Portability changes relationship between customer and company
This article was translated by an automatic translation system, and was therefore not reviewed by people.
Service providers such as banks, telephone providers and health plans will have to invest in quality.
The Brazilian consumer tends to be less attached to contracts and increasingly free to choose a service according to criteria such as quality and low price. At least that is what is happening in sectors regulated by the State and have had to "undo" to a greater or lesser extent, their customers. This is the case, for example, the telephone number portability, salary account, the banks and health plans (which comes into force in April). Still, consumer protection agencies demanding more transparency in the dissemination of information.
Since the number portability came into force in September last year, more than 50 thousand people in Paraná operator already switched telephony (fixed and mobile) without having the phone number changed. Throughout the country, were almost 290 thousand consumers. And it is expected that this number will increase considerably with the arrival of the service yesterday, the São Paulo, the largest market for telephony in the country.
"This movement of the consumer to change supplier if it does not provide a good service is almost a basic premise of capitalism itself," says the lawyer and advisor to represent the Brazilian Institute of Consumer Defense (Idec), Daniela Trettel. "In some sectors, portability is not necessary. You do not need a regulation to change the supermarket, for example. "She explains that she is needed in sectors where there is monopoly, or that there are contractual implications that could impede the movement of the consumer. "In telephony, you may lose a phone number, which is an identity. In the case of health plan, is a sector that deals with a citizen's fundamental right, and he may be without assistance. "
For banks, it is possible to transfer the salary paid by the employer in a specific account to another, the choice of the employee. The Brazilian Federation of Banks (Febraban) do not know how many applications have already been informed process practiced in the country, and banks argue that this is a "strategic information" and can not be disclosed.
For Jorge Higashino, Superintendent of (Febraban), the issue of portability can evolve so much that is approved by Congress, the "Register Plus", a list of good paying customers. "The banks will run the client offering even lower rates. This kind of thing is going to increase competition. "
Information
"The portability is attractive to increase competition, reduce prices of products and services and improve the quality of what is offered," says the coordinator of the Association of Institutional Consumers Test Pro, Maria Inês Dolci. But she says that, for now, especially in mobile telephony, the Brazilian is more concerned with trying to "buy cheap phone" than to know the real benefits that can bring portability. "The person just taking advantage of the deals and then not see that because of them, will need to stay another year in that company."
Similar view has Alcides Troller, vice president of Marketing and Sales of GVT, a company that has received more customers for the system portability for fixed telephony. "The consumer has to demand service. He can not fail to seduce mirabolantes great deals. Finally we have the possibility to exchange a service provider that we long for a good service, but a structural fairness, because there was no option. "
Still, Daniela Trettel of Idec, believes there is a failure by business in time to inform customers about the possibility of service. This was very evident in the national survey that was the end of 2008 with seats on the opening of "essential services" without the payment of fares, and showed that misinformation from the managers of institutions, which mistook the account -wages.
Security companies already use model
Companies that offer the security service joined the portable electronics for at least five years following the communication director of the Brazilian Association of Enterprises of Electronic Security Systems (ABES), Mark Menezes. "Until recently the service contract included a tracking lending of equipment installed in the residence, unable to change service." The growth of the sector and increased competition stimulated the market to change. "The trend of modern architectural projects include a project approved by a security professional in the area." Thus, the consumer chooses the central alarm and compares the tracking service. "It's total desassociação the product and the service." According to the Abes, most companies that only working with lending contracts, joined the change gradually. According to general manager of G5 Security, of Curitiba, in 90% of cases it is possible to change operator without the need for technical adjustments. "Most central alarm works with universal systems, which facilitates the adaptation." (FL)
Source: Gazeta do Povo
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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