One of the largest telecommunications operators in Poland is to refund fees for calls made by customers to the hotline. Fees were charged both for the call and for the waiting time for the operator. Fees charged for technical diagnosis as part of a complaint submitted by the consumer will also be refunded. The company has launched the possibility of submitting refund applications.
This news pleased many recipients of one of the largest telecommunications operators in our country. “Orange Polska has launched the possibility of submitting applications for reimbursement of costs for calls to the hotline” – said Wojciech Jabczyński, spokesman for the operator. This is the result of the decision of the Office of Competition and Consumer Protection.
The Office of Competition and Consumer Protection questioned Orange’s solution
At the end of August this year, the Office of Competition and Consumer Protection questioned two practices of Orange Polska. The first one involved charging fees for calls to Orange and nju mobile service hotlines. Fees were also charged to consumers who were offered free calls to mobile and landline networks. The operator also charged fees for the waiting time to talk to a consultant.
Officials questioned this solution. In their opinion, the telecommunications operator’s actions could have been inconsistent with the Consumer Rights Act. They also informed the company that no fees should be charged to people who have an offer of free calls for trying to contact the service provider.
The operator charged money for technical diagnosis. The company will refund customers’ money
The second practice questioned was charging PLN 49 for technical diagnosis as part of a consumer complaint for damage. The Office of Competition and Consumer Protection obliged the operator not only to stop charging these fees, but also ordered them to be returned to customers.
The operator agreed to implement the decision of the President of the Office of Competition and Consumer Protection, which resulted from the dialogue with the office. “We abolished the fee for calls to hotlines in March 2023. We will fulfill the remaining obligations according to the schedule.” – declared Orange spokesman Wojciech Jabczyński. The company has launched the possibility of submitting refund applications.
Who will receive reimbursement? You can fill out the form or pay less for the service
In the first case, customers of Orange and nju services can apply for a refund by completing a special form available on the operator’s website. If the customer does not complete the form, he will also receive a refund, but in the form of a lower bill fee or he will receive a top-up.
“In the second case, compensation will be due to customers who paid for the diagnosis of damage from June 7, 2022 until the date of cessation of charging the fee. Customers who incurred the cost more than once will receive a multiple of this amount.” — we read on the operator’s website.