The Senate adopted, on Wednesday, with 72 votes “for” and three abstentions, a USR legislative initiative by which calls to the call center must be answered by a human operator within a maximum of five minutes from the time the call is made.
“People call the call center when something has happened, when the system stops working. Imagine that a person whose bank card was stolen or cloned calls the bank and, despite the stress caused by the incident, has to navigate dozens of filter questions and wait sometimes more than half an hour. The same is true of cable, internet and telephone operators, when equipment outages leave people unable to communicate. Digitization must be used to speed up the response time and to quickly provide relevant information for the customer”, says Robert Zob, co-initiator of the initiative.
The initiative provides for fines from 50,000 to 100,000 lei for those who do not comply.
Currently, Government Emergency Ordinance no. 49/2009 provides that “providers shall provide beneficiaries, in particular, with the postal address, fax number or e-mail address and telephone number to which all beneficiaries, including those who have their residence or registered office in another member state, I can address them with a complaint or a request for information in relation to the service provided”, without specifying a time frame in which these calls can be answered.
The Senate was the first chamber consulted, and the Chamber of Deputies is the decision-making body.
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