The government wants to introduce the option of fining companies that have complicated or inaccessible customer service. The proposal stems from a study conducted by the Swedish Consumer Agency and aims to strengthen consumer rights.
Under the proposal, companies could be subject to fines if they make it too difficult for customers to contact them, or if it is complicated to cancel contracts or file complaints. The idea is to make it easier to reach companies and to avoid getting stuck in long phone queues or being passed around between different departments.
Focus on Consumer Rights
Minister of Civil Affairs Erik Slottner (KD) has previously highlighted the problem that many customers have difficulty contacting companies when they want to cancel a contract or file a complaint about products and services. The government now wants to give the Consumer Ombudsman (KO) the tools to take action against companies that systematically fail to provide adequate customer service.
– It should be easy to contact companies when you need to, Slottner says, according to a press release.
Under the proposal, the KO would be able to order companies to improve their customer service, and if they fail to comply, they could be fined. The government wants the amendment to take effect on March 1, 2027.
– We believe that introducing the option of imposing a penalty is a powerful tool for the Swedish Consumer Agency. We also believe it could lead to improved customer service., ", says Minister of Civil Affairs Erik Slottner to Daily News.
The Swedish Consumer Agency has long warned
For several years, the Swedish Consumer Agency has received numerous complaints about long wait times, difficulties in canceling subscriptions, and customers being passed around between different customer service representatives. The government believes that current regulations are not sufficient to address the worst cases of poor customer service.
The proposal is part of the government's efforts to strengthen consumers' position in the market.
It will probably be just as toothless as other rules the government has introduced—there are no real penalties for those who violate it.