserve reliable and transparent communication and we feel responsible for that. That is why we are sharpening our working method and that of our partners,” says Anne Hustinx, Executive Director External & Legal Affairs at VodafoneZiggo.
There will now be a central system for processing unsubscribe requests from partners and an extra check in advance whether permission to call is present. In addition, VodafoneZiggo will process the incoming cancellations within 72 hours.
ACM has now agreed to drop any further action.
