Telephony leader claims
This article was translated by an automatic translation system, and was therefore not reviewed by people.
Industry accounted for 57% of the problems encountered in health services to consumers last year.
Sao Paulo - Since coming into force almost a year ago, the decree which regulates care services to consumers (SACs) generated more than 430 assessments, totaling R$ 10 million in administrative fines for noncompliance with the rules throughout the country. The phone industry appears as the champion of complaints, accounting for 57% of the claims referred to the organs of consumer protection, 29% related to problems with mobile phones and 28% of fixed telephony.
The figures are part of the "X-Ray Service of SACs After Regulation ', released on Wednesday by the Department of Protection and Consumer Protection (DPDC), linked to the Ministry of Justice. Among the problems reported is the difficulty of access (35%), problems for the cancellation of services (30%), lack of quality of care (15%), lack of resolution of the claims (14%) and no monitoring of requests (6%).
For the general coordinator of legal affairs of the DPDC, Amaury Martin de Oliva, the results support the initiative of the Public, in partnership with the Procon 24 states (including the SP), proposed in late July a civil action public against Claro and Oi / Brazil Telecom to have infringed the rules of customer service. The action provides for an indemnity of R$ 300 million for punitive damages against each of the collective enterprises, value one hundred times greater than the maximum fine provided by the Code of Consumer Protection.
"If any industry is hoping that this is a standard that is not going to get ', this is the answer. DPDC is prepared to respond aggressively to situations that demand it as well, "said the general coordinator of legal affairs of DPDC, Amaury Martin de Oliva.
During a discussion on the image of SACs in Brazil, promoted during the National Congress of the Company-Customer Relations (CONAREC), carrying between 16 and 17 October in Sao Paulo, the director of the call canter operator Cable TV Net, Celso Luiz Tonet Jr., said the uncertainties of the decree as fines generates a concern in business. "The person who monitors often do not have the ability to assess what is being done," he said.
For the director of operations of the consumer is Tim, Paolo Tazzioli, it is natural that the phone industry leads the ranking of claims. "Brazil is one of the few countries in the world with four major telecoms operators. The scope of the service justifies the first place in the ranking in absolute terms, "he says.
For the president of the Procon-SP, Roberto Pfeiffer, the decree established parameters for assessment of care. "Some issues are the lack of civility, where the attendants simply turn off the phone in the face of consumers. There are many complaints in this regard, "he said. "It is also important to discuss the proper structure of accessibility, the quality of care and the resolution of demands," he says.
Guide
The decree regulating care services to consumers (SACs) applies only to industries regulated by government, such as telephone operators, airlines, health insurance and banking services. See what are your rights:
Login
Call centers must be available to consumers without interruption, 24 hours a day, seven days a week. The service is free, and companies will have a single phone number to meet the varied demands of its customers.
Quality
A link can only be transferred from one clerk to another only once. You have the right to speak at any time with an attendant, if desired, and not be restricted to the electronic menu presented by the company. The maximum time for transfer to an attendant is 1 minute.
Transparency
The consumer is entitled to request a record of your request to monitor the resolution of the dispute. Access to the attendant can not be subject to the prior provision of consumer data. It is also forbidden to require repetition of the demand.
Cancellation
Cancellations of service must be immediate and be the first electronic menu options. Will not be allowed to transfer the connection during the procedure, and all attendants must perform this function.
Consequences
Anyone can register complaints against companies that do not follow the rules imposed by the regulation of care services. After investigation, they can be fined up to R$ 3 million, as required by the Code of Consumer Protection.
Service
The claim for non-compliance with the SACs can be done in any body of consumer protection. In Paraná, the contact with the Procon-PR can be done by phone 0800 41 1512 or by e-mail procon@procon.pr.gov.br. Consumers also can report service problems of SACs in the portal of the Ministry of Justice, the address www.mj.gov.br.
Source: Gazeta do Povo
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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