Companies involved in consumer trade should provide consumers with clear and concise information on the types of matters that each phone line is meant for.By pricing and explaining your phone services clearly, you can avoid any justifiable consumer compensation claims.
According to the Consumer Protection Act, companies that provide customer services by phone to consumers may not utilise expensive corporate or service numbers when the phone line is meant for handling existing customer relations. Currently, the maximum basic rate is €0.084/min.
- If your company provides phone services to consumers, your customers must be able to handle matters related to pre-existing agreements (e.g. cancelling, terminating or dissolving an agreement, submitting complaints, invoicing) without incurring any extra costs from calling your telephone line.
- If your company utilises a phone number that is more expensive than a basic-rate phone line for phone services that are related to sales or agreements that have already been made, the consumer must be compensated afterwards for any call-related expenses that exceed the basic rate if so demanded by the consumer.
You do not need to use a basic-rate customer service line for calls that concern other matters than pre-existing agreements, such as new agreements and shop opening hours.
The requirement for a basic-rate customer service number also does not apply to agreements that concern financial services or instruments, such as credit and insurance agreements.
The basic rate of a customer service number
Calling a basic-rate customer service number must not exceed the consumer’s phone subscription rate or the calculated basic rate that is set annually by the Finnish Transport and Communications Agency, which is currently €0.084/min. This provision is based on the Consumer Rights Directive.
The price of a call must always be indicated when the number is mentioned in, for example, an advert, a phone directory, the terms of an agreement or on your website.
More information on handling consumer relations
Familiarise yourself with the basics on the FCCA’s website:
Customer services subject to charge
Advice for businesses
Consumer legislation advice for businesses