Details of the results of a comprehensive consumer protection investigation into the operation of customer services were published yesterday by the relevant ministry. In recent months, consumer protection has checked with a total of 340 test calls whether telephone customer services operate in accordance with the requirements specified by law, the majority of the inspections were carried out at telecommunications companies and other public utilities.
According to yesterday's announcement from the Ministry of Innovation and Technology, about a quarter of the calls revealed more or less problems, as a result of which a total of HUF 2.5 million in fines were imposed on infringing companies (exactly how many companies received fines is not covered in the announcement). ). All this presupposes that in a problematic case the infringing behavior was “fined” with a fine of less than 30 thousand forints.
According to the ministry, the role of telephone customer services increased during the epidemic emergency because there was no other way to contact them directly and immediately due to the closure of customer service offices. The smooth operation of telephone customer services for consumers, regardless of the epidemic situation, has been regulated by law for many years, for example, You have to start within 5 minutes, and you can only deviate from this in very exceptional cases, such as extreme weather conditions.
Perhaps the most important thing for consumers, the so-called In the case of the 5-minute rule, the numbers show a clear deteriorating trend, as compared to 4 percent last year, this year, 8.5 percent of calls were violated by service providers. However, ITM notes as a success that no telephone customer service was advertised at the time of live sign-in this year.
Gellert is Technology Editor at Counting News Media and contributor at other major tech publications. Her interests includes testing new gadgets and reading.