CD&V MP Leen Dierick wants to make telecom operators more user-friendly. For this, she wants these companies to allow customers to block numbers from which they no longer want to receive calls. She would also like to legislate a maximum wait time of 2.5 minutes for telephone customer service.
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The proposal to be able to block certain numbers by the operator comes at the request of consumers, supports the member. “The goal is to prevent malicious and unwanted calls or scams and thus provide more security for customers. In addition, more and more very young minors are using mobile telephony. A better blocking system would protect them against fraudulent calls, ”she argues.
Those who are a little tech savvy can already block incoming calls from certain numbers on most phones themselves. Leen Dierick finds, however, that it is the operators’ role to solve the problem for their customers. “Different operators do not offer the possibility of blocking certain incoming calls (a number or a sequence of numbers). Others have shown that it is technically possible to install call barring on a selective basis on customer connections ”. The Telecommunications Ombudsman has also already insisted on the need to increase the possibilities of blocking.
MP CD&V also wants to ensure that customers with questions or complaints are quickly put in contact with an interlocutor when contacting customer service by phone. To do this, she wants to legislate a maximum waiting time of 2.5 minutes. Those who have to wait longer should be able to leave their contact details to be called back within one day.
This provision is already included in a user-friendliness charter that operators signed a few years ago. According to figures from BIPT, the telecoms regulator, for the first half of last year, customer services managed to respond within two minutes in around 80% of cases.
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