Access to hotlines of telecommunications companies to provide subscribers with customer support under the concluded agreements - UKE

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Access to hotlines of telecommunications companies to provide subscribers with customer support under the concluded agreements


2015-12-23
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The President of UKE took a position on the problems reported to UKE concerning the use of hotlines dedicated by telecommunication companies for the provision of consumer support to their subscribers under the concluded agreements.

 

The main problems that the consumers indicate include:

  • too long time to get through to a consultant;
  • call charges, including charges for the time waiting to be put through to a consultant;
  • lack of information on the call charges and method of calculating the charge (for the whole call or depending on its duration) in operators’ price lists of  telecommunications services and on their websites;
  • complicated structure of voice announcements with many elements before one is able to access to a consultant or other forms of solving a problem.

In this regard, the President of UKE is of the opinion that the customer should not pay the cost of reporting to the operator about failures or problems of the operator’s own network occurring within the binding agreement with the operator. Those costs should be included in subscription fees for services provided to the subscriber.

Therefore, the establishment of free hotlines by operators to contact their subscribers would be the most desirable according to the President of UKE.

An alternative solution aimed to minimise costs of customer support for subscribers under the concluded agreement is the adoption, by telecommunications companies, of:

  • a settlement model with a fixed charge for connections with a hotline, regardless of the length of call;
  • a clear way of indicating the cost for the services in price lists of telecommunication services and on websites of the service providers.

In this regard, the President of UKE requested the Chambers of industry associating telecommunication companies to encourage operators to take actions in this field, which would lead to improvement of customer service enjoyed by their subscribers through a dedicated hotline.
 
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    INTRODUCTION
    The President of the Office of Electronic Communications (President of UKE) is the national regulatory authority for the market of telecommunications and postal services. The President of UKE is also the specialised authority in the area of equipment conformity assessment, including telecommunications terminal equipment and radio equipment.

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