News : Uokik Investigates Mobile Customer Service Calls
Warsaw, Poland, July 22, 2016 -- The Polish consumer protection regulator Uokik announced an investigation into the use of recorded conversations wit customers by the mobile operators Polkomtel, Orange Poland and T-Mobile Poland.
While most operators record calls to their customer service centres, consumers do not often have the right to access these recordings, even when operators use the recordings in disputes, the regulator found.
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The inability to verify the accuracy of the recordings is a violation of the consumer's rights and puts them at a disadvantage when contesting a decision by the operator.
Uokik will verify the extent of the practices at the three operators before considering taking action. It already found that the fourth mobile operator, Play had improved its practices after a warning, and now provides customers with the recordings upon request. Uokik said operators must record all conversations with customers changing a contract over the phone. This content must be saved until at least the end of the customer's contract.
Posted by Veronica Silva Cusi, news correspondent
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About Plus (telecommunications Poland):
Plus (formerly Plus GSM) is the brand name of Poland's mobile phone network operator, Polkomtel. The company is owned by Spartan Capital Holdings sp. z o.o. 100%. It operates GSM (900/1800 MHz), UMTS and WLAN networks in Poland.
Published: Monday, July 25, 2016
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