Clipping of news on Brazilian Culture, Law and Citizenship
03/28/2013
This article was translated by an automatic translation system, and was therefore not reviewed by people.
In seminar sponsored by the GLOBE Foundation Getulio Vargas and participants decided to establish Best Practices Forum
Pictured in the foreground Márcio Couto, the IBRE, followed by Nadja Sampaio, the GLOBE, Leonard Euler, Anatel and Ricardo Morishita, FGV PHOTO: Guito Moreto / O Globo
RIO - Operators, judiciary, civil organizations, regulatory and academia will gather in a "Forum of good practice in telephony" which seeks to end debate, formulate a proposal for the civil society sector to be forwarded as a contribution to the National Plan Consumption and Citizenship (Plandec) the federal government. Such was the practical result of the workshop "The phone that we want," sponsored jointly by GLOBE and Fundação Getulio Vargas (FGV).
- This meeting took about 20 proposals to improve three major areas of the industry: supply, service and quality. And based on this first discussion we take a bold step and is hopeful that the establishment of a forum that will discuss best practices and lead to Brasília an important contribution to society's state policy of the federal government - anticipated Ricardo Morishita, coordinator of the Law Consumer FGV-Rio.
Five questions to be answered
The first group meeting is not yet scheduled, but three of the four major phone carriers in Brazil - Oi, Vivo and TIM - have already signed a commitment to participate in the discussion of a new model for the industry. The diversity of the discussion is still guaranteed by the presence of the National Telecommunications Agency (Anatel), the Special Court and Civil Court of Rio de Janeiro, the Center for Consumer Protection of the Public Defender Rio and Support Center Application Development of Consumer Protection prosecutors. Besides the participation of the Brazilian Institute for Consumer Defense (IDEC) and Protest - Consumers Association. Invited, the course did not send representatives.
During the event, Leonard Euler, adviser to the president of Anatel, announced the creation of a Superintendent of Consumer Relations. The new body aims to increase interaction with the National Consumer Protection, which comprises besides the Procons, Prosecutors and Public Defenders.
- Today, we have an advisory that gives feedback to consumers. But now, with the oversight, we translate those complaints regulations - said the representative of Anatel.
Euler reinforced the new regulations being in Anatel argue, as the Regulation of Care, Billing and Offer to Consumers of Telecommunications Services and revision of Resolution 477 of 2007, which will establish a basic package mandatory for mobile operators, the example of what was done by the banks. The FCC has announced plans to invest in the signing of Terms of Adjustment of Conduct (TAC) with the companies as a solution and fast repair of cases of violation of the law.
The complexity of the sector is an extra challenge for users and consumer organizations, said Celso Soares, coordinator of Market Studies and Monitoring of the National Consumer (Senacon).
- Telecommunications companies are not competing to provide a quality service, but to sell illusions: advantages and prospects of profit that the consumer will not have - says Soares.
Fines not inhibit bad practices
Among the operators need to improve communication with the client already results in some changes. This is the case of the new invoice Hi, announced by Paulo Henrique Campos, director of Care provider, from April. The goal is to simplify the information to reduce cases of misappropriation, Fields says:
- We will also create a specialized service based on examples that we brought from abroad, and that work.
Thinking about a future model for the executive coordinator of the Brazilian Institute for Consumer Defense (IDEC), Fulvio Gianella Jr., proposed the creation of a framework of good practice to aim the best initiatives between companies in solving problems, for example:
- Lawsuits and fines not inhibit bad practices. The damage to the image is even more worrying for the company than the pecuniary.
Among the good practices, Morishita highlighted the Top 30 list of the most claimed in Special Civil Court of Rio de Janeiro, and the newly launched site Consumer Winner, prosecutors, which allows the consumer to meet the collective actions, and their sentences yet to report in case of noncompliance:
- This is a new model that should be copied.
The suggestions
Offer: The seminar discussed proposals to move forward in meeting the needs of phone users. Under the provision, between suggestions include: simplicity in supply; comparing packages with clear information on the sale; Featured in restrictive clauses, definition of basic packages; clarity in selling combos; easy access to the contract; principle collaboration between the company and the consumer; simplified contract; adoption of international practices regarding consumer already adopted by companies outside the country.
Care: To improve care proposal was the completion of training of professional call centers so that they can truly collaborate to solve problems beyond the immediate reimbursement of unauthorized charges, double, directly into the consumer's checking account and creating alternative channels for service.
Quality of service: The suggestion is that companies really deliver the promised speed in broadband contracts, with greater simplification and dissemination of public consultation in order to facilitate the participation of society in the regulatory process;
visibility of the shares of the companies that surpass the quality of flooring required by applicable laws, policies creating incentives for companies that manage solutions to reduce consumer complaints, swings unified information to pressure the market to improve their practices.
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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.