Three new consumer laws

The telephone rings, and the party on the other end informs you with delight that you have won a dishwasher, a computer, a vacuum cleaner or a set of towels. Or you might be informed that because you buy so much with your credit card, a company is sending all kinds of gifts, for absolutely nothing.

Totally confused, but thrilled to be getting something for nothing, you agree. Sometimes you even give the caller your credit-card number to cover “shipping costs.” In some cases, you may turn the caller down – but still receive a “gift” and accept it when it is delivered.

A bit elderly, a bit befuddled, or not yet familiar with Hebrew, you don’t check your credit-card statement on a regular basis and at first you don’t realize that you are being charged for your “gift.”

Then one day you, or someone close to you, discovers that the company is taking a fee for your “gift” off your credit card. Can you cancel and get your money back? This week’s column brings you three new consumer laws, all of them proposed by dynamic MKs who care about us.

RETURNING GOODS

Consumer law provides for a two-week period (for most products) during which you can return an unused purchase and get a refund. In August, however, a law went into effect that allows many consumers a four-month grace period. Proposed by MK Itzik Shmuli (Zionist Union), it deals with peddlers of every possible kind, from telemarketers to Internet companies, from salespeople who hound you at home or work to pleasant young men and women who come up to you at the mall and convince you to buy their product. In fact, it covers everything you buy that you didn’t ask for.

The new law stipulates that purchases made to peddlers may be returned within four months even if they have been opened and even if you were curious to see what present you were getting, and checked it out. The law pertains to three different groups: older people (over 65), immigrants who have been in the country less than a year, and people with disabilities. Shmuli notes that companies are not only aware of the new law, but have begun to abide by its precepts. Perhaps – and we can only hope – the new law will drastically reduce the despicable practice of peddlers preying on weaker sections of the public.

DEBTS

In 2013, a company sent nasty, threatening lawyers’ letters to tens of thousands of consumers – some of them young children – claiming that they owed money for a variety of services. The so-called debts included interest and attorney fees and were for thousands of shekels. Consumers were told that if they did not pay up, their debt would end up in the bailiff’s court and, of necessity, would continue growing.

Many a consumer shelled out hard-earned money immediately, afraid they would be sued for the debts, when they actually had no connection to the companies, and often had never even heard or them (or hadn’t been born at the time they supposedly incurred the debts).

Companies, including those to whom money is indeed owed, generally hire lawyers to aggressively collect debts. It can be scary, indeed, to get a letter (or phone call) like this, since they are often for debts – real or imagined – that are many years old. Who can remember that far back? Fortunately for consumers, a law came into effect in September that radically changes the situation.

Proposed by MK Yoel Hasson (Zionist Union), it specifically prohibits lawyers from sending consumers menacing letters about debts they supposedly owe. Instead, if a company (e.g. the water companies, electric company, cellphone companies, cable companies, but not including government and municipal agencies or the National Insurance Institute) believes that you owe it money, it is the company that must contact you.

Their letter/SMS/email must arrive within four months of the so-called debt and include details of the consumer/company agreement, an explanation of how the company came up with the amount it claims that you owe, and a way for you to contact the company for clarification. This gives the kind of consumer who does his/her best to pay bills on time the opportunity to shell out money that is owed.

It also allows you the chance to find out if you really do owe money to the company. Thus, the consumer has the right to demand proof of the debt, such as contacts and/or taped conversations. And should the company fail to follow the letter of the law, it is liable to be penalized up to NIS 22,000.

Note: This law deals only with debts incurred after the law came into effect. If you have a problem concerning an old debt and don’t believe you owe money, contact one of the organizations listed at the end of this column.

AGREEMENTS:

Just about everyone is connected to at least one company, whether it be an Internet provider, cable company or cellphone provider, whose agreements are binding for a specified time. After that time, you are generally surprised with a bill for much more than the original price. Even if they were nice enough to note the coming change on your latest bill, those of us who aren’t fluent in Hebrew, or don’t read every word of their bills, are caught completely unaware.

On June 9, a bill proposed by MK Merav Ben-Ari (Kulanu) went into effect that changes everything! These days, every company that has a short-term deal with you is required to send a cellphone message three weeks ahead of the deal’s end, letting you know and giving you plenty of time to call and make new arrangements (like finding out the newest deal). Should the company not do so, you can take it to court.

Many readers have asked me to repeat the telephone numbers for getting specific consumer advice. Here they are:

• Citizens’ Advice Bureau: Sunday to Thursday, 1-800-50-60-60.

• The Consumer Protection Fair Trade Authority (Harashut Lehaganat Hatzarchan): Sundays and Wednesdays from 10 a.m. to noon, (02) 539-6000.

• Civic Trust (Emun Hatzibur): Sunday to Thursday 3 to 5 p.m. (03) 560-6069. Press “6” on the menu to get directly to your party.

My next column will deal with a tip on ordering products, the spam law and a number of issues raised by my readers (including unwanted noise and doggy dirt). The following column will discuss the pros and cons involved in the decision to move to a senior residences/ assisted living.

Thank you for your letters. While I can’t solve your personal problems, I appreciate you writing to me with general issues you would like me to explore, or to telling me your experiences with sellers and services. My email is consumerjpost@gmail.com.

Things that all shoppers in Israel should know.