Phone operators agree on code of ethics to cut back on harrassment 'spam'

SPAIN (Agencies) If it hasn't happened to you, it is surely to have bothered someone you know. Most people have suffered from aggressive sales calls from telephone companies, a practice which amounts to harassment. A year ago, the Government tried to put a stop to this through a law to regulate the so-called telephone ‘spam’, but things have barely improved. Now, after continual complaints and aware that these calls are seriously damaging their image, Telefónica, Vodafone, Orange, Yoigo and Ono have decided to regulate themselves by signing a code of ethics. It includes part of last year's law plus a few new initiatives. Teleoperators will have to speak to the customer within three seconds in most cases - one of these 'spam' practices is to dial hundreds of numbers at a time but only to speak to the first person to answer. This is why when you answer the phone, there is nobody there. If somebody says they are not interested, that company cannot ring them again for three months. The companies can also only make three attempts a month to phone a number which isn't answered.
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The pact includes twenty points which prohibit bad practices which are common now, such as not respecting the lists signed by consumers to make it known that they do not wish to be bothered by publicity. Telemarketing calls will be restricted to the hours of between 9 a.m. and 10 p.m. during the week, 9 and 2 on Saturdays and will not be made on Sundays and public holidays.

Companies are also banned from using measures which are “deceitful, fraudulent or unfair regarding their rivals”. The phone number from which they are calling must also appear on the screen of the consumer's phone. No fines will be imposed on those who fail to comply because this is self-regulation, but the operators are prepared to meet up every six months to check that they are all complying.

Consumers associations are suspicious of the pact, as many of these practices are already regulated by law. Facua goes so far as to say that it doubts that operators will comply with the terms of this code of ethics. The Ministry of Public Health also urges the companies to comply with Law 29/2009, which regulates unfair competition and publicity.