Vodafone has been issued with a compliance notice from the Consumer Protection Commission over the returns and cancellation policies stated on its website.
According to the Commission online transactions constitute a ‘distance contract’ where goods are sold either on the phone or via a website and are thus subject to the EU’s Consumer Information, Cancellation and Other Rights Regulations.
Vodafone was cited for posting “misleading” information about the returns period and the length of contracts for bill pay customers. The telco was also criticised for having contradictory information about the start and end dates of a sales contract, with one part of the website saying consumers were entering a binding contract from the period at which a transaction is completed, only for a separate page on the website stating contract begins when devices are shipped.
Isolde Goggin, Commission chair, said: “Customers of Vodafone will in the future be given the correct information as required by law. In addition, customers who bought goods or services online from Vodafone in the past 12 months and who now wish to cancel their contract can find details of how to do so in the customer notices section of the Vodafone website.
“The obligations placed on businesses under consumer law are not just limited to the telecoms sector. They apply to all sectors. The Commission continues to actively monitor all markets and as this action shows we will use our enforcement powers to ensure that traders comply with consumer law.”
A statement from Vodafone released today said: “Vodafone has now clarified this information on its website for customers who have purchased a product/service online through their e-shop, to ensure that the customer’s cancellation rights are clearly outlined and easy to understand.
“Vodafone apologises to its online customers in relation to this matter. It has worked with the CCPC in relation to this issue and is confident that these matters have been fully dealt with and that the company’s e-shop is now compliant with these requirements set out by the CCPC.”
So far this year compliance notices have been issued to eircom, eMobile, Meteor, Three and UPC as part of a review of compliance with the Consumer Rights Directive.
The full decision is available here.
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