The Office has checked whether telecom operators provide consumers with recordings of telephone sales calls. The doubts of the office aroused the practice of two operators …

The UOKiK was influenced by consumer complaints, which signaled that the telecommunication service providers did not provide telephone sales recordings during which the terms of the new contract were established. On the other hand, entrepreneurs often refer to the content of such conversations when handling consumer complaints. Therefore the office decided to check this information. Since May 2016 the President of UOKiK has analyzed the practices of 11 entrepreneurs. The UOKiK reported that most entrepreneurs provide consumers with recordings of sales talks, during which terms of the new contract are set. Some of them did it before the office (ITI Neovision, Multimedia Polska, Multimedia Polska-Południe, UPC Polska). In the case of Multimedia Polska, South Poland and UPC Polska, as a result of the activities of the OCCP, only the way to make consumer recordings more convenient was made available to them.

fot. UOKiK

fot. UOKiK

The remaining entrepreneurs only provided recordings of conversations in which the terms of the contract were changed, but they changed their practice as a result of activities of UOKiK (Netia, Orange Polska, P4, T-Mobile Poland). Also, Vectra, which currently only provides recordings of conversations during which the terms of the contract have been changed, has declared a change of practice, taking into account the comments of the office. Cyfrowy Polsat's practices in making recordings available may be contrary to good morals . In this case, the office conducts an investigation in connection with the possibility of making it difficult for consumers to access the content of the telephone recordings of sales calls during which the terms of the contract were amended or changed. Polkomtel has not fully complied with the office's objections . In this case, the OCCP still conducts an investigation. In the absence of a change in the practice of entrepreneurs in the field of record making, investigations may result in infringement proceedings commencing consumer interests. Source: press release.