Costs of telephone contact after the conclusion of a contract

If the trader has set up a telephone connection (e.g. customer helpline, customer service line) in order to enable the contracting parties to contact the trader by telephone in connection with consumer contracts that have been concluded, no charge can be requested for the telephone call. Telecommunication service providers (e.g. mobile network operators) have the right to charge a fee for actual communications services (telephone calls made).

If the trader has set up a customer hotline or customer service line enabling the consumer to make contact in connection with a contract that has already been concluded, the information or advice given during the telephone call must be free of charge for the consumer. The consumer therefore cannot be required to pay a fee (e.g. in the context of a premium-rate number).

This means that the telecommunication service provider (e.g. mobile telephone service provider) can charge the consumer only for the actual telephone costs (costs of a telephone call according to the ‘basic tariff’).

Legal basis

Konsumentenschutzgesetz (KSchG)