Clipping of news on Brazilian Culture, Law and Citizenship
03/15/2016
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Date Popular survey in partnership with Idec reveals that 92% of the population knows the Consumer Protection Code, which completes 25 years in force; but dissatisfaction with products and services are poorly reported in formal channels
On Tuesday (15), World Consumer Day, Idec launches a survey conducted in partnership with the Data Popular Institute on the knowledge and behavior of Brazilians in relation to their consumer rights.
The survey was produced to commemorate the 25 years of the Consumer Protection Code (CDC), completed on Friday (11) and also found which products or services have more problems in the perception of consumers.
According to the survey, conducted from February 18 to March 1 with 800 people from all over the country, the number of Brazilians who say they know at least some of their consumer rights and also the CDC is quite high.
In total, 92% of respondents claim to know the Code and 35% say they have it consulted. Regarding the level of information on the subject, 96% say they know their rights and 4% do not know anything. "The general level of knowledge of consumer rights, the Code itself and even refers to it are high and seem to have shown an increase," says Carlos Thadeu de Oliveira, technical manager Idec. In a similar survey published by Idec in November 2012, the percentage of people who knew their rights were slightly lower: 92%.
The current survey shows that the sectors that cause most consumer headache are old acquaintances: telecommunications shot ahead (97% reported having had problems with the sector services), followed by health (91%), transport (89% ), banks (87%) and water services, electricity, public education and health care (85%).
diffuse complaints
The survey also mapped out how consumers complain, and the finding is that the Brazilian complains more friends and social networks than on consumer protection agencies. This behavior is quite common in problems with telecommunications and utilities.
Complaints about public services are more frequent, but rather directed to formal channels: prefer to complain to friends and relatives 38% of those who have problems with public health services, 37% of those who face setbacks in public education and 25% of transport with unhappy public. Social networks also welcome many complaints about these services.
"The Brazilian consumer seeks support in its network of living, and it is there that makes their assessment of things. If he behaves well is because it has the perception that there is no use complaining and adopts a realistic attitude and practice, "says Renato Meirelles, director of Data Popular. "But research shows that it is necessary to advance the release of the Consumer Protection Code," he concludes.
The research also points out that the best known is the consumerist law, more targeted and more frequent the complaint, although it is not always reported to the appropriate channels. "Even for public services, where complaints are more diffuse, consumers often complain are those who say they have consulted the CDC, which shows the importance of spreading a law that is valid for both private and public services," he said Thadeu Carlos de Oliveira.
Consumers seeking more consumer protection agencies when they are not satisfied with products / services are also those who have consulted the code: so for 30% of dissatisfied with telecommunications services, 29% of those who have problems with electronics stores and 20% of those who complain of banks.
Why do not complain?
The reasons for not complain are different for public services and private services: the impression that will not "come to nothing" is prevalent for those who fail to complain about public health services, public education and transport; have for telecommunications, banks and private health, discouragement is because a lot of work, is time consuming and exhausting.
Not knowing where or how to claim also discourages consumers who have problems but do not complain about them. Problems with airlines, public education, e-commerce and public health are the ones that appear in this category.
The low value of the product is touted as one of the causes of non-complaint for consumers of clothing stores or supermarkets.
Click here to view the complete survey results.
Source: Idec
To access the IDEC website, click here.
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This article was translated by an automatic translation system, and was therefore not reviewed by people.