09/01/2024, 06:06
– Canal+ Polska works with respect for consumer rights and constantly improves sales processes to make them as transparent as possible for our customers – explains the company's spokesperson Piotr Kaniowski (Photo: Mateusz Grochocki/East News)
The Office of Competition and Consumer Protection fined Canal+ Polska more than PLN 46 million. The office found that the company's consultants misled consumers about the purpose of the phone conversation. Canal+ Polska disagrees with the decision of the Office of Competition and Consumer Protection and will appeal it. – The alleged violations were related to one offer made by external partners – says Piotr Kaniowski, the company's spokesman.
UOKiK's suspicions were raised by a telephone sales call in which – according to the office – it was assumed that customers would receive a free gift, while a parallel contract had to be signed.
to sign a new contract with “Sadjara”.
In this regard, the office received customer complaints. Several hundred records of sales calls were analyzed during the proceedings.
“Canal+ consultants called subscribers, announced an additional package or a free gift, which was actually just a “bait” to sign a new long-term contract. Some customers noticed additional fees and changes to the contract only after a long time. After speaking with the consultant, the TV was available free of charge for the first few months. After the end of the free period, the customer did not have the opportunity to terminate the contract and was forced to bear the costs arising from both contracts,” the office wrote. .
“The consumer must be provided with transparent and honest service by the entrepreneur, which will allow him to enter into the contract fully consciously,” said Tomasz Krostny, president of the office, in a statement.
“Constructing sales call scripts in such a way that they hide the real purpose of the salesperson's phone conversation with the customer and the real costs associated with the offer are not allowed,” he added.
Canal+ disagrees with the decision of the Office of Competition and Consumer Protection
For violating the collective interests of consumers, the President of the Office of Competition and Consumer Protection imposed a financial fine of PLN 46.6 million on Canal+ Polska. In addition, the company was obliged to refund the money to customers who signed an agreement within the framework of the advertising campaign from October 10, 2019 to April 23, 2022.
Canal+ Polska disagrees with the decision of the Office of Competition and Consumer Protection and will appeal.
– Canal+ Polska works with respect for the rights of consumers and constantly improves sales processes to make them as transparent as possible for our customers – explains the company's spokesperson Piotr Kaniowski.
– We would like to point out that the alleged violations related to one offer made by external partners who sell our services. We emphasize that the external consultants did not hide the purpose of the conversation when contacting the client, and the conversation scripts they used were properly prepared. The volume of complaints regarding contracts made over the phone was low and resolved in favor of the client, he reported.
(KOZ, 09/01/2024)
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