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Expensive calls to customer helplines to end in 2014 | |
(about 4 hours later) | |
Customers who call companies to complain about faulty goods will no longer have to pay high charges, the government has announced. | |
At the moment, consumers can pay up to 41p a minute to phone customer helplines. | At the moment, consumers can pay up to 41p a minute to phone customer helplines. |
While some companies do not charge for such calls, others use chargeable numbers with the prefix 084 or 087. | |
Typically, they are used by airlines, train operators and High Street or online retailers. | Typically, they are used by airlines, train operators and High Street or online retailers. |
From June 2014, anyone calling to complain about a faulty microwave or incorrect train ticket will only have to pay the basic rate. | From June 2014, anyone calling to complain about a faulty microwave or incorrect train ticket will only have to pay the basic rate. |
Many companies "lure in" new customers with a freephone - or an 0800 number - but once goods have been bought, they make customers pay to call. | Many companies "lure in" new customers with a freephone - or an 0800 number - but once goods have been bought, they make customers pay to call. |
A two minute call to an 084 number can cost up to 36p if using a landline, or 82p if using a mobile. | A two minute call to an 084 number can cost up to 36p if using a landline, or 82p if using a mobile. |
"From next year, if something goes wrong with a cooker or commuters want a refund on their season ticket, they will now pay the same to phone a helpline as they do to call friends or family," said Consumer Minister Jo Swinson. | "From next year, if something goes wrong with a cooker or commuters want a refund on their season ticket, they will now pay the same to phone a helpline as they do to call friends or family," said Consumer Minister Jo Swinson. |
The new regulations will not include financial service companies. | The new regulations will not include financial service companies. |
However, the Financial Conduct Authority is considering whether to introduce similar restrictions when people call banks or insurance companies. | However, the Financial Conduct Authority is considering whether to introduce similar restrictions when people call banks or insurance companies. |
Some banks, including Barclays and RBS, have already promised to switch to basic rate customer helplines. | Some banks, including Barclays and RBS, have already promised to switch to basic rate customer helplines. |
Online shoppers | Online shoppers |
The changes will be contained in the Consumer Rights Directive, which will be on the statute books from Friday, but which will become law in June 2014. | The changes will be contained in the Consumer Rights Directive, which will be on the statute books from Friday, but which will become law in June 2014. |
Under that directive, consumers who shop online will have more time to change their minds. | Under that directive, consumers who shop online will have more time to change their minds. |
The Distance Selling Regulations currently give shoppers seven working days to decide whether they wish to keep items bought online, or whether they would like to return them. | The Distance Selling Regulations currently give shoppers seven working days to decide whether they wish to keep items bought online, or whether they would like to return them. |
From June 2014 customers will have 14 days to change their mind, starting from the day when they receive the goods. | From June 2014 customers will have 14 days to change their mind, starting from the day when they receive the goods. |
It will also be against the law for online sites to "pre-tick" boxes, that could result in consumers paying for something they do not want. | It will also be against the law for online sites to "pre-tick" boxes, that could result in consumers paying for something they do not want. |
Online retailers will also benefit from the new regulations, which will make it clear that consumers have to return goods before they can get a refund, or else provide proof of postage. | Online retailers will also benefit from the new regulations, which will make it clear that consumers have to return goods before they can get a refund, or else provide proof of postage. |
Businesses will also be able to deduct money from refunds, where there is evidence that a returned item has been used. | Businesses will also be able to deduct money from refunds, where there is evidence that a returned item has been used. |