venerdì, marzo 03, 2006

Servizi Telefonici non richiesti

Riprendo il post apparso sul Blog di Alessandro Longo circa la trasmissione “Mi manda Rai Tre” andata in onda Venerdì 17 Febbraio.

Tra i tanti argomenti trattati si è discusso anche di “servizi telefonici non richiesti ma ritrovati adebbitati in bolletta”.

Numerose le segnalazioni e un bel po’ di utenti presenti in studio con il “pacco” contenente il modem Alice!

Infatti molti utenti lamentavano di aver ricevuto a casa il modem anche se non lo avevano mai richiesto e pur non possedendo un pc.

Ed ecco che il modem è giunto a persone ultra-ottantenni della generazione delle belle macchine da scrivere!

Due i collegamenti dall’esterno: uno da Lecce e uno da Cagliari.

Nel primo è presente un signore ultra-ottantenne al quale è stata attivata Alice e si è ritrovato in bolletta telefonica cifre elevate da pagare per traffico internet. Racconta di aver provato a non pagare ma un lettera da parte di Telecom, non proprio “bella” anzi quasi “minatoria”, gli ha annunciato che avrebbero provveduto a staccare la linea telefonica se non avesse pagato. Il signore, essendo una persona a rischio di ictus, ha dovuto per forza pagare non potendo rischiare di rimanere senza telefono, senza possibilità di poter telefonare al 118 in caso di emergenza.

Nel secondo collegamento, una signora lamentava che, in seguito all’attivazione “forzata” di Alice Free, non ha potuto stipulare un contratto con Tiscali per la fornitura dell’ADSL.

È quest’ultimo un caso da tener presente.

Attivando una qualsiasi ADSL, infatti, non è possibile, facilmente, passare da un operatore ad un altro: bisogna prima disdire l’ADSL, eventualmente pagare penali (dipende dal tipo di contratto e dall’operatore) e in seguito rifare un altro contratto ADSL con un altro operatore. I tempi di attesa si allungano notevolmente.

Quando si accetta l’attivazione di Alice Free o comunque di altre ADSL di tipo “Free” (ovvero a consumo) è vero che non si paga niente in caso di non utilizzo – alcune volte c’è il canone di noleggio del modem – ma nell’eventualità si voglia sottoscrivere un’ADSL con un operatore diverso – semmai un’ADSL “Flat”, più conveniente rispetto a quella “Free” se si vuol navigare senza limiti di tempo – si deve prima disdire l’ADSL “Free” e attenersi alle condizioni contrattuali.

Vi consiglio, se vi suggeriscono di volervi attivare un’ADSL Free (con pagamento solo in caso di consumo) di valutarla bene: se a distanza di poco tempo avrete la necessità di un’ADSL “Flat”, il passaggio, soprattutto in caso di operatore diverso, non è così semplice ed immediato.

Interessante, ma anche sconfortante, è stato l’intervento telefonico in studio di un’operatrice di call center che ha raccontato delle pressioni ricevute affinché potesse “convincere” più persone a sottoscrivere servizi telefonici (Alice Free, 4 Star, etc etc).

In studio a rappresentare Telecom Italia c’era il Dottor Avv. Dario D’Aleo, Responsabile Regolatorio di Telecom Italia, che, una volta essersi scusato con gli utenti per i disagi avuti, ha cercato di “difendere” Telecom Italia. Lo ha fatto usando queste frasi:

"Telecom Italia non è il gestore di riferimento di questa patologia dei servizi non richiesti."
"Stiamo implementando una procedura operativa che cercherà di arginare il fenomeno."
"Eppure inviamo una welcome letter in cui rappresentiamo al cliente..."
"Se il signore si è visto addebitare 5.000 euro, mica il sistema di fatturazione può sapere che è un pensionato, senza risorse, e compagnia cantando."
"Vogliamo fare di Telecom una casa di vetro."
Agli utenti che lo assalivano ha risposto: che "non voleva porsi in una politica di contrapposizione".
Ha spiegato che in Telecom chiamano gli addebiti impropri sulle bollette: ERRORE DI SBAGLIO.

In studio, oltre agli utenti imbestialiti, c’era, a dettare con D’Aleo, Paolo Landi, Presidente di Altro Consumo, che sosteneva la tesi della “pratica commerciale scorretta” (non semplici disservizi).

D’Aleo e Landi giungono a dare un consiglio ai cittadini che si trovano addebitati in bolletta servizi e connessioni non richieste: “stornare la cifra contestata e pagare il resto”. In seguito avviare un contenzioso verso l’azienda, non rischiando così di rimanere senza servizio telefonico, assicura D’Aleo.

Il "fenomeno" dell’addebiti dei servizi non richiesti in bolletta è diffusissimo.

È di questi giorni un provvedimento del garante della privacy circa i servizi telefonici (internet incluso) non richiesti dagli utenti ma presenti in bolletta.

Il provvedimento, tende a mettere in guardia gli operatori di telefonia e a tutelare gli utenti/clienti abbonati telefonici.

Questi i principali punti:

  • Attivazioni multiple di schede. Gli operatori telefonici mettano in atto procedure per rilevare tempestivamente intestazioni multiple di schede ad una medesima persona: quando le intestazioni siano superiori a 4 (per le persone fisiche) e a 7 utenze (per le società) l'operatore dovrà chiedere espressa conferma all'intestatario.


  • Attivazione di servizi non richiesti. Non si possono attivare servizi senza espressa volontà degli interessati. Le persone vanno contattate solo se hanno manifestato un preventivo consenso a ricevere chiamate e comunicazioni promozionali. Gli addetti ai call center dovranno spiegare agli interessati da dove sono stati estratti i dati personali che li riguardano. Deve essere, inoltre, immediatamente registrata e rispettata la volontà di non ricevere il servizio e la eventuale contrarietà all'uso dei dati.


  • Identificabilità dell'incaricato. Operatori telefonici, di comunicazione elettronica e call center dovranno controllare, anche a campione, l'attività di rivenditori e incaricati, anche allo scopo di rintracciare immediatamente chi materialmente abbia effettuato l'attivazione indebita.


L’intero documento è disponibile a questa pagina.

In un altro provvedimento precedente datato 16 Febbraio 2006, ho letto e ritenuto importante il punto 8 ovvero:

8. L'esercizio dei diritti

I titolari del trattamento devono predisporre idonee misure organizzative per mettere a disposizione degli interessati modalità semplici per esercitare i propri diritti (artt. 7 e 10 del Codice).
Nel caso in cui la persona contattata si opponga, anche immediatamente, all'utilizzo dei suoi dati per attivare il servizio proposto e/o per ulteriori promozioni anche di altro tipo, il servizio di call center interno od esterno all'operatore deve registrare subito per iscritto la volontà manifestata ed adottare contestualmente idonee procedure affinché tale volontà sia rispettata.
Il riscontro ad un'idonea richiesta volta a conoscere l'origine dei dati personali deve comprendere l'identità e le puntuali coordinate dell'eventuale rivenditore che abbia attivato l'utenza o il servizio non richiesto.
Analogamente, nell'ipotesi in cui siano stati attivati servizi o utenze di telefonia fissa a seguito solo di una chiamata o comunicazione di carattere promozionale effettuata non dall'operatore, ma da chi gestisce per suo conto un servizio di call center, l'interessato deve poter conoscere l'identità e le puntuali coordinate di tale gestore.
Infine, effettuate rapidamente le verifiche eventualmente necessarie, le richieste di rettifica dei dati o di disattivazione dei servizi od utenze attivati indebitamente devono essere soddisfatte tempestivamente. Ciò, senza costi per l'interessato del quale siano stati trattati impropriamente dati personali, anche quando sia necessario attivare una nuova linea telefonica con l'operatore di origine (cfr., in senso analogo, la deliberazione dell'Autorità per le garanzie nelle comunicazioni n. 4/03/Cir del 2 aprile 2003, relativa alla cps.).


L’Adiconsum, Associazione Consumatori difesa e Ambiente, suggerisce agli utenti/consumatori, alcune semplici regole per non incappare in “brutte sorprese”.
Il documento, “Decalogo dei Servizi non richiesti” è a questa pagina.
Mentre a quest’altra pagina (formato pdf) è disponibile una lettera fac-simile di reclami.


Controlliamo bene tutte le voci presenti in fattura telefonica e richiediamo sempre il dettaglio completo delle telefonate; ricordate che le telefonate verso numerazioni a valore aggiunto (per es. 899 e 166) sono disattivabili: in questo modo navigando in internet, in modalità dial-up (modem 56k) non avremo problemi di incappare in dealer (quelli che gonfiano – e non di poco – le bollette telefoniche). Se si naviga con una connessione ADSL questo problema non esiste: non è possibile che vengano effettuate telefonate (anche e soprattutto) a nostra insaputa verso le numerazioni di cui sopra.

Se “loro” sono furbi, noi possiamo esserlo di più!!!


Fonti: http://www.adiconsum.it/ , http://www.garanteprivacy.it/ , http://www.mimandaraitre.rai.it/ , http://www.punto-informatico.it/ , http://mestierediscrivere.splinder.com/ (Luisa Carrada), http://www.alongo.it/ (Alessandro Longo).

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vorrei sapere cosa sono i numeri che cominciano col "7"; per esempio "rosso passione".
grazie

 
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