Clipping of news on Brazilian Culture, Law and Citizenship
08/13/2013
This article was translated by an automatic translation system, and was therefore not reviewed by people.
RIO - Customer Online inefficient breach of the five working days to respond to the consumer, lack of information on how to cancel a purchase or store data. These are the main offenses committed by most of the 30 sales sites in six segments - shop, tourism, entertainment, shopping and collective transport air and land - valued at Ibero-Brazilian Institute of Customer Relations (IBRC). According to the study, only two stores - Casasbahia.com and Pluma - meet between 90% and 100% of the standards established by Decree 7962 that since May 14, governing the Consumer Defense Code (CDC) in relation to trade Electronic. Another ten fulfill 80% and 89%. Eighteen meet 43% to 79% and are considered "non-conforming".
The IBRC evaluated 15 items decree common to all six sectors and four other specific collective shopping sites in the two days following the entry into force of the new law called e-commerce. Of the 15 requirements common to any site, only four are met by more than 90% of companies. Alexandre Diogo, president of the institute, estimates that the sites fail in the most important items, regulated to secure the purchase, prevent fraud, and improve service after sale, you have to be online:
- The law has not caught. Many companies do not have interpreted that should fulfill it, as is the case of airlines (the industry fulfilled 59% of the attributes). Regardless of the industry, a sales website has to comply with the regulations.
CNPJ and address are not informed
Almost half (47%) of the sites surveyed did not address physical and electronic information and only 43% have a name and CNPJ within easy viewing. The performance of electronic service is even worse: 27% respond adequately made contact via website and 47% do not confirm immediate communication through the Contact Us, as required by the decree.
The President of the Brazilian Chamber of Electronic Commerce (Camara-e.net) Ludovino Lopes, recognizes that there are companies that did not adapt. But ensures that there is an effort by the industry to implement them. He just did not find an explanation for the fact that most companies do not inform CNPJ and address, which classifies as "very simple".
For Renan Ferraciolli, chief adviser of Procon-SP, the result is inadmissible:
- Decree no innovation, only regulates standards that exist. In this case, the rules are part of the CDC since its creation in 1990. Had plenty of time.
The director of the Department of Consumer Protection and Defense (DPDC), the Ministry of Justice, Amaury Oliva, disagrees. For him, it takes more time:
- I can not tell if a decree took two, ten or 15 days after it went into effect. Especially because it specifies the CDC issues that were not properly linked to commerce.
According Amaury, DPDC prepares a technical note to clarify doubts about the decree. At the end of the month, the Board will meet with consumer protection agencies, consumer protection agencies, ministries and public defenders to discuss a system of monitoring and enforcement of the decree.
The IBRC forward the survey to Procons state of Rio and São Paulo, to take action. Ferraciolli, Procon-SP, said the agency already monitors the online trade. And Secretary of State Promotion and Defense of Consumer Rights, Cidinha Campos said that the receipt of the evaluation, autuará the 18 companies in disagreement. Earlier this month, the Procon Rio notified 12 sites registered on the organ on the need to adapt to the decree. Having access to research IBRC, Secretary of Consumer Affairs of the City of Rio, Solange Amaral said other companies to send the same statement.
What the companies say
Join The Fast says will soon be in full compliance. The Auto Traffic says 1001 is evaluating the three items in non-compliance to the appropriate adjustments. Saraiva.com says respect "any and all rights of their customers." Pontofrio.com reports that provide unique areas of trade policy, cancellation and reversal on the homepage of the site. Magazine Luiza says he made the necessary adjustments. And Comprafacil.com, who took steps to fit.
CVC contest the result of research and claims to have completed 90% of the items. The Decolar.com be considered in accordance with the decree, except for the CNPJ and address information, which is already providing. Peixe Urbano says that some adjustments are being made.
Gol claims that "the law does not fully apply to air transport because of its peculiarities." The Blue disputed the result and states that items deemed not met already are. TAM informs that makes continuous improvements and "necessary adjustments".
Hotel Urbano, Ricardo Eletro Walmart.com and say always met the standard. Ingresso.com, Travel and Real Submarine Express did not comment.
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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.