The Ministry of Consumption is preparing a law that contemplates, among other measures, the prohibition of customer service numbers with additional tariffs, better known as 902, as EL MUNDO has known.

The Ministry headed by Alberto Garzón considers that

"customer service cannot be a cost to the pocket of consumers

and a business for a few companies."

He believes that

this measure will put an end to "a generalized abuse"

and that it has been aggravated during the pandemic, because restrictions on mobility prevented consumers from going to the relevant offices when they had a complaint or problem with a service.

All companies that provide services are required to have a telephone number to facilitate customer communication.

The 902 rates were established when phone booths existed,

there were no cell phones and it was not the same cost to call Madrid as Malaga.

So,

calling 902 was more expensive than calling within your province but cheaper than calling another.

Consumption considers that these special rates no longer make sense, since all operators offer flat rates from landlines and mobiles.

Basic rate

Today,

902 are practically one of the few numbers that the user has to pay for

.

The 901 has a cost but is shared, while in the 902 the caller pays.

The law says that "in the event that the entrepreneur makes a telephone line available to consumers and users in order to communicate with him in relation to the contract, the use of such a line may not entail a cost for the consumer and user. higher than the basic rate ".

There were doubts with the concept of "basic rate",

but the Court of Justice of the European Union (the CJEU) ruled that this "cannot exceed the cost of a call to a standard geographic or mobile fixed telephone line".

Consumption believes that access to effective customer service "cannot be conditioned by the economic resources of the consumer."

"Inform you, consult or complain to a company cannot suppose a surcharge in the monthly invoices, whether they are clients or not," says Consumo.

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