Clipping of news on Brazilian Culture, Law and Citizenship
12/07/2012
This article was translated by an automatic translation system, and was therefore not reviewed by people.
38 companies convened this year by the Foundation Procon-SP to participate in the "Target Plan", which provides for reduction of complaints made by consumers and increased rate of resolution of disputed cases, 32 showed partial or tentative proposals. Six of them even volunteered to participate in the project.
Six companies, Finance BV (financial institutions), Terra (telecommunications), LG and Nokia (phones and electronic), HP (manufacturer of computer products) and Tenda (construction), despite showing significant numbers of complaints would not join the Plan.
According to the CEO of Procon-SP, Paulo Arthur Goes, suppliers have to identify the factors that led to complaints and take initiatives to problems at the root. "These companies are responsible for much of consumer complaints, however, is their first responsibility to correct deficiencies and provide solutions to your customer."
Listed are suppliers of financial, telecommunications, health care, air transport, construction, utilities, and commerce in general, courses, and manufacturers of mobile phones, computers, consumer electronics and white goods. Under the proposals, the expectation is 7% reduction in the service of Procon-SP compared to 2011, when the agency recorded 60,044 complaints about products and services offered by these companies.
The highlight was positive for the targets provided by companies in their industries are among those that generate more demand on the Procon-SP. An example is the B2W, placed second in the ranking of the most claimed last year that aims to reduce by 25% the number of complaints and resolve 80% of consumers who come to the agency. The Microcamp, the segment of free courses also bet on correcting problems and states that want to reduce in 22% cases and resolve at least 70% of problems reported in Procon-SP.
On the other hand, financial institutions and telecommunications industry, leading the ranking of companies claimed last year, does not seem so optimistic about the possibility of resolving the complaints received by Procon-SP. These companies were targets of reducing the attendance below 5%. Some examples are Group Live - which promises to reduce the demand of the body by 0.9%, with a solution for consumers who spend 87% (2011) to 87.5% - and TIM Celular, which has the goal of reducing complaints of 1% solution and 74% of the cases (2011) to 75%.
To Paulo Arthur Goes, the reaction to the call of Procon-SP to reduce the complaints can be a barometer for how the consumer is treated by these companies. "If the company does not offer or does is ridiculously signaling that does not give much attention to your customer. It is worth remarking that the commitment is not to be taken with Procon-SP, but with the consumer," he concludes.
Here's the plan targets in full.
Source: PROCON SP
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This article was translated by an automatic translation system, and was therefore not reviewed by people.