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.
Time to report a problem or consumer to take any questions, search the SAC, the Ombudsman serves companies for specific problems and preventive actions in relation to consumers
The ANS (National Health Insurance) standard published in April 4, 2013 which requires health insurance providers to implement ombudsman to serve consumers. The ombudsmen are already required in financial institutions regulated by the Central Bank, and the insurers, rules SUSEP (Superintendence of Private Insurance), among other sectors.
But people know the difference between the SAC (Service Consumer) and the Ombudsman? Although the two services exist to "serve consumers" have differences, and should be used at different times. While the SAC performs operational actions and corrective routine, the ombudsman has a strategic role in exceptional situations and also deals with preventive and corrective actions.
According to the NSA, to ensure that the ombudsman does not become just another instance of health care operators will be required annual reports, statistical and analytical, with problems reported by consumers and the solutions proposed by the companies.
In the case of banks, according to Febraban (Brazilian Federation of Banks), although in 2013 the contact numbers to meet the ombudsman, the SACs and transactional services (which advises on banking transactions) will be together in any promotional material, the sites, checkbooks and bank cards.
What is SAC?
The SAC (Service Consumer) is where the consumer makes contact with the supplier or manufacturer of the product or service purchased. Through this channel it can make complaints, inquire and unregister who was hired as a telephone service, for example. The service also serves to solve customer problems, working according to standards of care and predefined solutions for enterprises.
Complaints addressed to the SAC should be resolved in a maximum of five working days from the date of its registration. That's why the company must provide, at the beginning of the service, protocol number, including date, time and subject. In case of cancellation of application or service, the request should be registered immediately. To register the request, the consumer may choose whether to receive the proof of an application by mail or electronic means.
Consumers should contact SAC a company after trying the resolution with the vendor's product or service, for example, a store where the consumer bought a TV with problems. Recalling that stores large networks may also service the SAC.
Not all activities are required to have a SAC, but in some it is mandatory and has its rules defined by federal decree. They are: electricity, mobile or fixed, pay-TV, health plans, civil aviation, interstate bus companies, insurance companies, banks, financial institutions, credit card operators and consortia.
If the problem can not be solved either with the vendor or the manufacturer, the consumer should seek the service of customer service in accordance with the problem (eg, if it is about delivery, the vendor, if for any questions regarding the product, the manufacturer) by phone or email. It is always important to note the number of the protocol to take control of the service and use it if you need to look for another service channel, as the Ombudsman.
Decree of the SAC
The Decree of the SAC (No. 6528), enacted in 2008, established a set of rules for this service, such as availability, waiting time in line, gratuity in connection and no advertising.
The Ombudsman
The ombudsman is a step above the SAC. She makes a call focused on the collective, but without neglecting the interests of individual consumers. According to the Guide Ombudsmen these are "the voice of the consumer within the company" because they have autonomy, if necessary, contact areas of the company.
This service can be considered a last resort (before going to court) for the solution of conflicts between company / supplier and the customer. Furthermore, the Ombudsman should only be triggered if the dispute is not resolved by SAC. To open a case with the ombudsman, the consumer should have the number of the protocol provided by the SAC at hand.
Decree of Electronic Commerce
In May 2013 Decree. º 7962/2013 which deals with recruitment in ecommerce, assured the Brazilian consumers the right to have a service facilitated when the product or service is purchased online.
According to the lawyer Idec, Christian Printes, "Decree n. º 7962/2013, requires that the sites that are selling products electronically maintain a SAC and other tools that enable the consumer contact, on-site, to resolution of any claims relating to information, questions, complaints, suspension or cancellation of contracts, so that such claims are received and immediately confirmed to the consumer, even pledging to answer them within five days. "
Source: Idec
Source: Procon SP
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For this reason, we can not change the contents of the same even in cases of typos.SAC or Ombudsman? Learn the difference and which one to go with your complaint
This article was translated by an automatic translation system, and was therefore not reviewed by people.