Italy - regulatory changes: call center location

Starting on 1st April, 2017 the following regulations regarding call centre information and registration obligations are in effect for Italy. Please note that the following paragraphs merely represent the interpretations of these regulatory changes by telequest. The company telequest & Internet Solutions GmbH assumes no liability for their up-to-dateness, completeness and correctness.

Information obligations to the customer

  1. call centre agents must immediately inform users of where they are physically located. This regulation applies both to inbound as well as outbound services. Non-compliance may result in a fine of 50,000 EUR per day.

  2. call centre agents located outside the European Union must also immediately offer users the possibility of their call being immediately transferred to another call centre agents physically located in Italy or another country of the EU. The fine for non-compliance is again 50,000 EUR per day.


Notification and registration obligations of economic call centre operators

  1. organisations offering or using call centre services have to comply with a series of different notification obligations towards the Italian regulatory authorities. These obligations concern the notification about the physical location of call centres, notification prior to relocating call centre services to non-EU countries, providing information on implemented measures to ensure compliance regarding information obligations as well as information about the used service numbers. Non-compliance with these regulations may result in fines of up to 150,000 EUR depending which exact obligation has been violated.

  2. organisations conducting or using call centre activities, regardless of their physical location, using Italian numbers must enrol in the registrar of operators managed by the AGCOM (Italian regulatory authority: https://www.agcom.it/registro-degli-operatori-di-comunicazione and http://www.elencopubblico.roc.agcom.it/roc-epo/index.html). Please note that the registration process consist of specific steps which are not covered in this news article. Non-compliance with these regulations may result in a fine of 50.000 EUR.

Should you require further information on this or other topics, please do not hesitate to contact usdirectly: info(at)telequest.at

 

 

Although this information has been compiled with extraordinary diligence, telequest & Internet Solutions GmbH assumes no liability for their up-to-dateness, completeness and correctness.
The customer is in spite of handing out this information obligated to gather all necessary information about the legal and regulatory provisions and the Code of Conduct of the particular country himself.

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