Clipping of news on Brazilian Culture, Law and Citizenship
24/02/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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The number of users of telecommunications services has been growing in recent years , reached 356 million last year, and with that the number of claims increases. The sector is one of the most demanded Procons and , last year, the National Telecommunications Agency ( Anatel ) has received over 3.1 million complaints against operators of telecommunications services , most of them related to misappropriation .
To improve the relationship between consumers and businesses, the FCC last week approved new rules that must be met by fixed and mobile telephony , internet and cable TV. Most changes will be implemented in four months , but some have more complex up to 18 months to get to avail.
The president of Anatel John Rao, operators will have no difficulty to adapt to new rules on time. " I do not think it will have a very big cost for businesses, because most of the measures requires only changing technology ," Rao said the Brazil Agency. He said the aim of the regulation is not to punish companies , but to strengthen the user in relation to the operators. But they can be fined if they do not comply with the new rules after the period of deployment . " We will monitor the implementation of this and if companies do not comply , then it is fine. But we do not intend , the priority is to give individual power user , not exactly fine the operator . "
The lawyer of the Brazilian Institute for Consumer Defense ( IDEC) , Veridiana Alimonti , considers the positive regulation , especially by unifying all industry rules , but highlights the importance of the implementation , monitoring and penalizing companies process in case of breach of measurements. " The ideal would be an oversight to prevent the breach of the rules ," he says .
According approved last Thursday ( 20 ) by the FCC regulation , the consumer may cancel the service online or by call center operator , even without talking to an attendant . The automatic cancellation must be processed by the service provider in a maximum of two working days . If the client wants , the cancellation can also be made through attendant .
All recharges cell phone , pre -paid , will have a minimum shelf life of 30 days. Currently , credits with periods shorter, which, according to Anatel , confuses consumers are offered . As president of Anatel , this measure aims to bring transparency to the user. " Sometimes the company sells credits to four or five days , and this creates confusion in the user's head ," explains Rao .
Operators must also offer two other options expiration date credit , 90 and 180 days. The user should also be warned by the provider where your credits are about to expire.
Another rule of the General Regulation Consumer Rights Telecommunications Services is the provider will be required to return the call to the consumer if it falls during the service in its call center .
The FCC also determined that whenever the consumer to question the value or reason for a charge , the company will have 30 days to give you an answer . If you do not respond within the provider should automatically correct the invoice (if she has not been paid ) or questioned the double return value (if the invoice has been paid ) . The consumer may question bills with up to three years of issuance .
The FCC also determined that operators can not send text messages to customers with advertising , unless the consumer number to receive ads . The regulation also brings changes in the rules of customer service . One requirement is that all contacts with the consumer are recorded , including those made by the operator. Currently , the recording is only required when the customer contacting the company .
According to ANATEL regulations , companies must provide service in stores that do just selling plans or gadgets . Companies will also have to provide a space in which the consumer may have a copy of your contract , service plan , history demands and requests for recordings in the call center on the internet .
The National Union of Telephone Companies and Mobile and Personal Service ( SindiTelebrasil ) and the Brazilian Association of Television (ABTA ) said they will await publication of the Regulation to analyze the new rules .
Infographic about changes in the care of providers of telecommunication services
Source : Brazil Agency
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This article was translated by an automatic translation system, and was therefore not reviewed by people.