Clipping of news on Brazilian Culture, Law and Citizenship
10/09/2013
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Book of complaints will be deployed in hotels , hostels , tour agencies and theme parks of Rio and the other 11 World Cup host cities , from 2014
Complaint will be recorded in three ways: customer, supplier and consumer protection agency Photo : PHOTO : Marcelo Carnival
RIO - Starting next year Brazilian consumers will have an immediate channel to complain about failures in service or quality of products in the place where the consumer problem . The Tourism Minister , Gaston Vieira told the GLOBE that the implementation of the complaints book in establishments providing tourist services such as hotels , hostels , tour agencies and theme parks , will begin at the Rio and the other 11 host cities Cup world in the first half of 2014 . Then the action will be expanded to other cities.
- It is essential that the public and private entities acting in concert to ensure the preservation of consumer rights - said the minister .
The complaints book already exists in EU countries such as Spain and Portugal . In Brazil , it is provided in the General Law of Tourism , 2008 , but was never implemented . The fact that the country is ready to host the World Cup meant that the idea came out of the paper. After all , according to the Ministry of Tourism ( Mtur ) and Embratur , the 600 thousand foreigners and three million Brazilians who circulated by Brazil during the event will move no less than $ 25 billion .
The ordinance that will regulate the new channel claims will be published by the government later this year.
- The book is a first effort in trying to expedite the resolution of the problem , preventing it past the bodies of the consumer and Justice - complements the director of the Department of Structuring , Joint Planning and Tourism Ministry of Tourism , Italo Mendes .
Mendes said that should be required to offer the channel complaint service providers defined by the Law on Tourism : hotels , hostels and guesthouses , travel agencies , tourist carriers , event organizers , theme parks and tourist camps . Membership will be voluntary for bars , restaurants and cafeterias ; convention centers , fairs and exhibitions , theme and water parks , marinas , places of nautical tourism and fishing ; venues and car rental companies .
- It will be a way to give more power to the consumer . A kind of self-regulation of consumer disputes on the complaint immediately - underscores Juliana Pereira , head of Senacon .
Greater chance to win in court
In Europe , the introduction of the book took place in the 1950s and also began the tourist services . In Portugal , only 40 years later , from the late 1990s , the canal was extended to the public and then to other establishments , hit all trade and public and private services in the country , says the founder and chairman of Portuguese Association for Consumer Law , Mario Fleet .
- Brazil is gaining an extraordinary means to complain. In Portugal , where the working population is four million people , have averaged 250,000 complaints a year. The Brazilian, who charges over their rights , will take best advantage yet - evaluates Fleet .
In Brazil , the ordinance that will regulate the book will also be defined by which means the complaint is made ( whether printed or electronic ) , which agents will receive the complaint and who will ensure the availability of the book in the establishment. The trend , says Mendes , is that the Brazilian government to adopt the European model , where trade has a book with three routes . If a conflict occurs that can not be resolved in time , the customer will fill the document with the complaint and will get a way . The other two remaining pathways , one stays with the vendor and the other is sent to the consumer protection agency . Both verify the claim. If the merchant denies access to the book or not it available , the customer can call the police, which has the power to enforce the right to use the channel .
- If in the face of the record in the book the supplier ignore the complaint , the consumer is more likely to win the case to bring the conflict to justice , as there is a written proof that from the beginning the company sought to attempt a solution - explains Mendes .
The expectation of the judiciary , however, is that the book reduces the number of actions that reaches the courts . According to a report published in this section last Sunday , the 90 million court cases about 40 million are related to consumption.
- We are not realizing the volume of shares that reaches us. Turn a call center companies . The book is something that can solve this problem , so that we can reach a level where we will not be with the residual claims - the judge evaluates Flávio Citro , coordinator of the Center of Special Permanent Court of Justice of Rio ( TJ - RJ .)
Citro reinforces further that the supplier has to see the book as a chance to gain the trust of consumers, seeking solution as soon as notified . Law professor 's Consumer Law FGV -Rio Ricardo Morishita emphasizes that the book can be used by the client to query on the historical problems of the establishment :
- The livo claims is a safety net for when prevention fails. Most important , however , is to avoid vendor that is necessary for the consumer to use the book - highlights Morishita .
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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.