Clipping of news on Brazilian Culture, Law and Citizenship
04/29/2015
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Agency evaluation after monitoring revealed that lasted two years
Vivo was only company to record high in complaints by quality of service.
None of the four major mobile operators in the country has fully complied with the quality improvement goals for their services stipulated by the National Telecommunications Agency (Anatel) in July 2012, after the surge in customer complaints.
The result of the monitoring, which lasted two years and should be released on Wednesday (29) by Anatel, was obtained exclusively by G1. Because of the failure, of Claro, Oi, Vivo and TIM will be subject to a process at the agency and at the end of it, they may be fined.
Operator
Compliance record of quality goals
Variation in the number of general complaints
Variation in the number of quality complaints
Claro
93.1%
- 21%
- 25%
TIM
86.1%
+ 1%
- 41%
Vivo
85.3%
+ 30%
+ 26%
Oi
78.1%
- 23%
- 24%
In July 2012, Anatel ordered the suspension of the sale of chips Claro, TIM and Oi in the states in which each was champion of complaints at the time. TIM received the highest punishment and, for 11 days, was not allowed to make signing up new customers in 18 states and the Federal District.
Oi already been punished in five states and Claro in three. Vivo was not punished by the FCC because they recorded the worst rates in any state.
In addition, at the time the FCC determined that the four presented investment plans for improving the quality of its voice services (telephone calls) and data (mobile internet). And he announced the quarterly monitoring of four indicators to see if the requirement was being fulfilled: customer success rate in access to voice and data network, and call drop rate and internet connections.
End result
For two years, between August 2012 and July 2014, the agency found these indicators of four operators, making an average of the results in each of the 26 states and the Federal District and, specifically, in 81 cities with more than 300 thousand inhabitants.
At the end of the process, in July last year, so, Claro recorded compliance in 93.1% of the measurements made. TIM in 86.1% of them. Vivo recorded 85.3% rate and the Oi of 78.1%.
Thus, none of the operators fully complied with certain targets by Anatel, which would be indicated by the 100% rate. For breach of the account is that they are subject now to a fine.
Complaints
The survey also reports that there was, in the same period of two years, down 9% in the general complaints against operators who came to Anatel. Have specific complaints about quality of voice and internet service were 25% lower in July 2014 compared with August 2012.
According to the survey, Vivo and TIM were the ones that registered an increase in the number of complaints in the period. In the case of general (including problems with invoices, for example), it was 1% to TIM and 30% to Vivo.
As for the complaints service quality issue rose only to Vivo: 26%. TIM, the largest target of chips suspension, fell by 41% in this indicator. Despite the increase, Vivo is also among the top four operators, one with lower absolute number of complaints.
For Claro, the general complaints decreased 21%, and only those quality of 25%. For Oi, they fell by 23% and 24%, respectively.
Other side
Vivo said it is analyzing the data sent by Anatel and that "implemented the actions outlined in its Improvement Plan over the years 2013 and 2014, ensuring that the results achieved in the first quarter of 2015 are better than the appointed period Anatel in the report. "
The Oi said it would analyze the figures calculated by the agency and then will decide. TIM said that "it was notified of the completion of the improvement plan presented to Anatel in July 2012" and that is "analyzing the data, but believes that the way the company was very positive." The company also said its investments in Brazil between 2015 and 2017 will exceed R$ 14 billion.
Claro did not comment as the last update of that report.
Small municipalities
Another reflection of monitoring is that Anatel has set deadline for operators to make investments in smaller municipalities, where it was announced that at least one of the four quality indicators was very bad.
In 329 cities in that condition in which there is only one operator acting, it was given within 6 months to improve service. In other 247 with two companies offering plans, the period is 9 months. In the rest, where there are three or more operators, the agency has 15 months to be solved the problem.
Source: G1
To access the G1 site, click here.
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This article was translated by an automatic translation system, and was therefore not reviewed by people.