Consumer Protection – How You Can Prevent Potential Customer Complaints

Consumer Protection – How You Can Prevent Potential Customer Complaints

On December 17, 2021, the European Commission announced the latest updated guidelines. There have been changes to the directives in the New Deal package for consumers. The New Consumer Agenda also highlights the way in which EU legislation is applied when it comes to consumer protection in developments in certain key areas, especially in terms of the digital and green transition.

From a digital point of view, the European Commission has come up with explanatory information for the legal interpretation of the Unfair Commercial Practices Directive and the Consumer Rights Directive on digital market practices, such as data-based personalization, models dark, influential marketing, consumer reviews, as well as obligations of online platforms and markets.

New European consumer protection rules provide for fines of up to 4% of annual turnover

The directive, which became effective on January 7, 2020, needs until May 28, 2022, to apply consumer protection measures.

In short, the directive seeks to enforce consumer protection legislation more effectively across the European Union by covering the remaining gaps in national legislation in terms of insufficient individual sanctions and methods of consumer protection.

At the same time, the aim is to align previous legislation with the new rules laid down in Directive (EU) 2019/770 on contracts for the provision of digital content and digital services.

The new consumer protection penalties allow the Member States to impose fines through administrative procedures and to initiate legal proceedings for the imposition of fines.

The maximum amount of these fines shall be at least 4% of the annual turnover. If turnover information is not available, the maximum amount of the fine will be at least EUR 2 million.

“According to the latest figures, over 70% of consumers are confident that retailers will respect their rights, but the picture also shows that efforts must be made to improve conditions for consumers and consumer confidence. And the “New Consumer Benefits” package will have exactly that effect: it will give consumers and authorities a word to say. “ – Věra Jourová, European Commissioner for Justice, Consumers and Gender Equality

As you can see in the image below, the rate of complaints per 10,000 inhabitants is relatively heterogeneous, according to Into the Minds this is the European landscape when it comes to GDPR.

At the same time, the top three industries that often receive complaints from consumers are: Consumer Goods, Financial Services and Postal services & electronic communications. This status is given by either high prices, unreliable service or poor customer service.

How do you file a complaint in Romania?

The submission of consumer complaints is made at the headquarters of the County Commissariats for Consumer Protection or at the Commissariat for Consumer Protection of Bucharest, depending on the territorial area in which the claimed economic operator operates.

According to the legal provisions, the complaints and notifications are made in written or electronic format or are submitted in person.

In order to submit a complaint in electronic format, fill in this ONLINE NOTIFICATION FORM.

>> Visit the official website of the National Agency for Consumer Protection for more information

How RepsMate help preventing complaints

Every day, the representatives are put in situations that involve a blend of different emotions, different personalities, and different problems. They have to find creative solutions for even the most unique problems, on multiple and different channels at the same time.

In addition, the customer expects to have a positive customer service experience. In fact, 93% of customer service professionals agree that customers today have higher expectations than ever before.

RepsMate platform can help you prevent potential complaints from your business customers. How? It provides both the reps and the team leader with notifications when a phone call has the possibility of a negative reaction that could lead to a complaint from the customer. Also, through the solution, you can make sure that the rules and regulations that may affect the client and the company are not violated.

Do you have a great idea to improve the customer experience? Write to us and one of our colleagues can guide you to choose what suits your business!
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