Article 21 — Communication by telephone

Consumer Rights Directive, Directive 2011/83/EU

What does CRD Article 21 say?

Short answer, straight from the official text

Member States shall ensure that where the trader operates a telephone line for the purpose of contacting him by telephone in relation to the contract concluded, the consumer, when contacting the trader is not bound to pay more than the basic rate.

Source: Consumer Rights Directive, Directive 2011/83/EU, read 2026-10-13.

In the actEU 2011/83
ChapterIV · Other consumer rights
CELEX32011L0083
Read on2026-10-13

Official text

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Member States shall ensure that where the trader operates a telephone line for the purpose of contacting him by telephone in relation to the contract concluded, the consumer, when contacting the trader is not bound to pay more than the basic rate.

The first subparagraph shall be without prejudice to the right of telecommunication services providers to charge for such calls.

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