Clipping of news on Brazilian Culture, Law and Citizenship
07/07/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Users will have to receive a summary of the contract with all information Photo: Guito Moreto / Guito Moreto/29-4-2014
BRASILIA - Starting this Tuesday, June 8, enter into force the first rules of the General Regulation Consumer Rights National Telecommunications Agency (Anatel). One of the most important is that the consumer can make the automatic cancellation of the signing of telecommunication services - fixed and mobile phones, cable TV and broadband - without talking to the clerk of the call center company. To cancel your service, just access the internet or type the option in the call center of the company menu. The deadline for the definitive cancellation is two days so that the operator can check if the contract does not have pending as accounts expire or fines.
The chairperson of the Department of Relations with Consumers Anatel, Fábio Lúcio Koleski, explains that the company may require the customer to enter the number of your identity or other data to be sure that it is he himself who is requesting cancellation. The provider may also call the customer and try to convince him to give up cancel service, offering some advantage. But the decision is the consumer about wanting to keep it or not.
A handbook on the implementation process of the new bonds will be in the Anatel (www.anatel.gov.br) site on Tuesday. Since March, when the regulation was published, the technical agency and about 110 employees of the operators held nine meetings to define what are the procedures for deployment.
Another rule that takes effect this week is that forces companies to return calls made by consumers to Services Customer Service (SACs) when they fall during the service. The Regulation was published in March and has phased deadline for implementation of the rules of up to two years.
Also of immediate application is the date of minimum durability of 30 days for credits prepaid phones. Credits sold before day 8, however, continue with the same expiration date, which in some came to be only five days. Companies must also offer credit cards with validity of 90 and 180 days, which should be available at all retail outlets. The standard also states that the user should also be warned by the provider where your credits are over. By the end of May, of 275.5 million mobile phones in the country, 77.18%, or 212.6 million were prepaid.
loyalty worries
While considering, in general, the new positive regulation Veridiana Alimonti, lawyer of the Brazilian Institute for Consumer Defense (IDEC), estimates that in the case of credits of prepaid phones, the advance could have been greater:
- In view of Idec, credit should not have run. The company has an obligation to return the consumer credit, even if it decides to terminate the contract because he is not using the number.
Fatima Lemos, technical advisor to the Board d
Service and Procon-SP, regulation brought pros and cons. Among the positive points, it points the unification of the rules of the services with greater detail of obligations by operators, and the creation of tools that enable the user to make a choice between the various packages. Fatima says that despite the achievements, the consumer will need to pay attention to loyalty contracts.
- Actually, there were some setbacks. The regulation makes clear, for example, the possibility of dismemberment of the service package, call partial reversal, ie, the right which the consumer has to keep only part of the services offered. He should have the choice to keep, for example, only the pay TV and mobile, and able to hire broadband from another company, or vice versa. In practice, you need a very effective oversight over the implementation of the new rules.
But there is undeniable progress, especially in the field of information, highlights Veridiana. One of the new obligations for companies is to deliver a summary to the consumer prior to purchase service with all the information that somehow relate to costs, as the value of tariffs and installation in addition to the conditions of service provision, such as speed broadband.
Companies: Complex Operation
Koleski states that if a company offering a service call, the consumer will have to know exactly what you are committing, for example, the term loyalty and promotional prices.
- Companies will also have to forward all the contract documentation for customers so they are not questions - underscores.
Asked about how he prepared for change, Vivo Telefonica announces that convened 200 technicians from all areas of the company "to adapt systems to new customer service rules." The company explained that the regulation causes significant changes in the operation and business model of all its products.
The Hi also points out that the rules require changes in operating systems, since it includes all products and services cater to all consumer profiles. The company believes that the deadlines in some cases, are incompatible with the complexity of the changes.
Claro said to be struggling to meet the "large volume determinations provided starting this month."
TIM informs that "clarified doubts and considerations presented to the agency" and says it is working to comply with the rules on time. (Collaborated Mario Russo)
Read more: http://oglobo.globo.com/economia/defesa-do-consumidor/cancelar-telefone-internet-tv-paga-sera-mais-facil-13150207#ixzz36mTkKye0
Source: The Globe - Online
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This article was translated by an automatic translation system, and was therefore not reviewed by people.