Clipping of news on Brazilian Culture, Law and Citizenship
23/07/2013
This article was translated by an automatic translation system, and was therefore not reviewed by people.
It is through the Services Customer Service (SAC) establishes that the consumer contact companies who provided services or products and can open complaints or request information and even cancel what was contracted. Therefore, it is a tool of paramount importance. To enhance this form of care, there Decree 6523/08 and Decree 2.014/2008, which regulate SACs companies regulated by the Federal Government: telephone, cable TV, financial institutions, health plans, electricity and transport (air and road - intercity and interstate).
The Procon-SP fined more than 120 companies for noncompliance with the decree since its entry into force (December 2008). So that consumers are not injured, it is essential to know the decree to exercise their rights and, if necessary, to open a claim.
Importantly, the rules are specific for SACs, whose function is to assist consumers who request information, have a complaint or wish to cancel the contract or service. Therefore, does not apply in cases of contracting services and products via telephone, an appointment (in the case of health plans), as well as specific information regarding consumer contracts.
As determined by the Decree, the company is required to perform this service free of charge. The SAC should be available 24 hours a day, seven days a week.
The option to speak to a representative must be present at the start of the call and remain in all other subdivisions menu. When this option is selected, the maximum waiting time for direct contact with the attendant is 60 seconds, except in cases defined in Article 1, paragraphs 1 and 2 of Ordinance 2.014/2008:
"In financial services, the maximum time for direct contact with the attendant will be up to 45 (forty five) seconds. On Mondays, the days preceding and following the holidays and on the 5th day of each month that the maximum term shall be ninety (90) seconds.
§ 2 In the electricity services, the maximum time for direct contact with the attendant only exceed the established in the heading, in cases of emergencies covered systemic, considered as those who, by their nature, involve disruption of supply energy ".
Once the service is started, the company must create a protocol number and pass it to the consumer. Made this record, can not be asked the user to repeat their demand, so must use his protocol number for future reference.
The link can not pass through transfer sectors where consumers are calling to make a complaint or request cancellation of service, so all attendants must be empowered to deal with this kind of situation.
Until the call is completed, the supplier can not end the call or give advertising messages without authorization of the consumer. The links are always recorded and users can request them as you see fit, and the recording be delivered by electronic means, mail or in person within ten days. The delivery method of recording is at the discretion of consumer choice
The time limit for complaints to be resolved is five days and the consumer can request that it be sent a receipt of this return, either by e-mail or mail. Requests for cancellations must be processed immediately, even if the consumer is in outstanding payments. If the complaint is regarding improper billing, it should be discontinued immediately, unless it is proven that the debt exists.
If the rules are not met, the consumer can file a complaint with the Procon your city and the service regulator (ANATEL, ANEEL, ANS, Central Bank, etc..).
Source: Procon SP
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This article was translated by an automatic translation system, and was therefore not reviewed by people.