Clipping of news on Brazilian Culture, Law and Citizenship
12/03/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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The new General Regulation Consumer Rights in Telecommunications Services ( RGC ) was published by the National Telecommunications Agency ( Anatel ) in this Monday edition of the Official Gazette
In practice , this means that most of the new rules of relationship between telecommunications companies and consumers that expand the rights of those who use fixed and mobile telephony , internet and pay-TV industry come into force on July 8, 2014 .
Among the novelties that are established is the possibility to perform the cancellation of contracts by the internet , without the need to speak with an attendant .
For prepaid cell phones , Anatel has defined this new rule that all refills will have a minimum shelf life of 30 days. Currently , credits with periods shorter, which, according to the agency , confuses consumers are offered .
In drafting the regulations , the FCC took into account the main problems reported by consumers in the call center agency .
In the past year , were 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 . Depending on the complexity of the requirement , operators have maturities of 120 days to 18 months, as from the publication of the regulation , to implement the changes .
The news coming into force beyond the automatic cancellation and the new rule for the validity of claims of prepaid cell phones .
When there call center response and the connection dropped , eg network operator must return to the consumer . If you can not resume contact , the operator must send a text message with protocol number.
This conversation should be recorded as well as other dialogues between the call center of the service provider and the user , and must be stored for six months . The customer is entitled to a copy of those recordings.
With the new regulation , the FCC also wants to give ease to the consumer disputing charges . Whenever the client to question the value or reason for a charge , the company will have 30 days to respond .
If you do not meet this deadline , the provider should automatically correct the invoice , if it has not been paid , or double return value questioned if the invoice has already been paid . The consumer may question bills with up to three years of issuance .
Source : Survey
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This article was translated by an automatic translation system, and was therefore not reviewed by people.