PAN wants to know monitoring measures for premium-rate lines during the Covid-19 period

Lisbon, 8 May 2020 - MEP Francisco Guerreiro (PAN) asked the European Commission if premium-rate telephone numbers are included in the directive that protects consumer rights and what measures are in place to ensure that Member States protect European consumers in this matter. 

This issue is of particular concern due to various state restrictions on movement in Member States, measures to contain the spread of Covid-19, which tend to make consumers more vulnerable. 

In Europe, premium-rate lines are used for telephone calls during which certain services are provided and for which higher-than-normal prices are charged, in many cases a legalized fraud scheme. 

The MEP from PAN asked the European Commission if the directive 2011/EU/83, regarding consumer rights, provides for any consumer protection in this area or if there is other legislation for this purpose, and if so, how has the Commission been monitoring Member-states’ transposition of the respective legislation into national laws and their compliance.

With these lines, various entities profit by luring elderly people, adults and children - often unaware of the real conditions associated with the action requested - to call the line to, for example, obtain psychological help, games, pornographic content, participate in contests or even contact public services. 

Due to a lack of information from service providers, in many cases there is a lack of transparency regarding the conditions applied to the call. Also, the profit of these entities, be they public or private, is also uncertain.

See the full question below:

PREMIUM-RATE TELEPHONE NUMBERS

Premium-rate telephone numbers are used for telephone calls during which certain services are provided, and for which prices higher than normal are charged. The premium-rate lines are used by public and private entities across EU Member-states. With these lines, various entities profit by luring uninformed elderly people, adults and children to call the line to, for example, obtain psychological help, games, pornographic content, participate in contests or even contact public services. In many cases, we are talking about a legalized fraud scheme where there is a lack of transparency regarding the conditions applied to the call. Also, in general, there is also lack of transparency on how much all these entities profit in general.

1. Could the Commission clarify if the EU Consumer Rights Directive 2011/EU/83 foresees any consumer protection in this field / or what other piece of legislation serves this purpose? 

1. a) If so, how has the Commission been monitoring Member-states’ transposition of the respective legislation into national laws and their compliance? 

1. b) What measures does the Directive foresee to assure full transparency of 1.a) and what documents are available for public consultation to serve this purpose; and does the Commission intend to perform a study on the issue?

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