ACM opens information line for counselors about consumer rights

The Netherlands Authority for Consumers and Markets (ACM) has opened an information line for counselors that help consumers with their consumer problems. Consumers that are less self-sufficient often seek help from organizations that are accessible and approachable. By opening an information line for such organizations in particular, counselors working for these organizations will be able to obtain information quickly, enabling them to provide solutions for their clients.

Why has this information line been opened?

ACM has contacted the organizations which consumers in vulnerable positions often turn to, such as the Dutch Organization for Social Counselors (LOSR), the Legal Service Counter (Juridisch Loket), and debt counselors. These discussions revealed that consumers that are less self-sufficient do not visit ACM’s consumer information portal, ACM ConsuWijzer, while problems have an outsize impact on this group of consumers in particular. It is also more likely that they face problems in multiple areas or financial stress. ACM has discussed with these counselors in what ways it can reach these individuals better. This is how the idea for the ACM Information line (in Dutch: Informatieloket) for counselors came about.

What information can counselors get?

Counselors can contact the information line with questions about online purchases, energy bills, telephone bills, travel, warranties, and general terms and conditions. ACM’s employees are ready to help find solutions to people’s problems. In this way, consumers have, through these counselors, indirect access to the assistance that ACM offers through ACM ConsuWijzer. At the same time, ACM hopes to gain a better overview of the problems that these consumers face.

Information about consumer rights on ACM ConsuWijzer

ACM ConsuWijzer is ACM’s consumer information portal. Each year, tens of thousands of consumers call, text, and email ACM ConsuWijzer with questions. Information and advice are given through different channels, such as over the phone, in emails, and on social media. ACM ConsuWijzer is also an important source for the oversight responsibilities that ACM has. Any one report could be an indication that a company is violating consumer rules.

ACM Information line for counselors

The information line for counselors can be reached by calling +31-70-722-2004 or by sending an email to hulpverlenersinfo [at] acm [punt] nl.