Clipping of news on Brazilian Culture, Law and Citizenship
03/10/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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The new regulation on rights and guarantees consumers of telecommunications services in the country was published in this Monday ( 10 ) the " Official Gazette " and should be followed by all companies. Most measures will come into force from July.
This new set of rules was approved by the National Telecommunications Agency ( Anatel ) on 20 February. One of the rules requires that the client no longer needs to go through an attendant to the cancellation of telephony , broadband and pay TV . He can accomplish it electronically, by telephone, internet or ATMs .
How will the automatic cancellation
The law of the call centers in 2008 , now provides that the cancellation of services can be done quickly by the consumer . Last year , the FCC cited the idea that it could be done without the customer had to talk to a clerk .
The new rule says that when the client chooses the automatic cancellation , the operator will have a maximum period of 2 working days to execute the decision. During this period , the service remains in force and give the consumer can terminate it . In these 2 days period , any expenditure made by the customer will be charged but at the end of it , the operator can no longer make any recovery had .
Still holds the option to make the client cancellation together with an attendant : in this case , the service should be terminated immediately.
Credit prepaid
Another measure is defined on Thursday that claims for prepaid cell phones will have a minimum shelf life of 30 days. Currently , there is no time limit for validity : Companies are only required to provide customers access to credits valid for 90 and 180 days - that must be maintained .
This matter came to be discussed in court : last year , a court decision prohibited the fixing of a minimum term of validity of claims and ordered the reinstatement of those who had expired. This decision , however, was suspended.
According to Anatel , the eternal validity claims with prejudice would bring to businesses and consumers themselves , since without the expected maturity trend would be the value of the service up. About 80 % of active mobile phones in the country today are prepaid .
The regulation also provides for the obligation of carriers to inform their customers when credit is close to expiring. The goal is to prevent the person from being caught off guard and unable to use the telephone in a time of emergency .
Invoice postpaid
The agency also set new rules to ensure rights of customers postpaid cell phone plans . Among them is the creation of detailed invoice, which should inform clients the amount of taxes levied on each service contracted by it .
The regulation further provides that invoices should have a space to bring users of this service information deemed important , as changes in the conditions of provision of a service , expiration of a particular promotion, increase in the amount charged for services and existence of overdue debts . The agency , however, gives a period of 2 years for this requirement begins to assert . The goal is to allow time for operators to adapt to changes .
Another novelty is that companies are now required to inform the user when the consumption of a service , such as number of SMS type messages or use mobile internet , is near the limit of the franchise hired . This rule should be worth in 18 months .
Stores will provide post -sales
The FCC also ruled that the shops that today are only the sale of mobile phones and related products will also offer compel compliance with customer demand . This means that customers can browse the shops associated with brands such operators to try registering complaints , troubleshoot or even cancel the service .
This rule applies only to the shops associated with brands and operators will not have to be met, for example, retailers or supermarkets that also offer the sale of mobile phones . Moreover , the text opens the possibility that the customer service is done by an employee or on a self-service terminal that provides access to the site operator . The measure will take effect in 18 months.
The rapporteur for the regulation of Anatel Rodrigo Zerbone advisor , said that this measure will increase the points and possibilities for service to consumers of telecommunications services . Today , it is necessary to access the call center operators by phone or internet . According to him , only one of the four major carriers in the country today has 2400 stores associated with your brand in the country .
Operator must return link
Another requirement is that the providers return phone calls when there is drop it in the middle of a call . The central enterprises should also go on to receive calls from both landline as mobiles.
Also according to the Regulation , operators of telecommunication services will be required to record all conversations made by phone with your users , including those who left the company , for example , offer a service or promotion . The purpose of this measure is to ensure consumers proof of breach of promises made by operators in this type of contact, the subject of complaints .
The regulation also details how the service should be done by internet . All carriers are required to maintain on their websites a space for each user which should contain : copy and summary of the contract , service contract plan , charging documents , historical demands of that client , mechanism to request a copy of the taped conversations maintained with the call center , in addition to tool for automatic cancellation of service. After ending a contract , the person will have guaranteed access to such data for six months .
The FCC also established that consumers will have a term of three years to challenge debits in the accounts of these services . And that issuing new invoice without the disputed amounts will be free during this period . Furthermore , upon receiving a complaint of this kind the provider will have 30 days to respond . If you do not meet the deadline , you must return double the amount already paid and questioned .
Offers and hiring combos
The regulation provides that the combos - packages of telephone , internet and pay TV services - should be under a single contract . And that the contract should detail the consumer the value of each service in and out of the combo , to let them know how much you're saving with the option package.
It also defines the webpage of the providers of these services will have to submit all the plans that are on sale . And the offers should be available to all interested parties , including those who are already your customers without any discrimination .
Currently there are cases of customers who , seeing a promotion from your service provider that offers a service for the lowest price he paid , are unable to take advantage of it by contract clauses . The aim of the new regulation , to determine that there can be no discrimination in hotels , is to avoid this type of situation .
The regulation maintains the consumer's right to choose to receive or block the sending to your phone , advertising through messages .
Source : G1
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This article was translated by an automatic translation system, and was therefore not reviewed by people.