Clipping of news on Brazilian Culture, Law and Citizenship
09/23/2016
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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The difficulty in solving the problem directly with the supplier is leading consumers to make use of Procon and Justice. The Service Customer Service (SAC) aims to address consumer demands for information, questions, complaints, suspension or cancellation of services, but it is not what happens in many situations.
In 2015, the Procon-ES recorded 2,049 complaints regarding SAC. In 2016, there are already 2,498 records. Among the most demanded problems are the difficulty in resolving the demands accessing the SAC service and cancel the contracted services.
The Federal Decree No. 6,523 / 2008 and Decree No. 2,014 / 2008 of the Ministry of Justice set standards for telephone service in SACs of service companies regulated by the government, ie, telecommunications companies, cable TV, electricity, land transport and air and health plans, as well as banks, financial institutions, providers of credit and insurance cards.
"Only the regulated services are required to have care for SAC. Products are not required to provide this type of care. This is a liberality. Companies may or may not have the customer service or free care services, "said the chief executive of Procon-ES, Denize Izaita.
Denize also said that the SACs of telecommunications companies, such as mobile and fixed telephony, cable TV and internet are the most problematic. "Consumers expect a long time for service and often can not even talk to the clerk, the connection is interrupted or the demand is not met. Consumers should demand their rights and report abuses by suppliers, "he says.
Understand your rights:
- According to the Decree. 6,523 / 2008, call centers should provide care for 24 hours, every day of the week;
- The number of SAC consist of clear and objective manner in all documents and printed materials delivered to the consumer at the time of contracting the service and during the supply (contract, invoices) as well as on the company website;
- The service must be free, including the calls originated from mobile phone;
- The call center must give the consumer direct contact with the clerk, complaint registration and cancellation of services, in the first electronic menu;
- The "talk to the clerk" shall appear in all subdivisions of the electronic menu;
- If the consumer chooses to talk to the clerk, the telephone transfer must be made within one minute. On Mondays, the days preceding and following the holidays and on the 5th working day of each month, this period may be extended for up to ninety (90) seconds.
- For the record claims and cancellation of service, the decree does not allow the transfer of connection to another sector, that is, if the consumer wants to cancel the service must be served at the same time;
- The service cancellation requests must be processed immediately. Cancellation of receipt should be sent by mail or by email, at the choice of the consumer;
- The consumer may not have their connection terminated by the supplier before conclusion of the service;
- The claims have to be settled within five working days and the requested information, answered immediately;
- The suspension of unsolicited and unauthorized charges services must be immediate. Unless the supplier clarify how the service was contracted or the value is actually due;
- The company must provide the service protocol number for the consumer to follow their demands. And if by this request, sent by mail or e-mail;
- It is mandatory to record the calls made to the CARs and consumer possibility to require that content. The consumer will have the record of care for up to 90 days;
- The electronic record of attendance will be kept available to the consumer for a minimum period of two years after the resolution of the dispute.
If the SAC of the service provider is not meeting properly, the consumer may file a complaint by electronic service, available on the site www.procon.es.gov.br or in person at the headquarters of the State Procon, at Avenida Princesa Isabel, 599, Ed. March 9th floor, Central, Victoria, from 9 to 17 hours, Monday through Friday, or Unit Make Easy in Cariacica, which also meets on Saturdays until 13 hours.
Source: Procon-ES
To access the Procon-ES website, click here.
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This article was translated by an automatic translation system, and was therefore not reviewed by people.