From Monday (03), all sectors regulated by the Consumer Service Act (SAC), such as banks, electric power companies, telecommunications, aircraft, insurance and health plans, must apply the new rules. One of the major changes is taking place in unsubscribe channels on social media.
It turns out that now, the consumer will be able to cancel a service in any service channel, since companies have asked the customer to contact a certain channel to cancel. That is, regardless of the means of communication, the company is obliged to cancel the service at the request of the consumer without directing it to another channel.
For example: If the user contracts a service over the phone, he can request cancellation in any other channel offered by the company to contract. Priscila Sansone, consumer law partner at Veirano Advogados, says the new decree ensures the company doesn’t offer multiple channels for hiring and only one for cancellation, giving consumers more choices.
As a result, other service channels, such as social networks and The WhatsAppWhich was not considered SAC in the previous decree, has become another point of contact between the customer and the company, and now the consumer can request cancellation on the social networks provided by the company. Sansone says the change to the law is primarily aimed at improving customer service.
That is, if a company provides a channel on social networks or WhatsApp to contract their services, the consumer can also use it to request cancellation, and the company must comply with the request.
See other changes that come with New SAC rules:
- human service: With the new rules, for at least eight hours a day, it is necessary that one person do the service. It was available 24 hours ago, but not necessarily by people.
- response time: The new decree increases the response time to consumer demand. Before it was five business days, it should now be up to seven.
- data.: Companies must pass data, at least once a year, to will bewhich will monitor the operation of customer service.
- Incorrect invoices: The company must immediately suspend contact with the consumer for any fees not collected by him.
- Waiting time: Call centers must inform the waiting time it will take for a consumer to be served, either in minutes or by queuing.
- Conversation History: Each consumer will be able to access the conversation history, either by phone or by message. The deadline for submitting content has been increased from three to five calendar days.
- data supply: Now, the consumer no longer needs to enter data before speaking to an attendant. Companies are used to requesting data, such as CPF, when a consumer places a call.
- specific rules: The regulators of each sector may set special rules. For example, if a file central bank You find it necessary for human service to be on the phone 24 hours a day, this can be a mandatory rule for all banks and financial institutions.
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