- Companies need to choose at least one channel to work 24 hours a day seven days a week. - The consumer can only be transferred from an attendant once. - If the call drops, the attendant must return the call and complete the service, without the customer having to repeat everything again. - Phone calls with human service must be available for at least eight hours a day.
I'm a particular fan of the "mirror" concept, where cancelations/returna should work in the same channels and be as easy as the purchases/subscriptions.
Consumer laws here are surprisingly good in my opinion and I am also surprised on how little lobby power consumers have in developed countries, to be treated like they are, with all the black hat tactics companies throw at them.