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Phone industry is the most claimed by the Alerj

12.15.2015

This article was translated by an automatic translation system, and was therefore not reviewed by people.

 

 

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Oi was the company that received the highest number of consumer complaints

Reconciliation: 68.08% of the consumer complaints were resolved - Disclosure

RIO -The phone industry continues to top the ranking of consumer complaints made to the Consumer Protection Commission (CODECON) of the Rio Legislative Assembly (Alerj), with 32.88% of the complaints. Second, the financial (13.49%) comes and thirdly, the department stores (11.93%). The ranking of the companies claimed just reflecting those percentages. First was the Hi, with 1,739 complaints (14.65%), followed by Via Retail (Frio and Casas Bahia Point), with 897 records (7.55%). The course was third with 782 complaints (6.59%).

President of the CODECON Alerj, Deputy Luiz Martins (PDT) states that, over the years, there is a recurrence in the most demanded sectors, the telecommunications industry constantly on top of the ranking. According to him, the main complaints against operators is lack of signal and unauthorized charges, while the shortage of antennas is also a recurring motif of complaints inside.

- Amazingly, it is also common consumers be charged for a line that has. Nor are rare cases of canceled plans continue to be charged - account Martins.

The chairman of the committee believes that to improve the framework, companies need to invest more, while surveillance has to be tougher by the National Telecommunications Agency (Anatel):

- This flood of complaints also decrease if the SACs have more autonomy to solve problems, as in the case of unauthorized charges.

Martins adds that the consumer plays a key role in the strategy to improve services, and is very important to him to know to protect yourself, because otherwise, the legal action is impaired.

- Save the care protocol numbers, for example, helps a lot. In general, Brazilian and Rio de Janeiro have to look always save tests when hiring services or purchasing products. Invoices, brochures, advertisements on the Internet, everything you can prove fraud or disrespect for their rights - guides the president of CODECON.

Slight decline

According to the report CODECON between December 2014 and November 2015, 11,874 complaints were received from consumers. Of these, the majority are people who sought the commission through the counter, by e-mail or phone, but a significant number also came from the traveling bus agency that runs the state. There were 8,007 records direct to the committee and 3,868 (32.57%) through the vehicle. This year, the committee innovated by taking the bus also for communities with Pacifying Police Units (UPP). Rocinha were visited, the German Complex, City of God, Borel, Chatuba, Santa Marta, Vidigal and Vila Kennedy.

For comparison, in 2014 (between January and December and therefore without the same period) 14 903 complaints were registered. The fall can be attributed to a slowdown in consumption and possibly a breakthrough in understanding between consumers and businesses.

In the opinion of Janaina Alvarenga, lawyer of the Association Assistance Protection of Rights of Citizenship (Apadic), the fact that the severe economic crisis facing Brazil, with the downturn in the economy, and thus decrease in hiring is a point to be considered regarding the decrease in the percentage of complaints. She points out, however, that you can see a maturing by consumers about their rights and duties and, especially, the choice of companies with whom he will hire.

- This is due in part to the hard work of all body related to consumer protection, which bring daily to the public relevant information on how to carry out certain contracts, the care that must be observed, the names of the company that routinely damage the consumers, to avoid the contracts with these suppliers - emphasizes the lawyer.

Most complaints are resolved

According to the balance sheet, 68.08% of the complaints were resolved. This percentage could be higher, but many cases are still fresh and even expired the deadline for reply of the companies, which is usually ten days. Should take into account that the balance was closed last November 30. Normally, the solution rate is around 80%. Still, the percentage of missed answers - 46.04% - and the various situations in which the conciliators act positively is quite expressive. This is an orientation of the committee chairman, to avoid the legalization of cases. However, 145 cases were referred to the Juvenile Court Civil Special and other 281 are in legal analysis.

Janaina adds that suppliers understand they need to be more open to resolve the problems generated by failures in the provision of their service, even on the grounds of competition between firms:

- The answer to improving the relationship between consumer and supplier comes from the consumer market, where consumers today better informed and aware of their rights and duties, demands to be respected on pain of changing supplier, and the company, at the fierce competition, understood that have to improve, and the provision of their services. The path today is mediation, the search of the solution, subject to the injured consumer guarantees and rights.

The role of this context CDC

Representative wishes to emphasize that, after 25 years since its creation, the Consumer Protection Code is a further effective tool to combat tricks, traps and Negligence against buyers. However, he says, he has yet to be widely publicized:

- Information is the main consumer of the weapon. I believe that schools have an important role in financial education as a whole, including consumer awareness and the basic rights of buyers. On the other hand, the CDC needs an update in relation to e-commerce, which is growing a lot and did not exist at the time of drafting the law.

The Hi informs that invested about R $ 3 billion from January to September this year, the expansion and improvement of the quality of the mobile network (3G and 4G) and fixed network for broadband services and pay TV. Only in the state of Rio de Janeiro, adds the company, the investment was approximately R $ 560 million. The operator points out that have shown significant improvement in quality indicators from the National Telecommunications Agency (Anatel), which has improved the quality of coverage and 3G network capacity in all network layers. The Hi also said that has encouraged the migration of 2G customers to 3G, where the user experience is better.

Via Retail, in turn, makes it clear that the displayed number considers the sum of the marks Casas Bahia and Pontofrio. The company informs that invests in projects and training to improve service quality, service enhancement and to provide the best shopping experience to our customers. Via Retail also emphasizes that acts according to the Consumer Protection Code and bases its actions on respect and transparency with its customers.

Sought for comment on the results, the course had not responded to the closure of the matter.

Source: The Globe

 

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