Clipping of news on Brazilian Culture, Law and Citizenship
12/08/2013
This article was translated by an automatic translation system, and was therefore not reviewed by people.
User complaints soar 55% in Procons, as operators reach almost every goal Anatel
Hassle. After three months of trying to resolve problems with your service, Vivian Nunes sought Procon Photo: Simone Marino
RIO - It's hard to find cell phone customers who have never complained or at least thought to complain about the services offered by operators, but, according to the National Telecommunications Agency (Anatel), "there is a process improvement" in progress. At the end of last month, the agency issued a quarterly evaluation of the National Action Plan to Improve Provision of Personal Mobile Service for the period between February and April. Of the four technical indicators, only the rate of access to the data network was slightly below target. However, at least the volume of complaints, that is not the perception of consumers. In the first half of this year, there were 277,800 claims in telecommunications National System of Consumer Protection (Sindec), which gathers data from 26 consumer protection agencies in the country, 55% more than the same period in 2012.
The FCC also recorded similar movement. In April 2012, each of the four major carriers received between 500 and 1500 complaints about network problems. In April this year, the volume of complaints varied between 1500 and 3500. From January to June, were made 3.7 million calls to the call center agency, and 40% were complaints. For the CEO of Superfones (company specialized in mobile phones), Jorge Monteiro, what happened was a change in consumer attitude, caused by actions taken against telcos in July last year.
- The FCC was tough with operators. Arrived to prohibit the opening of new lines. Somehow, it drew upon himself the responsibility for solving customer problems - evaluates Monteiro.
Goals do not exhaust possible measurements
On the other hand, experts dispute the goals adopted. According to Maria Ines Dolci, coordinator of Institutional Protest, the technical indexes - exchange voice network access, network access data, drop the voice network and data network down - do not exhaust all possible measurements . The biggest target of complaints, for example, is the collections industry. According to Anatel, 48% of customer complaints postpaid refer to the accounts.
It was the case of advertising Vivian Nunes. At the end of last year, she hired a phone plan with mobile broadband. At the time of purchase, was informed by the clerk that the carrier was unlimited internet access with speed reduction after consumption of the franchise, but without charging surplus. At the end of the first month, the scare:
- Instead of charging R $ 100 R $ 300 charged. I called to complain and was told that I had exceeded the deductible plan. Were three months in this discussion. Had a 15 protocols.
Tired and unsatisfied with the service provider, the publicist had to lose a day going to Procon, with all documentation and protocols, to resolve the situation, says Vivian:
- It was a hassle. But then I went to Procon, returned triple the amount they had charged me wrongly and had no more problems.
To Silvia Regina Melchior, professor of law school and Digital Telecommunications University Mackenzie, the high number of complaints against telcos is expected, given the mass service. Nationwide, there are over 265 million active mobile lines. However, the expert sees room for improvement in order to reduce consumer dissatisfaction, especially in relation to the collection. The complexity of the packages offered, she says, is central to discussions.
- Operators need to improve sales processes, with plans clearer for consumers. Many complaints are made through ignorance of the customer about the services contracted. There is ample room for improvement, especially in the call center. Sometimes, the attendants are unaware of the nuances and demands of the service will stop at Procon. The state is doing a service that was to be done by the operators.
According to Anatel, the call center agency consumes about £ 17 million a year to resolve issues that could be handled by operators. Is under study, moreover, the possibility of passing on these costs to businesses. Another alternative that has been studied by the regulatory agency is the standardization of packages, as has happened in the banking sector.
The executive director of the National Union of Telephone Companies and Mobile Service (SindiTelebrasil), Eduardo Levy, disagrees with the idea of unifying the plans. A variety of packages, says, benefits consumers. About the increase in the volume of complaints, he explains that there is a lack of knowledge of the population about what is cell service, and the obligations and limitations of operators. By the rules, companies must provide 80% coverage of urban areas of municipalities served. Besides this, there are considered restrictive laws that prohibit the installation of infrastructure at certain points:
- The population is satisfied? Of course not. The consumer wants to pick up the phone and call, but do not know that there is a truck laws that prevent us from providing the service in some places.
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Source: Globe
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This article was translated by an automatic translation system, and was therefore not reviewed by people.