Monthly Monitoring Report No. 08/2022: Unsolicited marketing calls step-by-step; how to claim about disputed billing; quarterly review of complaints and enquiries
Prague, 24 August 2022 – In the August monitoring report we focus on marketing calls – due to the great interest in this issue from the media and citizens, who are sending an increasing number of complaints, we have placed a clear manual on the CTU website on how to behave during such calls. As we have also seen a higher number of complaints about allegedly incorrect billing for services, we remind you in the following material how to properly submit a claim and any objection against a claim settlement. We also provide a regular summary of enquiries and complaints over the past quarter.
Find out who's calling and where their number is from. Remember if I have ever given the company permission to contact me before, perhaps as part of a contract, purchase or competition. If I assume I have not, I should note the circumstances of the call, make a recording if necessary, and submit a complaint with CTU. These recommendations are not the only ones included in the clear manual on the CTU's website, where consumers can find out how to recognise an unauthorised marketing call, how to behave during it and how to submit a complaint.
There is still a lot of confusion among consumers about the process of submitting a claim with the service provider and objection against a claim settlement with CTU, which in the extreme case may result in a lost opportunity to assert their rights. We therefore present an article with the correct procedures and answers to FAQ, such as the obligation to pay disputed bills.
In the area of electronic communications, there was an increase in the number of complaints and enquiries compared to the previous quarter (896 complaints dealt with in the second quarter compared to 807 in the first quarter). For example, there were fines for unfair commercial practices in the quarter.
Czech Telecommunication Office