Clipping of news on Brazilian Culture, Law and Citizenship
01.04.2016
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Segment accounts for 84% of complaints among the ten companies who have more complaints in GLOBE
The year is new, but the ranking of the top ten companies claimed the "Consumer Protection" GLOBE is not surprising. The telecommunications sector again had the highest number of complaints about the services provided, including fixed-line, mobile, internet and pay TV. The list this year, the segment accounts for 84% of the complaints added by the ten companies claimed, against 4,493 the total of 5,338, including cases of distance selling and delivery.
- The ranking of "defense" reflects data similar to consumer protection agencies, in particular the Public Defender - says Patricia Cardoso, Consumer Defense Center coordinator (Nudecon) agency, stressing, however, that in advocacy, issues related to health plans have a special relevance for judicial referral of urgency.
The Hi, which appears three times in the list for reported problems with fixed-line, mobile and internet alone totals 47% of the records in the list of top ten, which took into consideration complaints sent to the section between November 1, 2014 and November 30, 2015. In the list, and Hi, are Sky, Net Rio, Vivo Cellular, cell Claro, TIM Brazil, Ponto Frio (Telesales and Web site) and Post (ECT - Rio de Janeiro).
DISSATISFACTION PERMANENT
Milena Rodrigues da Silva, formed in HR, says feel like a hostage Hi. A resident of New Holland in Bonsucesso, is studying to provide contests and operator dependent, the only one to serve the community, to use the internet. After one year of satisfactory service Velox says that now the internet lives and falling when work is slow. To complete, in the 2 November holiday, the fixed phone went dead. The repair took two weeks and the technician used the visit to take the long-standing computer modem, to exchange for a new one, and left without internet.
- Only when I wrote to the "Consumer Protection" I was contacted by the company and received a technical visit - tells the consumer, adding that the internet service is still not satisfactory. - It's a stress But unfortunately depend on the company as it is. the only operator in the region.
The Hi emphasizes that has seen a reduction in complaints sent to the newspaper in recent years, which evaluates reflect investments in quality services and care. In fixed telephony, in 2015, points out, there was a decrease 40.1% of complaints in relation to 2012. He adds that, from January to September this year, invested about R $ 3 billion in expansion and improvement of the mobile network quality ( 3G and 4G) and fixed network for broadband services and pay TV. The Hi underscores the improvement in quality indicators in the National Telecommunications Agency. With regard to mobile telephony, the operator says it has improved the quality of coverage and 3G network capacity and encouraging the migration of 2G customers to 3G. About Milena, said it had tried to contact several times, but states that the calls were not answered.
Ricardo Morishita, a law professor at Ibmec the consumer, the persistence of telecommunications companies in different rankings complaint draws attention. But this is not the only point that should be highlighted in the evaluation specialist, I was impressed by the numbers of distance selling (4653), very close to complaints in the area of products, 4,858, and services, 4769.
- These figures show how e-commerce is on the agenda and the proportion of the market that has already reached. It's a big warning when the distance selling complaints begin to equate to traditional - he points out.
BUSINESS: CUSTOMER IN FOCUS
The teacher also points out that public services - if we consider this segment public agencies, transportation and health care - would occupy the fifth place among the most demanded sectors:
- The relevance of complaints related to public services sectors show more maturity citizen, after all is bad public health that requires the hiring of private. We need to have this vision of taxpayer / consumer, which should require compensation.
To Morishita, in the 25 years of the Consumer Protection Code, it seems absurd even to speak of improper billing as the abuse reported by most readers.
- When this happens, the damage is of the whole society. Without trust in companies, institutions, there is no democracy. But the embarrassment, which ranks second, is proof that lack civility. And when the consumer declares himself constrained to a newspaper, the value is greater, because he wants to share with the society and prevent the practice is perpetuated - rating.
Sky says strive for excellence in service and informs invest in improving processes and training. The company states take steps to reduce the number of complaints and maintain a transparent and frequent relationship with consumer protection agencies. The company adds that changed systems, which would have improved the contact channels and the results will appear soon.
Claro and NET, marks the America Movil Group Brazil, say invest in network infrastructure, innovation, service technology and training people to ensure the best experience in services and maximum user satisfaction. Operators reaffirm the commitment to meeting the demands of customers for their relationship channels.
ATTENDANCE IS PRIORITY
Telefonica Vivo informs that has mobilized employees, simplified processes and product offerings and expanded relationship channels to serve customers well. And the recent launch of the Quality Plan aims to "create a process of transformation and continuous improvement in the company", out investments in infrastructure, quality of services and care.
TIM says give priority to customer satisfaction and reduce complaints. For the company, this commitment is reflected in the list, which appears as the one with least complaints, down more than 20% of complaints in relation to 2014 and points out that, since July 2011, TIM Group / Intelig is which has fewer complaints in mobile telephony in the consumer protection agencies and the Ministry of Justice.
The Pontofrio.com claims to have as main goal to meet "all sorts of relationships with customers." The company reiterates that the letters received via GLOBE are analyzed and are always sought the best solution. And reinforces that has invested in the steps of Cycle asked to give a better service.
The Post Office say that in this period, especially in Rio de Janeiro, suffered major operational impact due to factors such as: "strong rains in early 2015; strike by truckers, increased assaults, and stoppage of employees" which would committed to operational quality generating complaints. The company emphasizes that delivers annually over seven billion objects across the country and that the share of complaints made to the "Consumer Protection" in relation to the services provided by the unit in Rio is 0.01% of which is distributed only in one day in the state.
Source: The Globe
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This article was translated by an automatic translation system, and was therefore not reviewed by people.