Clipping of news on Brazilian Culture, Law and Citizenship
 


Call Center

Complaining has never been easier: Procons, prosecutors and regulatory agencies are some options

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

 

The technical developments in data processing, Cláudio Machado da Cunha, tried numerous times to resolve through a call center telephone operator, the compensation for the wrongful collection of an invoice.

As the problem was not solved, chose to seek the post of National Agency of Telecommunications (Anatel) capital in mining. Besides the convenience to follow the proceedings via the Internet, was promptly answered and problem solved. "Complaining is worth," says Cunha.

The consumer has several channels of communication to log complaints about the service call center for various service providers. Apart from regulatory agencies, the client can fire the prosecutors, procons, public defenders and organizations for consumer protection.

Besides the phone, the majority of organs offers e-mail addresses and even the possibility of the presence service.

"Consumers should look for the bodies more accessible, but all are committed to solve problems," says Laura Schertel, coordinator general of Supervision and Control of National Department of Consumer Protection, an agency linked to the Ministry of Justice.
She says that since entering into force of the new law call centers, in December last year, the National System of Consumer Protection (Sindec) tool that integrates all procons the country, two procedures are open in the act of care of demands.
In addition to any claim of abuse suffered, the public can also enter the bodies if there was some kind of flaw in the service by telephone. "Often, the consumer registers a complaint against the company, but forgets to say that the attendance was poor in the call center," says the coordinator of the Municipal Procon of Belo Horizonte, Staelia Riaño, which already counts 23 complaints about failures in care in call centers. He directs the public to note the number of the protocol of care and time to facilitate the monitoring body.
In the case of Anatel, complaints are registered in the system that is connected with the operators. They are required to check at least once a day the system to know the demands of customers.


Those who complain, given the number of protocol of the request to monitor the site. Those who complained via letter, receive an order with that number. Those who came in contact by phone or in person, the same attendant that number is. Those already on the Internet, a registration form and create a login and password, where to track the progress of the process.

As always. According to the Ministry of Justice, the operators of wireline and wireless lead the ranking of sectors with the most complaints in relation to the care of the call center. Of the 1,273 complaints registered in any country in December, the segment accounts for telephone 694, or 45% of the total. Then comes the credit card companies and banking institutions.

Among the main problems defendants, most of the complaints relates to access to the service. Although the rule is clear, with fines ranging from U.S. $ 200 to U.S. $ 3 million, many companies still do not offer a free phone number for the connection, not available in the main menu direct contact with the attendant or the option for cancellation of service, among others.

Riana Staelia notes that the Municipal Procon offers several ways to record the information, which may be by telephone (31) 3277-9503 or by e-mail (procon@pbh.gov.br). The public can also send complaints to the email address of Procon State (procon@mp.mg.gov.br).

Internet. Www.conquistadoconsumidor.com.br the site, the public has access to various information on the key sectors and companies that are in disagreement with the law of the call center.

Know where demand their rights

Anatel

0800-332001

Contact Us
www.anatel.gov.br

Charter

Address: Customer and User: Office of Relations with the User - ARU Sausa Quadra 06, Bloco F, 2 º andar, Brasília - DF, CEP: 70070-940


Personally:

Avenida do Contorno, 5919,
the 7th to the 12th floor,
Building Melmor,
Savassi
CEP 30110-927 - Belo Horizonte / MG

Phone: (31) 2101-6100
Fax: (31) 2101-6150

ANTT - National Agency for Land Transport

Contact: 0800-610300

Personally

Christopher Columbus Avenue, 485 and 14, Staff,
(31) 3287-7055.

Aneel - the National Agency of Electrical Energy

Phone / Fax: 144 (meet from Monday to Friday, from 8h to 20h); www.aneel.gov.br

Correspondence: Superintendent of Administrative Sector Mediation - (SGAN), block 603, module J,
1st floor, CEP-70830-030, Brasília - Distrito Federal;

Municipal Procon

31) 3277-9503
procon@pbh.gov.br

Personally

R. Paraíba, 29 - Staff
Belo Horizonte - MG, 30130140

Procon State
procon@mp.mg.gov.br

Personally

R. Adorno Days - St. Augustine
Belo Horizonte - MG, 30190-100

Movement of Donas de casa de Minas Gerais (MDC / MG)
(31) 3274-1033
mdcmg@mdcmg.com.br



Source: Time Online

Our stories are taken in full of the sites of our partners. Therefore, we can not change the contents of these cases even of typing errors.

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

Important:
The JurisWay site does not interfere in the work provided by doctrine, why only reflect the opinions, ideas and concepts of their authors.


  Subjects list
 
  Copyright (c) 2006-2009. JurisWay - All rights reserved.