Consumer Protection Compliance

At NextSupport, a UK-based provider of AI-driven calling solutions, we prioritize consumer protection to ensure our services are fair, transparent, and compliant with UK laws. This Consumer Protection Compliance page outlines our adherence to key regulations, including the Consumer Rights Act 2015, UK General Data Protection Regulation (UK GDPR), Privacy and Electronic Communications Regulations (PECR) 2003, and Ofcom regulations. Our commitment to consumer protection safeguards both our clients and the individuals they contact, fostering trust and ethical business practices. For inquiries, contact our Compliance Team at compliance@nextsupport.co.uk.

Our policies and procedures are designed to meet the highest standards of consumer rights, ensuring that all interactions via our AI calling services are lawful and respectful.

Consumer Protection Framework

NextSupport operates within a robust legal framework to protect consumers, aligning with UK and, where applicable, international regulations. Below, we detail the key laws and how we implement them to ensure compliance and consumer trust.

Consumer Rights Act 2015

The Consumer Rights Act 2015 sets standards for services provided to consumers, requiring that services are performed with reasonable care and skill, at a reasonable price, and within a reasonable time. To comply, we:

• Deliver AI calling services that meet client specifications with high-quality performance, as outlined in our Terms of Service.
• Provide clear, transparent contract terms and pricing before service commencement, ensuring no hidden fees.
• Offer remedies, such as re-performance or refunds, if services fail to meet legal standards, subject to review and evidence of non-compliance.
• Ensure all client communications, including call scripts, are fair and not misleading, protecting consumers from unfair practices.

UK GDPR and Data Protection Act 2018

The UK GDPR, alongside the Data Protection Act 2018, governs the processing of personal data, ensuring consumer privacy and rights. As a data processor for client-provided data, we:

• Process personal data lawfully, fairly, and transparently, only for purposes agreed with clients (e.g., customer support or consented marketing).
• Implement robust security measures, such as encryption and access controls, to protect consumer data from unauthorized access or breaches.
• Respect consumer rights, including the right to access, rectify, or erase personal data, with processes to handle requests within 30 days, as required by law.
• Notify clients and, if necessary, the Information Commissioner’s Office (ICO) within 72 hours of a data breach, as outlined in our Data Breach Notification Policy.
• Require clients to provide lawfully obtained data with valid consent or a lawful basis, ensuring compliance with UK GDPR.

Privacy and Electronic Communications Regulations (PECR) 2003

The PECR 2003 regulates electronic communications, including marketing calls, to protect consumers from unsolicited contact. To comply, we:

• Only make marketing calls to consumers who have provided explicit consent or meet the “soft opt-in” criteria (e.g., existing customers who have not opted out).
• Screen all contact lists against the Telephone Preference Service (TPS) and Corporate Telephone Preference Service (CTPS) to avoid calling registered numbers.
• Provide clear opt-out mechanisms during calls (e.g., “Press 1 to opt out” or verbal instructions), ensuring consumers can easily stop further contact.
• Maintain detailed records of consent and opt-outs to demonstrate compliance with PECR, as detailed in our PECR Compliance page.

Ofcom Regulations

Ofcom regulates telecommunications in the UK, including automated calling systems, to prevent nuisance calls and ensure transparency. We adhere to:

• General Conditions of Entitlement, ensuring calls are not misleading, harmful, or intrusive.
• Rules on automated dialing systems, requiring clear caller identification and options for human intervention where requested.
• Persistent Misuse Policies, preventing repeated or harassing calls, with strict monitoring to ensure compliance.
• Disclosure of AI usage at the start of each call (e.g., “This call is handled by an AI agent on behalf of [Client Name]”), as outlined in our Ofcom Automated Calling Regulations page.

Equality Act 2010

The Equality Act 2010 prohibits discrimination based on protected characteristics such as age, disability, or race. We ensure:

• Our AI calling services are accessible and non-discriminatory, with inclusive call scripts and options for consumers with disabilities, as detailed in our Accessibility Statement.
• Training for our AI systems to avoid biased or discriminatory language, ensuring fair treatment of all consumers.
• Processes to address consumer complaints about discrimination promptly and fairly.

Telecommunications (Lawful Business Practice) Regulations

The Telecommunications (Lawful Business Practice) Regulations permit certain call monitoring and recording for lawful business purposes. We comply by:

• Recording calls only where necessary (e.g., for quality assurance or legal compliance) and with consumer notification.
• Ensuring recordings are securely stored and accessible only to authorized personnel, in line with UK GDPR.
• Deleting recordings within the retention period specified in our Privacy Policy, unless required by law.

Other Applicable Laws and Principles

We also align with:

• UK Government AI Principles: Ensuring our AI systems are ethical, transparent, and accountable.
• EU AI Act: Where applicable, adhering to emerging AI regulations for cross-border operations.
• Modern Slavery Act 2015: Maintaining ethical business practices and supply chains free from exploitation.

Consumer Rights and Protections

Consumers contacted through our AI calling services are entitled to specific rights, which we uphold through our policies and procedures:

Right to Transparent Information

Consumers are informed at the start of each call that an AI agent is involved and on whose behalf the call is made, ensuring transparency as required by Ofcom regulations. They are also provided with the client’s contact details upon request.

Right to Opt Out

Consumers can opt out of marketing calls at any time via clear mechanisms (e.g., pressing a key or verbal instruction), as mandated by PECR 2003. We maintain opt-out records to prevent further contact.

Right to Data Protection

Consumers have rights under UK GDPR, including access to their personal data, rectification, erasure, or restriction of processing. Requests can be made to the client or directly to NextSupport, as outlined in our Privacy Policy.

Right to Non-Discrimination

We ensure all consumers are treated fairly, without discrimination, in accordance with the Equality Act 2010. Our AI systems are designed to use neutral, inclusive language.

Right to Complain

Consumers who believe their rights have been violated can contact our Compliance Team at compliance@nextsupport.co.uk. We investigate complaints promptly and provide remedies where applicable, in line with the Consumer Rights Act 2015.

Client Responsibilities

Clients using our AI calling services must also uphold consumer protection standards to ensure compliance with UK laws. As detailed in our Terms of Service, clients are responsible for:

• Providing accurate and lawfully obtained data, such as contact lists, with valid consent or a lawful basis under UK GDPR.
• Ensuring marketing calls comply with PECR 2003, including screening against TPS/CTPS and obtaining consumer consent.
• Using our services for lawful purposes only, avoiding harassment, fraud, or unsolicited contact, as prohibited by Ofcom regulations.
• Maintaining secure account credentials and reporting breaches immediately to compliance@nextsupport.co.uk.

Failure to meet these responsibilities may result in service suspension or termination and potential liability for legal violations.

Monitoring and Enforcement

To ensure ongoing compliance with consumer protection laws, we:

• Regularly audit our AI calling systems for compliance with UK GDPR, PECR 2003, and Ofcom regulations.
• Monitor call interactions to detect and prevent misuse, such as nuisance calls or non-consented marketing, in line with Telecommunications (Lawful Business Practice) Regulations.
• Train our staff and update our AI systems to reflect changes in consumer protection laws, including emerging regulations like the EU AI Act.
• Cooperate with regulatory bodies, such as the ICO or Ofcom, to address complaints or investigations promptly.

Changes to Consumer Protection Compliance

We may update this page to reflect changes in laws, regulations, or our business practices. Updates will be posted at www.nextsupport.co.uk/consumer-protection-compliance and take effect immediately. Clients and consumers will be notified of significant changes via email or website notifications. Continued use of our services constitutes acceptance of the updated terms. We recommend reviewing this page regularly for the latest information.

Contact Us

For questions, complaints, or to exercise your consumer rights, contact:

• Compliance Team: compliance@nextsupport.co.uk
• General Inquiries: Visit our Contact Us page.
• Registered Address: NextSupport Ltd, [Insert Registered Address], United Kingdom.

Conclusion

NextSupport is dedicated to upholding consumer protection standards, ensuring our AI calling services are lawful, transparent, and respectful of consumer rights. By complying with the Consumer Rights Act 2015, UK GDPR, PECR 2003, Ofcom regulations, and other laws, we foster trust and deliver value to our clients and their customers. For more details, explore our Terms of Service, Privacy Policy, and Disclaimers and Limitation of Liability pages.