Clipping of news on Brazilian Culture, Law and Citizenship
10/17/2013
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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National Secretary Consumer Juliana Pereira da Silva : Sindec in 2012 registered more than 2 million services Photo : Pablo Jacob / O Globo
BRASILIA . The National System of Consumer Protection ( Sindec ) received 2,031,289 complaints in 2012 - an average of 169,000 calls per month. Of this total , 211,076 were called to the Register of Complaints Substantiated in which the demands are addressed through the administrative process . This procedure is adopted when it is unsuccessful in a preliminary attempt resolution of the dispute or when there is recurrent practice of a supplier .
Almost half of the demands in the Register of Complaints Substantiated corresponds to problems involving the product area , followed by financial issues and essential services . In respect to the matters , the most demanded mobile phone was ( 12.3% ) , followed by PC / computer products ( 6.6% ) . The main problems are related to improper billing , warranty and addiction or poor quality of products and services .
Of the total of 211 076 substantiated complaints reported by Procon , 59.9 % were seen by providers and 40.1 % were not answered. The secretary of the National Consumer Juliana Pereira , said that there was a decline in the rate of complaints addressed by companies. In 2011 , the total reached 63.1 % . She noted , however, that has increased the number of cases resolved preliminarily , that is, before the initiation of administrative proceedings . When the case is not resolved by the companies , said the trend is that they also do not want to make a deal in the administrative process .
- This is at least an omission in serving Procons ( by companies ) - said .
- We still have the consumer very disrespected - added.
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Nextel leads the ranking of suppliers who attended less to consumers in 2012 - the company only 31.74 % of complaints resolved . Next are the Pan American , Tam , Carrefour and the Bank of Brazil .
Another analysis considers the ranking of the most demanded suppliers - which are companies in the telephony, retail, banking and consumer electronics manufacturers . The Hi Mobile / Fixed topped that list , with a total of 9,371 complaints in 2012 . Next are Claro / Embratel , Machine Sales and Itaú .
The secretary pointed out that today , companies still do not meet recurrent problems such as unauthorized charges and defective products .
- First , the consumer is not satisfied in the company . Then , the provider does not resolve preliminarily . And even with the administrative process open and scheduled hearing , yet the company does not agree - Juliana said .
The secretary took the release to come out in defense of the Bill 5196/2013 , which seeks to strengthen consumer protection agencies and the Commission is awaiting the opinion of the Consumer Protection ( CDC ) of the House of Representatives. The prediction is that Procons may apply corrective measures such as mandating the return of unauthorized charges and determine the exchange of goods that have defects or flaws .
- Today , the Procon notified and may terminate for disobedience to the public agency . Any administrative authority has the power to request information. We can turn to the courts . We want to not only the power requirement, but that can determine Procon case - said .
Another measure is that conciliation hearings in Procons be considered in judicial hearings , so that when there is no agreement on consumer protection agencies , the process does not start from scratch in court . As anticipated GLOBE Wednesday , the proposals contained in the report also update the Code of Consumer Protection ( CDC ) , which should be read tomorrow by Senator Ricardo Ferraço ( PMDB - ES ) .
Currently, Sindec gathers information from 249 Procons between state, local and Federal District . How many of these Procons have more than one unit , the Sindec is 473 units of customer service in 310 cities in all regions. They serve 190,000 consumers per month.
What the companies say
GLOBE sought five companies that responded less consumer demands and the ten most complaints . About its performance , Itaú Unibanco reported that all customer complaints made directly through the channels of the company or intermediated by consumer protection agencies across the country are treated carefully in order to consensual solution . " Our internal controls indicate that 98 % of requests received by the bank's internal channels (branches , SAC and Ombudsman ) are resolved ," he added .
Via Retail stressed that the number displayed considers all claims made by clients in relation to all its brands - including Casas Bahia , Pontofrio , CasasBahia.com.br , Pontofrio.com and Extra.com.br - and that " invests continually training and post- sale actions aiming to exceed the expectations of customers , improve service quality and increase satisfaction scores . "
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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.