The Regulation of Premium Rate Services Order 2024
Write the words of this act the way you think they should read. Solon shows your change as a redline against the published text and pins it to that exact text, so it can never be applied to wording you did not see.
Change 1
37 Consumer enquiries and complaints: requirements
(1) This article sets out the seven requirements for the purposes of complying with article 36. (2) The first requirement is that a consumer must be able to make any enquiry or complaint— (a) free of charge, or (b) where it is made using a telephone number for contacting the merchant, at no more than the basic rate. (3) The second requirement is that the merchant must use its best endeavours to ensure that all calls received from consumers are answered between 9 am to 5 pm on working days for the purposes of dealing with any enquiries and complaints. (4) The third requirement is that all enquiries and complaints made by means other than a call should be acknowledged to the consumer within five working days beginning with the day on which the enquiry or complaint is received. (5) The fourth requirement is that the merchant must inform the consumer, at appropriate intervals, about the status and progress of the enquiry or complaint. (6) The fifth requirement is that the merchant must use its best endeavours to resolve issues raised by consumer’s enquiry or complaint. (7) The sixth requirement is that the merchant’s determination of any enquiry or complaint must be provided to the consumer without undue delay. (8) The seventh requirement is that the merchant must make and keep appropriate records in writing of enquiries and complaints and any determination made in respect of them.
37 Consumer enquiries and complaints: requirements
(1) This article sets out the seven requirements for the purposes of complying with article 36. (2) The first requirement is that a consumer must be able to make any enquiry or complaint— (a) free of charge, or (b) where it is made using a telephone number for contacting the merchant, at no more than the basic rate. (3) The second requirement is that the merchant must use its best endeavours to ensure that all calls received from consumers are answered between 9 am to 5 pm on working days for the purposes of dealing with any enquiries and complaints. (4) The third requirement is that all enquiries and complaints made by means other than a call should be acknowledged to the consumer within five working days beginning with the day on which the enquiry or complaint is received. (5) The fourth requirement is that the merchant must inform the consumer, at appropriate intervals, about the status and progress of the enquiry or complaint. (6) The fifth requirement is that the merchant must use its best endeavours to resolve issues raised by consumer’s enquiry or complaint. (7) The sixth requirement is that the merchant’s determination of any enquiry or complaint must be provided to the consumer without undue delay. (8) The seventh requirement is that the merchant must make and keep appropriate records in writing of enquiries and complaints and any determination made in respect of them.
One line that says what changes, such as "Halve the dog tax".
Who it helps, what it costs, what it fixes. It is what persuades people to support it.
How this law is officially changed
Solon does not know this law's official route yet. The proposal is recorded all the same, and the route appears here once its source is added.
A proposal here is not law. Support on Solon is evidence that people want the change; the official route says what it takes to make it law.
Sign in to file your proposal. What you have written stays on this page.
Sign in to file itThink it through
Ask what your change would do, who would gain and who would bear a cost, and where something like it is already law. The assistant reads your draft as it stands, cites the law and the studies it finds, and takes no side. What you file stays yours.