Clipping of news on Brazilian Culture, Law and Citizenship
02/18/2013
This article was translated by an automatic translation system, and was therefore not reviewed by people.
Orders that do not arrive, packaging raped and inefficient tracking are the main complaints
Bad service: Carlos Eduardo frequently receives correspondence that should have been delivered to other addresses Giolito Paula / The Globe
RIO - The Postal Service has caused irritation and distrust consumer. These are orders that never arrive at their destination, packaging raped, correspondence delivered to the wrong address, and the difficulty of using tracking available on the company website. A survey conducted at the request of GLOBE, by the company in its call center shows that last year the complaints related to delays increased by 10.41% in comparison with 2011.
Figures from the National Information System of Consumer Protection (Sindec), the Ministry of Justice, which brings together the records of all Procons the country, indicate that last year there were 1611 complaints against the Post Office, 3.2% more than in 2011. The delay in the delivery of mail and parcels is the main complaint.
"I posted that one Sedex astray and never reached its destination. After months of inquiries, many calls and e-mails sent, never got an answer, unless you should wait. The response was slow, but arrived! On return to my complaint, they said I should receive compensation for order in the Bank of Brazil, after ten days of receipt of the email. The period ended. And guess what? No money in the bank. It takes months of agony and neglect, "wrote the reader to this section Valeria Cristina Costa, Angra dos Reis.
The reader also Talita Franco told Globo his frustration with the service: "In October last year, I posted in the mail a certified letter to Paris that was not delivered. I complained and asked for 60 days to verify. Until today, nothing. On December 28, 2012, posted another letter, which to date neither reached its destination, and ask two more months to see. "
The weight of correspondence
The lawyer Carlos Eduardo Balteiro Son, a resident of Barra da Tijuca, in the West Zone of Rio, faces different problem: often receive letters that should have been delivered to other addresses.
- I live in a condominium, a side street to the beach. Mailmen not come here often only two or three times a week. And here let matches and even other neighboring addresses. The impression is that they just want to get rid of the weight of correspondence and dump anywhere - Balteiro says Son. -In my case, I never tire of taking duplicate accounts and invoices online. Who has access? Pays fine for accounts that are delivered late? I call the post office or send e-mail complaining. In most cases, return money corrected. But what customers really want is good service delivery, on time.
According Selma Amaral, Director of Customer Procon-SP, while posting a match or order, the customer and the Postal Service have signed a consumer relationship like any other.
- In case of loss of connection or another issue involving the Postal Service, it is up to the consumer than the compensation was paid. However, the consumer must prove that there was damage. And it is important to always observe the correct completion of the data of the recipient and the sender if the mail has to be returned to the submitter. This is a duty of the consumer. And the damage has to be assessed, estimated to consensus, preferably - highlights Selma.
Janaina Alvarenga, attorney for the Association for the Protection and Assistance to Consumer Law (Apadic), recalls that are rare according administratively when it comes to the post office. And the lawsuits are long.
- How the process will be initiated against a company Union, consumers have recourse to the Federal Court, where the processing of actions is slower than in state courts. A stock lasts, on average, eight years to complete. Still, it's worth the consumer demand their rights. In these cases it is not necessary an attorney, simply submit the invoice that was posted to prove any loss - says Janaina.
Company says meet targets
The Post reported having exceeded all targets set by the federal government. And argued that the delay in delivery can have several causes, including transit vehicles and insecurity in areas at risk in capitals like Rio and Sao Paulo.
"There are several factors that could delay, hinder or even prevent the delivery address as incomplete or wrong, improper packaging, lack of receiving boxes of correspondence, no person to receive the delivery and limited access to the site. Increases posts in certain periods, mainly due to the promotions ecommerce can also extrapolate the capacity of transmission lines, which will require a longer time in the transfer of objects between the source and destination drives, "says the note in state .
The company denies that there are problems with the tracking system and says that the service will improve with the use of smartphones by postmen. The use of the new device, initially only for Sedex 10, starting in May, will be passed to allow real-time information about the delivery of the order. For other registered services, system deployment is expected to occur later this year. "It will also help to improve planning and operational management and accelerate the return of information to the customer about the delivery of the object," the statement said.
According to the state in the last two years, we invested about R$ 470 million in the expansion units, the acquisition vehicle for the purchase of computers and the hiring of 15,000 workers by public tender. Until April, 6600 will be more accepted.
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Source: The Globe - Online
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This article was translated by an automatic translation system, and was therefore not reviewed by people.