The decision published federal government obliges companies to offer the option to opt out of services in the same channels through which contracts were concluded. Thus, customers who subscribe to services such as banks, airlines, telephone and TV companies, health insurance plans and others through WhatsApp will also be able to use the cancellation platform. By law, the option must be validated from October.

Among the innovations that are changing the rules of customer service (SAC), attention is drawn to the encouragement to use various customer service channels, primarily the Internet. In addition, the decree says that the customer’s request must be answered within seven calendar days after registration. Finally, the consumer must be informed of the fulfillment of the requirement.

The response to the consumer, according to the proposal, must be clear, objective, exhaustive and must cover all the required points. Access to services must be available 24 hours a day, seven days a week.

Previously, SAC was mandatory over the phone, which follows. It must work at least eight hours a day and always with a service between the consumer and the person.

The resolution also highlights the need for widespread consumer access to SAC. The various integrated service channels also enshrine the consumer’s right to control all their requests through numbering or other types of electronic procedures.

With regard to service cancellation requests made by the consumer, the new text lists guidelines to be followed by service providers, emphasizing the need to ensure that cancellation requests are handled by all means available, subject to applicable termination conditions and penalties. arising from contractual provisions.

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Source: Globe