The President of the Polish competition authority (UOKiK) has mandated Orange Polska to refund customers who were charged for calls to its customer service hotline, despite being on plans that included free calls. This decision addresses two main practices deemed non-compliant with consumer rights laws.

Firstly, Orange was found to be charging for calls to its service hotlines even when customers had plans that included unlimited calls to mobile and landline numbers. Charges were applied not only for the actual conversation time but also for waiting periods. According to consumer rights regulations, any charge for contacting a service number should not exceed the standard call rate applicable to the consumer's plan.

Secondly, the authority challenged Orange's practice of charging a fee of 49 PLN for diagnosing reported damages, which was also deemed inappropriate. The President of UOKiK emphasized the importance of easy reimbursement processes for consumers, especially for low-value claims that might discourage individuals from pursuing their rights through more complex legal avenues.

Eligible consumers who contacted the hotline between March 12, 2022, and March 12, 2023, and who had unlimited calling plans will be able to choose between a refund or a one-time data package. Current customers can apply for refunds through a special form available for three months, while former customers must also fill out a form to receive their refunds.

In addition to Orange, UOKiK is reviewing the practices of other major mobile operators regarding hotline charges. T-Mobile Polska and Polkomtel have successfully passed the review, while P4 (Play) has made changes to its practices following UOKiK's intervention, ensuring that customers with unlimited plans are not charged for hotline calls.