New ‘virtual assistance’ hotlines for signaling consumer complaints have been installed across Bulgaria’s coastline by the Commission for Consumer Protection, reports BNT2 on July 13. These are pre-existing phone booths with informative stickers placed by the Commission. On the stickers, there are instructions and the number of the hotline which consumers can ring to contact an expert.
The phone booths which have been selected are near beaches, shopping areas, and other touristic hotspots. Calling the consumer protection hotline is completely free. Dimitur Margaritov, the president of the Commission for Consumer Protection, explains that callers will be able to contact the nearest office to their location in order to get a quick response from the dispatched team if necessary. Currently, there are consumer protection teams running regular checks in the larger sea-side resorts and small towns where there is more tourism.
Using the hotline, callers can not only make consumer complaints, but also be advised on various services for tourists. If anyone, traders and consumer, want to visit our offices, they will be provided with more information regarding the most common types of complaints and advice on how to react, said Margaritov.
Most of the tourists and workers interviewed by the BNT2 team at a popular resort were not aware of this service. They support the initiative by the Commission, but criticize the stickers for not being clear or informative enough as to the functions of the ‘virtual assistance’ points.
“I would definitely call the number if I did not receive a cash receipt, if there was a scam or defective goods, and so on, but this sign says nothing. It’s good that they put something, but it should be made clearer, more understandable” a tourist commented.
“It’s true, it is not the best position for the stickers to be on the phones. It (the stickers) could be in a more open and easy to see place it would be better. I don’t think anyone cares about those phone booths anymore” said a worker from the resort.
The Commission has already received signals this summer. The complaints from consumers are most commonly about overbooking or for undelivered services that were previously promised.
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