Free guilty of illicit practices
The internet service provider was criticised by a Paris court for not following consumer protection laws
POPULAR French internet service provider Free has been found guilty of “illicit” and “abusive” practices.
The Tribunal de Grande Instance de Paris has ruled in favour of the consumer defence body UFC-Que Choisir, which took Free to court.
The firm was ordered to “cease a certain number of illicit practices” and remove some “abusive” clauses from the sale conditions of its “triple-play” offer (broadband, digital television and landline telephone). It was given 15 days to do so, after which it would be charged €2,000 a day.
Free was also ordered to pay €50,000 damages to UFC-Que Choisir and the court ordered the publication of the judgment in the national press and on Free’s internet site.
Among the practices highlighted were what Free calls “postponed-collection activation fees” (at a set amount which decreases according to the length of time someone has been a customer), which were found to be a cancellation charge. Firms are supposed by law to charge cancellation fees only where they can be justified by the actual costs incurred in stopping the customer’s service.
UFC said that this would mean any Free customers who are cancelling because of recent rises linked to VAT increases could contest any cancellation fees.
The firm was also, notably, criticised for charging people more if they want to pay by cheque or credit card rather than direct debit. The court said the law does not allow firms to enforce payment by this method, but must give a choice.
A UFC-Que Choisir spokesman described the ruling as “a fine victory for consumers”.
Free has the right to appeal.
