Clipping of news on Brazilian Culture, Law and Citizenship
02/15/2013
This article was translated by an automatic translation system, and was therefore not reviewed by people.
Satisfaction survey and minimum obligations are completed calls.
Measure reaches dealers and carriers with more than 50 thousand customers.
The wireline operators will have to meet new criteria of quality for calls and services from June this year, according to a resolution published by the National Telecommunications Agency (Anatel) in the edition of Thursday (14) of the Official Gazette .
Under the new rules, telephone companies must make customer satisfaction surveys, send regular reports to the FCC and meet minimum percentages of calls completed.
The regulation sets new quality standards for the provision of fixed telephony services in the country was approved in December last year and on Thursday a resolution to the rules was published.
The resolution provides that the new rules take effect in 120 days and apply to the fixed service for local and long distance.
The wireline service was the third most complained at Procon-SP in 2012, according to the foundation stock.
Already the mobile phone was the second biggest target of complaints. Sales of chip TIM, Claro and Hi came to be suspended during the year due to the high number of complaints received by the FCC.
How was it and how are the quality goals of the business
CURRENTLY FROM JUNE
Call attempts that have to be supplemented 70% local and long distance * 93% of local calls and
92% of intercity
Maximum error 2 invoices with 2.5 per thousand per thousand
Maximum repair requests 1.5 to 2.5 per 100 subscribers per 100 subscribers.
Maximum number of complaints had not mentioned the 4% limit. And should fall to 2% by 2015
* (from 9am to 11am and between 20h and 22h)
New rules
By regulation, 93% of local calls and 92% of intercity made by customers must be completed. The document also establishes the limit of 2.5 errors in bills issued for every thousand users. The requests for repair, be tolerated two for every 100 subscribers.
The new regulation also imposes limits on the number of complaints, which, starting in June, should not exceed 4% of customers to the dealerships that offer local service, adding all service channels of the company. This index will fall in the coming years to reach 2% in January 2015. In previous regulations, there was no mention of minimum of complaints.
The rule applies to fixed telephony operators (Hi, Telefonica, CTBC and Sercomtel in local mode, and Embratel, the long distance), and companies with more than 50 thousand customers and providing the service under authorization - as GVT and NET.
Failure to meet the new targets may lead to Anatel to open administrative proceedings against the company and apply fine against her.
Consumers who want to make complaints about the service companies can contact the FCC by the number 1331, from 8h to 20h, Monday to Friday.
Through the Internet, the contact can be made through the customer service and the agency, in capitals, is go in person to Room Citizen (see addresses here).
Old rules
The new regulation replaces two other texts of 2003 and 2005, which established quality targets to be met by companies that provide telephone service in the country and the methodology for collecting these data. The change makes industry rules stricter.
Currently, the goal of telephone companies is to ensure a complete service that 70% of call attempts, both for local calls as long distance, we considered the busiest periods (from 9am to 11am and between 20h and 22h). Starting in June, it becomes 93% for local calls and 92% on long distance.
In at least two indicators, the FCC expanded the goal to be fulfilled by companies. Regarding the number of invoices with billing error, the limit goes up from the current 2 per thousand to 2.5 per thousand documents issued. Since the goal of applying for repairs will go from 1.5 to 2.5 requests for each group of 100 subscribers.
The FCC denies that measures have left more lenient about collecting operators. According to the agency, changes were made in the form of measurement of these indicators that make them more rigid, despite the increased scope for breach of obligation.
Source: G1
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This article was translated by an automatic translation system, and was therefore not reviewed by people.