On Dec. 3, 2024, SWE GVT published its assignment to SWE CA on shortcoming in companies' customer services, to be carried out by analyzing consumer experiences.
In order to report on extent to which the problems in dealing with customer service departments are due to firms' lack of compliance with their regulatory framework.
SWE CA shall also, if necessary, submit proposals for appropriate measures to counteract the problems, e.g. in the form of amendments to existing regulations.
When developing proposals, cost-effectiveness and socio-economic efficiency must be sought, proposals must be able to be implemented in existing financial frameworks.
It is not part of the assignment to submit legislative proposals, and SWE CA should seek the views of relevant stakeholders which SWE GVT lists in the assignment.
SWE CA must report outcome of the assignment to SWE GVT by Apr. 30, 2025.
On Nov. 28, SWE GVT assigned SWE CA with customer services task.
SWE GVT Ministry of Finance assigned the SWE CA to clarify and simplify interactions with company customer services, addressing widespread issues in these dealings.
Follows SWE CA Oct. 2023 issued findings on firm contact details, see #187470.
Assignment Details
A survey by SWE CA showed many consumers are dissatisfied with customer services.
Consumers testify to long response times, promised actions not implemented or there are no opportunities to save documentation of communication with customer service.
SWE GVT believes that it should be as easy to terminate as to enter into an agreement, and there are good reasons to believe that this is not the case today.
SWE CA will be tasked with, for example, making it easier for companies to apply the regulations correctly and offer a service that meets consumers' expectations.
It can also be about more supervisory efforts or proposing changes to existing regs.
Effectiveness
The assignment must be reported no later than Apr. 30, 2025.
Dec. 3, 2024 Assignment to SWE CA
On Dec. 3, 2024, SWE GVT published its assignment to SWE CA on shortcoming in companies' customer services, to be carried out by analyzing consumer experiences.
In order to report on extent to which the problems in dealing with customer service departments are due to firms' lack of compliance with their regulatory framework.
SWE CA shall also, if necessary, submit proposals for appropriate measures to counteract the problems, e.g. in the form of amendments to existing regulations.
When developing proposals, cost-effectiveness and socio-economic efficiency must be sought, proposals must be able to be implemented in existing financial frameworks.
It is not part of the assignment to submit legislative proposals, and SWE CA should seek the views of relevant stakeholders which SWE GVT lists in the assignment.
SWE CA must report outcome of the assignment to SWE GVT by Apr. 30, 2025.
