Vodafone ordered to tell Irish customers how to cancel contracts

Mobile giant Vodafone has been ordered to tell Irish customers how they can cancel their contracts.

A state watchdog said the telecoms company was not complying with consumer protection legislation.

In an enforcement order, Vodafone was told to change its website to make sure customers are fully advised on their legal rights to drop their subscription before they make a purchase.

The Competition and Consumer Protection Commission said Vodafone “was not complying with consumer law” over the information that should be provided to customers.

Anyone who bought goods or services from the company online over the last year can get details on how to cancel.

Isolde Goggin, chairwoman of the commission, said: “Customers of Vodafone will in the future be given the correct information as required by law.

“In addition, customers who bought goods or services online from Vodafone in the past 12 months and who now wish to cancel their contract can find details of how to do so in the customer notices section of the Vodafone website.”

Earlier this year, compliance notices were issued to eircom, eMobile, Meteor, Three and UPC over consumer protection laws.

UPDATE 3.55pm: Vodafone Ireland have released the following statement on the matter:

Vodafone acknowledges the findings of the Competition and Consumer Protection Commission (CCPC) in relation to customers purchasing products and services through its online sales channel.

The CCPC asked Vodafone to clarify a customer’s rights to cancel a contract pursuant to the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 (the ‘Consumer Information Regulations’) and specifically to clarify their rights to a fourteen day “cooling off period” and the cancellation procedure to be used in doing so.

Vodafone has now clarified this information on its website for customers who have purchased a product/service online through their e-shop, to ensure that the customer’s cancellation rights are clearly outlined and easy to understand.

Vodafone apologises to its online customers in relation to this matter. It has worked with the CCPC in relation to this issue and is confident that these matters have been fully dealt with and that the company’s e-shop is now compliant with these requirements set out by the CCPC.

KEYWORDS: Vodafone


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