The Netherlands Authority for Consumers and Markets (ACM) has pressured security system provider Verisure to modify its contracts and customer-attraction practices in response to numerous consumer complaints. These complaints highlighted issues such as unsolicited marketing, poor customer service, unclear pricing, and difficulties in canceling services.

In light of these concerns, ACM conducted a comprehensive review and engaged in discussions with Verisure. As a result, Verisure has made significant adjustments to its operations to align with consumer protection regulations. Key changes include prohibiting unsolicited phone calls without explicit consent, ensuring that consumers who opt out of calls are not contacted again, and clearly communicating the 14-day cooling-off period and the right to withdraw with full reimbursement.

Additionally, Verisure has clarified contract conditions, including the nature of equipment loans and discount calculations. The company has also improved its customer service by providing clear channels for inquiries and complaints, and by removing unreasonable terms from its general conditions. Sales representatives have received further training to ensure compliance with consumer protection laws, and the debt collection process has been revised to prevent aggressive practices.

ACM will continue to monitor Verisure's compliance over the coming months, encouraging consumers to report their experiences through the ACM ConsuWijzer portal. Should issues persist, ACM retains the authority to take further action against Verisure.