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See the result of Project Procurement Indicators of Consumer Protection

06/09/2012

This article was translated by an automatic translation system, and was therefore not reviewed by people.

 



The National Secretariat of the Ministry of Consumer Justice (Senacon / MJ) presents this Wednesday (5/9) the results of the 2nd edition of Project Procurement Indicators of Consumer Protection. The initiative brings together companies in the telecommunications, banks and supermarkets. As in previous years, based on figures reported by Procons integrated into the National System of Consumer Protection (Sindec), the companies made public commitments to improving service to consumers.

Each vendor targets presented on three fundamental commitments considered by Senacon. Reducing the amount of consumers that need to go Procons to resolve issues with businesses; increase in solutions through prior notifications sent to businesses - known as Letters of Preliminary Information (CIPs) - and agreements in administrative complaints usually resolved in hearings.

The head of the Secretariat of the National Consumer Juliana Pereira, considers the strategic Indicators Project in enabling companies to review internal processes focused on the prevention and resolution of consumer disputes. "The project offers the market a valuable source of information, which allows participants to both the identification of the problems brought by consumers to Procons across the country, as well as monitoring and evaluation of the measures that may be adopted by such companies to improve products, services and customer service, "he says.

Conflict resolution in the form of companies CIP reaches the average of 71.6%. The percentage of resoluteness increases to 77.2% in the case of companies participating in the project indicators.

Telephony

Among the participants Indicators Project, the telephone industry was that achieved the best result with respect to the amount of calls that kept the same level as in 2010. Vivo was less integrated with the defendant in Procons Sindec, with a reduction of 7.2% in the number of records in the previous year. The company also registered the best rate in solving CIPs (83.7%), followed by Claro (80.3%). The Oi Fixed achieved the largest percentage increase - from 71.2% in 2010 to 77.4% in 2011.

Already the increase of agreements in administrative complaints, Vivo was the company that registered higher proportion of agreements in hearings (80.1%), followed by Claro (72.1%).

Banks

Of the seven indicators of participating financial institutions, HSBC was the bank that had the lowest number of demands in 2011, reducing by 13% the amount of care when compared to 2010 figures. Citibank also reduced the amount of demand by 6.3%.

In solutions CIPs, Itaú had the best rate of solving demands (85.5%), while Citibank and Santander had the best rates with the previous year (9.2 and 5.5 percentage points respectively).

With regard to the increase in administrative agreements complaint, HSBC was reached that the largest proportion of agreement: 69.6%.

Supermarkets

Among the supermarkets, the Sugar Loaf was the one with the least amount of calls logged by the Procons Sindec in 2011, being the only company that has managed to improve on the previous year - fell 4.7% in the amount of records.

The goal of increasing solutions through prior notifications sent to companies, Walmart had the highest rate in solving CIPs and the largest percentage increase - 60.5% in 2010 to 70% in 2011.

The third goal, the Sugarloaf recorded 71.4% of agreements in hearings held by Procon.

Third Edition

Since January 2012 is underway the 3rd edition of Project Procurement Indicators of Consumer Protection, which includes the participation of new companies, as B2W, American Stores, Ricardo Eletro, Sleek, Home City, Ponto Frio and Casas Bahia.

The Senacon highlights the Carrefour supermarket showed no proposal and therefore no longer part of the project.

Full report of the 2nd edition, 2012



Source: DPDC

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This article was translated by an automatic translation system, and was therefore not reviewed by people.

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