Consumer Rights Directive

Grapevine are keen to inform you of important changes dictated by the Consumer Rights Directive and how this may affect your business.

The Background

The Consumer Rights Directive (CRD) was passed by the EU in October 2011, and this part was transposed into UK law in December 2013. The CRD comes into force in all EU member states, including the UK, in June 2014. The CRD aims to simplify consumer rights in certain important areas, mostly relating to buying and selling.

One of the key changes in the directive means that UK businesses cannot charge more than a basic rate for call from their existing contracted customers. Basically this means that existing end customers calling support , service , billing desks etc can only be charged a basic rate or less for the call. There are some industries that are exempted from the directive, summarised below, but in general if Businesses are using any revenue sharing numbers to support their existing customers they would have to change that number.

Excepted Industries

These currently include gambling, banking, credit, insurance, pensions and investments, creation of immovable property or of rights in immovable property, rental of accommodation, supply of food and beverages which are delivered regularly to the consumer, package travel, timeshares and contracts concluded by automated vending machines through a payphone with a telecommunications operator.

This change is mandated to be in place from 13th June 2014

Effectively this means that from that date any business must advertise an 01, 02, 03 or mobile number (071-075, 077-079) for their existing customers to call, or a freephone number. All revenue sharing numbers, starting 084, 087 and 09 are prohibited from being used in isolation.

Next steps

fixed-line-editIf you feel that you could be affected by these changes then please contact your account manager at Grapevine Telecom 01202 679503 to find out how our Inbound telephony services can help you manage any necessary change.