Orange will refund the fees for contacting the hotline and the technician. The Office of Competition and Consumer Protection issued a decision

The Office of Competition and Consumer Protection questioned two practices used by Orange Polska and encourages consumers to check whether they are entitled to compensation. The office obliged the operator to reimburse the costs incurred by customers illegally.

Paid hotline included in the package without limits. The Office of Competition and Consumer Protection ordered the refund of fees

As the office writes in the statement, the telecom charged fees for calling the hotline serving Orange and nju mobile customers, regardless of the tariff. Even customers who had free calls to mobile and landline networks as part of their package or subscription were charged fees. Moreover, customers were charged not only when they talked to a consultant. Fees were also charged for the waiting time for such a connection with an employee.

The Office of Competition and Consumer Protection emphasizes that, under Polish law, the fee for calling a company’s hotline may be equal to or lower than the fee for a regular telephone call. It depends on the package you have, but if the customer is able to make free calls, the operator cannot charge any fee.

Orange Polska’s actions may have been inconsistent with the Consumer Rights Act. The provision clearly states that the fee for a call to the number indicated by the entrepreneur for contact regarding the concluded contract cannot be higher than the fee for a regular telephone call, in accordance with the tariff used by the consumer. If it offers free calls, you should not be charged any fees for trying to contact the service provider.

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The Office also noted that Orange Polska charges fees for checking whether the reported equipment failure occurred and determining which party was responsible for it. Specifically, it concerns a fee of PLN 49 for the arrival of a technician who will make a diagnosis.

Who will get reimbursed? Some will have to self-report

According to the decision of the Office of Competition and Consumer Protection, the company will have to refund fees to customers who called the hotline between March 12, 2022 and March 12, 2023. It may also compensate them for the loss by charging an additional mobile Internet package. However, it will be up to the customer to choose one of these options. Each injured party will have 3 months to make a choice. If he does not complete the appropriate form within this time, Orange Polska will reduce the amount on his next bill, and in the case of pre-paid offers, the operator will send a coupon to top up the account.

In the case of a diagnosis fee, refunds will be due to people who have been charged such a fee since June 7, 2022. Customers will be able to contact Orange themselves (via chat or hotline) within three months to receive a refund. If they do not do this, the operator will reduce their bill by the amount charged. Former Orange and nju customers will also be able to receive a refund, but they will have to complete the appropriate form on the company’s website within three months.