Polls show Idec's need to regulate all SACs
This article was translated by an automatic translation system, and was therefore not reviewed by people.
Recently Idec (Brazilian Institute for Consumer Protection) has completed two studies on the services offered to consumers in the food industry and consumer electronics. Each sector has its own characteristics, but one thing was clear: in addition to showing that there are aspects to be improved in each sector, research signaled that the consumer should not be at the mercy of companies with regard to service.
The two studies followed the same methodology. Through phone calls made to the CARs of firms, there was compliance with the provisions of the Decree, with respect to service accessibility, the quality of care and the procedure for resolving claims.
The first global survey of the ten largest companies in the food sector. Of 24 possible points, the score of this sector ranged between 15 and 19. This condition is reasonable when you consider that the industry is not regulated by the Decree and the companies tend to follow similar parameters. However, it is important to stress that we observed significant and recurrent failures in most cases, for example, do not spontaneously report-there-when the number of the treatment protocol and SAC is not available for people with hearing and speech impaired.
The second study involved the eighteen major companies in the electronics and showed very poor results. Of 24 possible points, the score of this sector varied between 9 and 17. This result indicated that the companies do not meet the minimum requirements expected of a CAS, based on what the Code says Consumer Protection.
A serious problem in the sector is the fact that the SACs are not free for the Greater Sao Paulo, or sometimes other capitals. Moreover, it was found that no firm offers information on the existence of CAS to persons with disabilities in speech and hearing, in none of the attendant voluntarily informed the protocol number of the connection, and no company sends the story or write the connection to the consumer.
These results indicate that the absence of a regulation on the service leaves loopholes for the occurrence of failures that can compromise the service. Because each company sets its standard, the quality of the service is a donation, and the consumer is then left hostage entirely on the company's vision of what would be a good service.
Since the diagnoses, it is necessary to consider whether the sectors that were not covered by the order of SAC should not also have their care services regulated in some way.
If companies do not have the initiative to self-policing, surely one day soon the company will require regulation, just like what happened to the people affected by the decree.
For Idec, companies must be aware that their services customer service are being monitored, although not subject to the provisions of Decree 6523/2008 or other specific legislation, even as these companies must comply with the requirements of the Code Consumer Protection.
Source: IDEC
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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