Clipping of news on Brazilian Culture, Law and Citizenship
25/02/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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The phone , one of the sectors that presents problems together bodies of consumer protection , will gain a new regulation to protect those who hire their services . The standard was approved by the National Telecommunications Agency ( Anatel ) and should be published in the Official Gazette in the coming days .
Faced with the constant complaints registered at Procon Goiás on the subject , the court considered it important to inform customers of the companies about what changes to the regulation . It is worth noting that unauthorized charges top the list of the most demanded by consumers with the state consumer protection agency .
The purpose of the General Regulation of Consumer Services Telecommunications Rights is to increase transparency in consumer relations and expand the rights of those who use fixed and mobile telephony , internet and cable TV . The providers of telephone services have periods of 120 days to 18 months to implement the system . To prepare the regulation was taken into account the main problems reported by consumers .
Check out the main novelties of the regulation , published on the FCC website below :
1 ) Automatic cancellation : the consumer may cancel their service through the internet or by typing a menu option in the call center provider , who will have at most two business days to process the automatic cancellation . The cancellation can also be made through the clerk , and in that case should be immediate . The operator shall provide the protocol number to the consumer and the conversation should be recorded .
2 ) Disputed Charges : whenever consumers question the value or reason for a charge , the company will have 30 days to give you an answer . If it does not , the provider should automatically correct invoice or double return the disputed amount. The consumer may question bills with up to three years of issuance .
3 ) Credit prepaid cell phone will have validate minimum of 30 days: all refills cellular pre -paid will be valid for 30 days. Currently loans with lower validity periods are offered . Operators must also offer two other options valid for credits : 90 and 180 days . These options should be available both in stores and in stores that are electronically linked to the operator's network . The provider must notify consumers when their credits are about to expire.
4 ) Offers shall be valid for all new and old subscribers : either - subscriber or not - are entitled to join any promotion that is advertised by the service provider in the geographic area of supply . If you are already a customer , interested in changing the plan needs to be aware of a fine resulting from the retention of the current plan.
5 ) More transparency in the provision of services : before formalizing hiring any services , operators must submit to the potential customer in a clear and organized manner , a summary with information about the offer , as an example: if the initial value is either no promotion ( as she goes and what will be the value of the service when they are finished ) , how long does it take before installing the service, which is included in the franchise and what is outside of them and what speeds , minimum and average guaranteed to connection , in case internet .
6 ) Contract old and historical invoices consumption can be downloaded from the internet : using individual password , consumers will have access via the Internet to the most important information about your relationship with the service provider , including : invoices and reports detailed consumer the last six months . The consumer has the right to access your information up to six months after any termination of the contract .
7 ) Access to records and protocols of care at the provider's website : Through the Internet , consumers will also have access to the history of all demands such as complaints , inquiries , requests , etc. . You can also request a copy of the recordings of calls made through the switchboard .
8 ) Greater ease of comparison : the regulation provides that all carriers, all services should be made available in a standardized manner , the prices that are being charged for each service as well as supply conditions .
9 ) End of early recovery : currently , some carriers are collecting the signature of the services before they are used by consumers . With the new regulation , the collection can be made only after enjoying the services , so if the consumer wants to cancel the service in the middle of the month , without pay your next bill just proportional to the period in which they actually used the service value.
10 ) Post- sale: another novelty concerns the aftermarket . All telephone companies are required to solve the difficulties of users in the shops of the marks in any store .
11 ) Unified service in case combos : consumers combo packages ( that unite telephony, broadband and pay TV ) will solve the problem either in a single call center . ( With information from Anatel )
Source : Procon Goias
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This article was translated by an automatic translation system, and was therefore not reviewed by people.