Effective February 27, 2024, companies in sectors like utilities, transport, postal services, electronic communications, and financial services must meet new standards. Key points include:
1. Accessibility - Ensure all customers, including vulnerable groups, can access customer service easily.
2. Free Service - Customer service must be free.
3. Efficiency - Provide quick and effective responses to inquiries and complaints.
4. Communication Channels - Offer at least one postal, one telephone, and one electronic communication channel.
5. Personalized Attention - Allow customers to talk to a specialized agent if requested.
6. Resources - Ensure necessary resources and trained staff, especially for helping vulnerable consumers.
7. Free Telephone Service - Phone lines must be free and accessible to people with hearing impairments.
8. Customer Identification - Provide tracking numbers for complaints.
9. Complaint Justification - Record conversations with consent and justify each complaint.
10. Three-Minute Call Cap - Answer 95% of calls within three minutes.
11. 24/7 Availability - Customer service must always be available for service-related issues.
12. Complaint Resolution - Resolve complaints within 15 business days.
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