Clipping of news on Brazilian Culture, Law and Citizenship
02/21/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Automatic cancellation , more transparency in billing and improves after sales service are some of the new rules announced by the agency to finally improve the lives of consumers
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The Governing Board of the National Telecommunications Agency ( Anatel ) approved on Thursday the automatic cancellation of telephone , internet and pay TV services by consumers . The rule contained in General Regulation Consumer Rights Telecommunications Services , which also provides for the expansion of the service network aftermarket and validity of prepaid cards . The changes had been advanced by the agency in 2013 and will go into effect 120 days after publication of the Regulation in the Official Gazette . They are part of a new chapter in the most offensive of the regulator to improve the services provided by the operators. The clash began in 2012 when the TIM was sued by interrupting calls made by its subscribers purposely .
The new rules will allow customers to cancel their contracts via the Internet without the need to speak with an attendant . Ie , he will not have to wait to be serviced by sectors call center or need to hear counterproposals operators . This procedure can also be performed via a menu option in the call center provider . The automatic cancellation will be processed in a maximum of two working days . The change does not, however , the existence of attendants to perform the cancellation , if the consumer so wishes .
The FCC also determined that all calls via call center are interrupted by link failure must be returned by attendants . If you can not resume contact , the operator must send a text message with protocol number. This conversation should be recorded , like the other dialogues between the call center of the service provider and the user , and must be stored for six months . The consumer is entitled to a copy of those recordings . ( Check out the changes )
These measures were already provided by Anatel . The agency president , John Rao , said last year that the agency wanted to attack the problem of the charge made by the operators , a major focus of complaints from customers . " We think companies are still owe the user a better service in call centers ," he said at the time. Only in 2013 , the Agency received over 3.1 million complaints against operators of telecommunications services , most of them related to claims ( 33.9 % of total) .
The new obligations in the regulation vary according to the size of the carrier : those that have until 5000 consumers, who are between 5 000 and 50 000 consumers and those with more than 50 thousand consumers .
Source : See - online
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This article was translated by an automatic translation system, and was therefore not reviewed by people.