Following an investigation by the Dutch Authority for Consumer and Markets (ACM) into unsolicited telemarketing calls, VodafoneZiggo announced improvements to its telemarketing procedures. The Vodafone-Liberty Global joint venture accepted responsibility for its practices and those of its partners.
The company pledged to ensure all partners comply with telemarketing rules, meaning calls will only be made to consumers who have given permission. “With this commitment, VodafoneZiggo takes an important step. The company acknowledges that it bears responsibility for all telemarketing activities that are conducted by it and on its behalf. And it commits to checking more strictly whether these telemarketing calls are conducted in accordance with the rules,” stated ACM board member Martijn Ridderbos. He added, “We expect all companies that use telemarketing activities to follow this example. In that way, unsolicited telemarketing calls are stopped, and a level playing field between companies can be created.”
As a goodwill gesture, VodafoneZiggo will donate €25,000 to the National Foundation for Elderly (Nationaal Ouderenfonds). Earlier this year, the ACM held a meeting with telecoms and energy companies to reiterate telemarketing rules following numerous complaints. VodafoneZiggo stated that inappropriate treatment of customers by its partners is unacceptable. “Customers deserve reliable and transparent communication and we feel responsible for that. That is why we are sharpening our working method and that of our partners,” explained Anne Hustinx, Executive Director External & Legal Affairs at VodafoneZiggo.
Improvements include a central system for processing unsubscribe requests from partners, pre-call permission checks, and processing cancellations within 72 hours. The ACM has decided to cease further action.