Clipping of news on Brazilian Culture, Law and Citizenship
09/01/2016
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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What is the SAC?
SAC law, which limits the waiting time for care in centers calls in Brazil, did not catch Photo: Felipe Hanower / Agência O Globo
The Procon-SP explains that it is by means of Customer Care Service (SAC) that the consumer makes contact with companies who provided services or products and can open complaints, request information and even cancel what was contracted.
Decree and ordinance
To improve this form of care, there Decree 6523/08 and Decree 2,014 / 2008, governing the SACs of companies regulated by the Federal Government: telephone, cable TV, financial institutions, health insurance, electricity and transport ( air and road - intercity and interstate). As determined by the decree, the company is required to perform this service for free. The SAC should be available 24 hours a day, seven days a week.
Flando with a clerk at the SAC Photo: File
The option to speak to a representative must be present at the start of the call and remain in all other menu subdivisions. When this option is selected, the maximum waiting time for direct contact with the attendant is 60 seconds, except in cases defined in Article 1 of Decree 2,014 / 2008.
Talking to an attendant - Exception 1
Photo: Alaor Son / Son Alaor
According to the ordinance, financial services, the maximum time for direct contact with the attendant will be up to 45 seconds. On Mondays, the days preceding and following the holidays and on the 5th working day of each month, this maximum period shall be ninety (90) seconds.
Talking to an attendant - Exception 2
With the increase in energy tariffs and tariff flags, it's time to save Photo: Art / Claudio Duarte
In energy services, the maximum time for direct contact with the attendant may only exceed the established in cases of emergencies systemic scope, considered as those who, by their very nature, involve the interruption of power supply.
Delivery Protocol
Once the service starts, says Procon-SP, the company must create a protocol number and pass it to the consumer. Made this record, you can not be asked the user to repeat their demand, so must use your protocol number for future reference.
Transfer to other sectors
Test the SAC before purchase Photo: FreeImages
The link can not pass through transfer sectors where consumers are calling to make a complaint or request cancellation of service. Therefore, all the attendants should have jurisdiction to deal with this kind of situation.
recorded calls
Until the service is completed, the supplier can not end the call or convey advertising messages without user authorization. The connections will be recorded and you can request them when deemed necessary, should the recording be delivered by electronic mail or in person within ten days. The delivery method of recording is consumer choice criteria.
Time to meet claims
The time limit for complaints are resolved is five working days and the consumer may request that it be sent proof of this return, either by email or mail. cancellations requests must be processed immediately, even if the consumer is pending payments. If the complaint is about improper collection, it should be stopped immediately, unless it is proven that the debt exists.
Who complain
Call Procon SP Photo: Disclosure
If the rules are not complied with, the consumer can make a complaint at the regulatory agency service (Anatel, Aneel, ANS, Central Bank, etc.) and Procon your city.
Source: The Globe
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This article was translated by an automatic translation system, and was therefore not reviewed by people.