Are your helpline charges lawful?
By George Roberts
From 13 June 2014, all businesses that operate helplines need to check that they are lawful.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 come into force in June. Regulation 41 of those regulations confirms that where a business operates a telephone line for its consumers to contact the business in relation to any contract between them, the consumer should not be charged more than the basic telephone rate (i.e. equivalent to standard geographic rates).
Importantly, after 13 June 2014, where a consumer is unlawfully charged over the basic rate for contacting a business, the contract between them is to be treated as though all sums paid over and above that basic rate are repayable by that business to the consumer…
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