Clipping of news on Brazilian Culture, Law and Citizenship
04/05/2012
This article was translated by an automatic translation system, and was therefore not reviewed by people.
SAO PAULO - Services such as cable TV, mobile telephony and broadband may fail, since they serve a large number of customers. But consumers should be compensated for the interruption or the poor quality of supply, as explained in the Technical Advisor of Procon-SP, Marta Aur.
In the case of cable TV, the law is clear. If the consumer is for 30 continuous minutes without a signal, it should be compensated, since the account next month. To claim compensation, you must contact the vendor and report the problem.
"Consumers should be rewarded with the value proportional to the signature," says Marta. The supplier may schedule a technical visit, if the problem persists, but in any case, the consumer is entitled to relief. If the supplier refuses to make the discount, the customer should contact Procon.
Complaints
When you register your complaint at Procon, the entity will develop a CIP (Letter of Preliminary Information), which will be sent to the supplier. The company, in turn, has 10 days to manifest. Remember that in order to file a complaint at Procon, you must submit the claim made in the protocol of the supplier.
"The rate of solution is very high in these cases," Marta scores. Remember that the consumer has no cost throughout the complaint process done in Procon.
As with cable TV, the consumer is entitled to relief if the internet signal is interrupted for 30 minutes continuously. Marta remembers that, if consumers feel aggrieved with the service, due to poor quality in the provision, it may request termination of the contract, without having to pay any fine.
Bad quality
There are situations where the consumer is not necessarily unavailable to sign for 30 continuous minutes, but rather have to deal with problems that persist throughout the day, ie, momentary and constant failures in the signal. When this happens, the consumer can also request a rebate on your account, on account of poor quality.
In this case you can not measure exactly the humiliation, will depend on the agreement between the company and the customer. "That depends on each customer and the impact it has had the problem for him," says Marta.
Source: The Day on Line
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This article was translated by an automatic translation system, and was therefore not reviewed by people.