New law gives consumers right to speak to human instead of chatbot

James Cox

New rules are coming into effect giving someone the legal right to request a human spokesperson, rather than a chatbot, when shopping over the phone.

Stronger practices around financial transparency will also be signed into law today.

The rule change means you’ll have the right to request human intervention if you’re having trouble dealing with an automated online system, or AI bot, when buying a product or service over the phone.

A new legal obligation is also coming in, ensuring companies provide clear and accessible details on how to cancel a contract.

Tánaiste and Finance Minister Simon Harris will sign off on the legislation today.

He said the change means consumers will be better protected.

Harris said: "I’m very pleased today to sign into law new rules that will strengthen protections for Irish consumers. More and more people are choosing to buy financial products and services online, and consumers should have the same confidence and protections in the digital marketplace as they do in person. These new rules put consumers first and make sure their rights keep pace with how people now access financial services."

He added: “Whether it’s the right to speak to a real person instead of relying solely on an automated system, clearer information before making a decision, or an easier way to cancel an eligible contract, these are practical changes that will make a real difference for consumers.

“Digitalisation has significantly changed the financial services market in Ireland. While the existing financial consumer protection framework is robust, the rules I have signed into law today will ensure that the framework continues to keep pace with the increasingly digitalised financial services landscape and maintains the high level of protections for consumers.”