1. Consumer Rights Directive
Communications Team - News Flash
Full details of requirements and exceptions from
the directive have been published by the UK
Department for Business, Skills and Innovation
and can be found here:
https://www.gov.uk/government/uploads/system/up
loads/attachment_data/file/266525/bis-13-1368-
consumer-contracts-information-cancellation-and-
additional-payments-regulations-guidance.pdf
Given the changes already in the pipeline from
Ofcom that will sharply increase the costs of
running 0800 numbers from June 2015 there could
well be a stampede developing away from 08
numbers.
Every 08 number has a “real” phone number
behind it so complying with the directive does not
present any significant technical challenges but
normally the 08 numbers are widely publicised in
manuals, brochures, websites etc so making any
change is a major excise and requires a significant
amount of notice. Planning for this change should
start as soon as possible.
There is a new EU Consumer
Rights Directive that comes into
force on the 13th June 2014.
Amongst other steps to improve consumers’ rights
there is a requirement that if you are a UK
business that deals with aftercare/post sales calls
from consumers, then you are required to offer a
number to call that costs no more than a normal
geographic rate, i.e. a 01/ 02/ 03 or 0800/ 0808
number.
The use of only 0844, 0845, 0870, 0871, 0872 and
0873 numbers will NOT be compliant
The directive becomes effective on June 13th, and
if companies are not already compliant by this
date, they should be working towards compliance,
and can provide evidence, such as having
alternative numbers in place for example, to
demonstrate either migration in progress, or
intended migration.
It is important to note that this regulation only
applies in a Business to Consumer sales
environment and not in a Business to Business
environment.
For more information on how ERA can help please
contact:
Simon Webb
07710 143624
s.webb@erauk.net