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According to report released by Procon-Campinas, body belonging to the Secretariat for Legal Affairs, a 40% drop in the number of complaints to Customer Service (CAS). Of the total of 195 complaints sent to 32 companies, 122 were in December 2008 and 73 in January this year.

More than half of the complaints (54%) are directed to the SAC of a fixed-line telecommunications company, which in January this year has been fined at R $ 6 million for lack of quality of care provided by store personnel.

Determination by the Secretary for Legal Affairs Carlos Henrique Pinto, all 32 companies will be notified to provide information on the complaints. If the complaints continue against the business, administrative processes may result in the imposition of fines. In less serious cases, according to the legislation, the Procon may propose a Term of Adjustment of Conduct (TACs) for the SACS are settled, based on the principles of reasonableness and harmonization of the interests of participants of the relations of consumption.

Since December 1 last year, when they began to apply the new rules for the SACS, the municipal body monitors, weekly, consumer complaints, and concludes that the figures of the report, there is an indication that there was an improvement of services provided on customer service in Campinas. The director of Procon-Campinas Gianetti Anderson explains that in practice, when the care staff via telephone and SAC are not provided with quality, increases the demand for the services of the department for protecting consumers.

In February 2007, the Department of Legal Affairs, concerned about the growing number of complaints against telecommunications operators, which were turning points in the Procons service, held a meeting with representatives of operators and agencies of the region to discuss defense and seek solutions. On occasion, Henrique Pinto said that the government was making investments to improve service to consumers, but private companies also have to make of them.

In search of quality and efficiency, the Secretariat for Legal Affairs invested in services provided by Procon broadening the channels of access of the population, with the change of building, the deployment of call center, the change of internal procedures so. "Only we are doing to take public investment efficiency to meet the lack of quality private companies," says the secretary.

In December 2008, the Procon extended the service to deploy the phone service 151 which runs from 9 to 20 hours on working days. Through this phone consumers can obtain information, make complaints and denunciations.

Fine

For lack of annotation of time in service passwords, which show the waiting time of the consumer in the queue, one of the fixed telephony operators operating in the State of São Paulo was fined by Procon-Campinas in more than $ 6 million, which should be collected for the Fund Municipal Defense Rights Diffuse.

In accordance with Article 6, item III and Articles 31 and 39, sections VIII and XII of the Consumer Defense Code (CDC), abuse is the lack of adequate and clear information to consumers, put on the market of services in consumption disagreement with the standards carried by official authorities, in this case the National Telecommunications Agency (Anatel) and leave to set deadline for the fulfillment of its obligation or do so at your sole discretion.

Besides the absence of records of hours of service, the carrier also breaks Article 33 of the Annex to Anatel Resolution No 341/2003, which states that "the user to attend to any public sector service provider of the service, to be served up to 10 minutes in at least 95% of cases. " During the two and a half hours in which to review the shop in Procon was the operator of the 82 visits made in that period 71, ie 86.6% were up to 10 minutes and 11 (13.4%) were above 10 minutes.

The operator is entitled to rely on 2nd instance to the Secretary for Legal Affairs.

Ministry of Justice

According to the Ministry of Justice, throughout the country were initiated 204 administrative Procons by state and by the Department of Protection and Consumer Protection, an agency of the Ministry, are against companies that ignore the new rules for the call center.



Source: Procon Campinas

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