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News : Chile Imposes New Telecom Customer Service Obligations
Feb 13, 2014 -- Chile's Department of Telecommunications announces that the new Regulations for Telecommunications Services, which aim to provide greater transparency to the market and to ensure the rights of users when purchasing a service, will take effect soon. The regulations set clear rules and obligations forelecommunications providers.
In the case of internet access, the rules relate primarily to the information from the provider, such as speed measurements, quality of service, traffic management measures, among others. For pay-TV, if a channel in the purchased package changes, the provider must inform customers at least 20 days in advance, replace it with one of equal quality or provide compensation.
In the mobile segment, pre-paid users get more rights to recover unused top-ups, establishing a period of 180 days without top-ups for companies to terminate pre-payment users. In the case of post-paid, companies should reserve the mobile number for two years, but this period shall be 180 days if the contract is terminated for non-payment. Regarding VAS such as international voice roaming, messaging and data, access should be blocked by default and activated only to those users who so request. The obligation of sending a text message to the user every time he/she accesses international roaming also was introduced.
For bundled services, operators must specify on the account the value of each of the contracted services and the discount associated with them. In addition, providers must provide on their websites information so that users can compare services, plans and joint deals offered.
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, February 14, 2014