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Consumer Agency Disapproves of Sonera Charges |
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By Virpi Hattukangas
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Sunday, 16 March 2008 |
In an effort to act environmentally and encourage customers to choose the paperless option for their broadband invoices, Sonera announced that it would start charging customers one euro for each paper invoice. Many customers subsequently complained to the Consumer Agency about Sonera’s planned charges. After considering the matter, the Agency has now resolved to back the customers and has expressed its disapproval of Sonera’s plans.
Anja Peltonen of the Consumer Agency states that Sonera has not fully investigated the practical issues of electronic invoicing and ensured that all broadband customers have internet banking arrangements or access to email. Peltonen also says that the Agency backs customers who wish to close their Sonera broadband account without the period of notice. The Agency has thus expressed their line in the matter and set a precedent that a customer should not be forced to change to electronic invoicing by imposing extra charges. Sonera’s broadband invoices will continue to be free of charge via internet banking or email. Peltonen points out that normal invoicing should be free of charge or included in the service and therefore not incur extra charges. She also emphasised that the Agency is not against paperless invoicing itself but says that if there are to be savings, maybe those should benefit the customers as well. She suggests that instead of punishing customers who wish to continue with paper invoicing, companies could encourage customers to change into the more environmentally friendly option by giving them a discount. The Consumer Agency also points out that Sonera doesn’t currently have electronic banking arrangements with all banks. Customers of Nordea, Sampo, Osuuspankki and Säästöpankki can arrange electronic payments but not customers of Handelsbank, Ålandsbank and Tapiola. Sonera also has plans to change their free 0800 Sonera Customer Service and Technical Customer Service numbers to fee-charging 0200 numbers from May 2nd 2008. Calls will also attract a local call cost for the queuing time. Timo Saxen of TeliaSonera says that the company tries to encourage people to look after all routine matters relating to their account on the internet therefore releasing telephone service time to people who really need personal assistance. Saxen promises that Sonera will invest in improving its telephone service and also reducing queuing time with the extra income. (Kaleva)
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