From today (10/03), the national companies of the communication sector, began to fulfill a new wave of norms and rules established by Anatel. The new procedures aim to benefit users and make the experience between companies more transparent. We have compiled all the information you need to know in this article.
Companies will be required to make available on their websites, through a dedicated customer area, information about contracted services and copies of documents. The offer on the availability of copies should be clear and objective, making access easy for the user. Contract copies should be described legibly and objectively. Invoice reports for the last 90 days should be made available along with records of calls made to service centers, as appropriate. Reports should include data consumed daily, deductible usage, per call amounts and charges that have been refunded.
Still in the operator's online area, a tool that enables the comparison between the plans available by the company should be accessible. The idea is to make the customer choose, migrate and take advantage of other available plans.
Provision of Services
When requesting a recording of calls made by the operator's center, the customer must wait up to 10 days for the company to make the audio copy available. The user may request copies of calls received by the operator, not only those made by him. Accounts should be very objective and detailed, containing billing period, active promotions and effective time. The SAC phone must also be legible, as should Anatel's number and repair and installation protocols.
The new rules are already in force in the Consumer Protection Code, and may be subject to a fine of up to $ 50 million. In 2014, the obligation of an option for cancellation of services by the operator's website came into force, a rule that has been adopted by some (!) Of them. Anatel's booklet with the new rules you can access through this link.
What about now?
. (tagsToTranslate) anatel (t) tlee (t) carriers (t) billing