VodafoneZiggo tightens its telemarketing processes. The company aims to ensure a more careful approach to contacting potential customers by phone, as well as a faster processing of opt-out requests from consumers and businesses. The ACM considers the content of VodafoneZiggo's commitments as the minimum standard for all companies using telemarketing and expects them to take the same or similar measures.
Telemarketing is a common way to reach consumers and businesses with offers and information, including in the telecommunications sector. VodafoneZiggo works with external partners to conduct telemarketing activities. The Dutch Telecommunications Act sets strict requirements for telemarketing.
The ACM has now provided a more specific interpretation of the legal requirements. This interpretation applies to all parties that use telemarketing. The regulator announced this specific interpretation a few weeks ago. VodafoneZiggo has committed to the ACM that it will implement this further elaboration of the rules, together with its external partners.
VodafoneZiggo considers it unacceptable for customers to be approached or treated inappropriately, including by external partners acting on its behalf. The company works with external sales partners because of their expertise and reach but imposes strict requirements. Partners must comply with all relevant laws and regulations and adhere to agreements regarding quality standards and customer interaction.
VodafoneZiggo takes responsibility for its own conduct as well as the conduct of its partners. While the company already conducts regular quality checks in the form of additional audits, training, and process adjustments, it agrees with the ACM that further steps are necessary.
“Customers deserve reliable and transparent communication, and we take responsibility for ensuring that. This is why we are refining our own processes as well as those of our partners,” said Anne Hustinx, Executive Director External & Legal Affairs at VodafoneZiggo.
VodafoneZiggo is taking various measures in close consultation with the ACM. These include introducing a centralized system to process opt-out requests received by its partners and performing additional checks to confirm that permission to call has been granted. Additionally, VodafoneZiggo will ensure that opt-out requests are processed within 72 hours.
With these steps, VodafoneZiggo confirms its commitment to promoting transparent and customer-friendly communication when it comes to telemarketing. These efforts align with the broader obligations that apply to all parties using telemarketing. As a result, consumers can expect transparent communication and simpler processes for opting out.