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19 Iyar 5766 - May 17, 2006 | Mordecai Plaut, director Published Weekly
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NEWS
Complaints Now on the Company's Tab

By N. Katzin

Everyone finds it annoying to wait on hold for Customer Service, listening to an irritating jingle over and over again — and to get charged for these "pleasures" too!

Yitzchok L. of Elad: "I recently found out some law that requires companies to pay phone charges for customer service has gone into effect. Is this correct and what organizations fall under the scope of the law? Does it include banks, municipalities, credit card companies, stores and public transportation companies? Perhaps even the Yated Ne'eman Consumer Hotline [part of the Hebrew edition] is required to provide free phone service. And how are we supposed to guess who provides free calling and what the phone number is?"

Indeed: Amendment 18 to the Consumer Protection Law, which took effect last month, obligates large companies to provide consumers free phone service. The law compels companies with at least 100,000 customers to provide free calling, including human service representatives, to report malfunctions and defects in products or services.

The law is designed to rectify the present situation in which consumers are forced to waste time and money in the event of malfunctions. The law encompasses cell-phone providers, gas, electricity and water companies, and more, requiring them to inform consumers in a clear and prominent manner (including notices on billing statements) of the phone number and hours of the service line.

 

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