Shysters? Telekom & Co. have "exemplary rules" for door-to-door sales

Deutsche Telekom, Vodafone, Deutsche GigaNetz, Deutsche Glasfaser, EWE, Leonet and Pyür Tele Columbus comply in principle with the requirements of a code of conduct for door-to-door sales in the telecommunications industry. The monitoring body Scope Europe Monitoring has certified the companies' compliance. The seal of approval is intended to signal to consumers that serious advice is a top priority, especially when it comes to the telcos' fiber optic expansion. The underlying doorstep code was developed by the Association for Self-Regulation in the Information Economy (SRIW) together with the industry on the initiative of the Association of Telecommunications and Value-Added Service Providers (VATM). It came into force in November 2023.

The inclusion of Telekom and Vodafone in particular in Scope's public register comes as a surprise, as online forums are full of complaints from consumers about the shady practices of these two major players in the German telecommunications market. Time and again, those affected complain that representatives of these companies have gained access to their homes to be able to sell them a new contract - sometimes under false pretenses. As recently as April, the consumer advice center in Schleswig-Holstein warned against such doorstep selling "due to current events". In some cases, the sales professionals used "immoral or even criminal methods". With the legal abolition of the service charge privilege, there is currently an increased number of such sales representatives on the move.

The Doorstep Selling Code, on the other hand, defines "binding requirements for the protection of consumers" for the signatory companies. For example, to receive the seal, the parties involved must guarantee that their employees are well qualified, act considerately towards potential customers and make themselves visually recognizable on site. In addition, there is an obligation to provide information on the intention to sell and to hand out or electronically transmit a product sheet and pre-contractual information. Sellers should refer consumers to their right of withdrawal and give them an option to verify the information provided. Affiliated companies must set up effective complaints channels and follow up on reports of breaches of duty.

Effects of the Code only really noticeable in future

Last year, the VATM already stated the maxim that doorstep selling was the key to faster network expansion. Considering the importance of an efficient telecommunications infrastructure, it is important to provide residents with the best possible information about the work outside their own four walls and a possible connection for their house or apartment wherever fibre optics are being laid, VATM Managing Director Frederic Ufer now emphasized. The many questions that arise can best be clarified "in a detailed and serious personal discussion on the site". Ufer congratulated the seven telcos on having "successfully completed the extensive testing procedure".

It will only really be possible to determine in a year's time whether the companies are complying with the Code, which is still in its infancy, when the first real review is due. Regarding ongoing consumer complaints, SRIW and VATM told heise online: "In the last six months alone, the number of households that can be supplied with fiber optics has increased by two million." The number of door-to-door contacts is likely to be in the same order of magnitude. Measured against this enormous number, "we can still speak of an extremely low complaint rate, even if it is rising in nominal terms". Uncertainty among citizens due to the dubious actions of individuals is massively damaging for everyone. For this reason, the decision was made to "strictly monitor all aspects of door-to-door advice". The effects of the Code would be "continuously evaluated". They would only become verifiable "in the future". Misconduct could be punished - including by subcontractors.

(vbr)