ICP-ANACOM has already defined the information that companies providing telecommunications networks or services must make available to consumers, and how such information must be provided, basic items to ensure that consumer interests are safeguarded.
Pursuant to the determination of the regulatory authority, companies providing publicly available telephone networks and services must disclose and publish a set of information, ranging from the identification of the provider to the scope of the service provided, including detailed invoicing and maintenance.
Normal prices and discounts; compensation and refund policies; types of maintenance service provided; standard contract conditions, including minimum contractual periods, are some of the information that operators are bound to disclose to consumers, together with information on dispute settlement mechanisms.
According to the determination issued by the regulatory authority, operators must inform users on the minimum levels of quality of service provided, compensation or refund being due to the latter in case of non-compliance therewith on the part of the former.
Information on service coverage, possible restrictions in access to services, resulting from the prior need to fulfil specific conditions; and the failure to access the Internet in case certain telephone service offers are engaged, are other examples of information that operators must publish and make available to customers.
The minimum level of quality provided to customers as far as fault repair time is concerned, is another aspect which the regulatory authority desires to be appropriately disclosed to customers.
In fact, regarding parameters of quality of service, ICP-ANACOM defined a set of indicators that must be taken into account by the operators. It is the case of the time for service admission, the maximum time for service interruption/suspension, for fault repair and for service disconnection and activation.
Other quality standards that ANACOM requires operators to define as parameters of quality are the minimum guaranteed Internet access speed, both upstream and downstream; the maximum time for fulfilment of a number portability order or pre-selection order; and the maximum time to reply to customer complaints and information requests.
All information to be provided by operators must be published and disclosed in writing, at the business premises of providers and their agents, and at the respective websites. Likewise, information must be provided free of charge and in writing at all sales points of the service.
Should the engagement of the service involve the purchase of a package at business surfaces, the information required by the regulatory authority must be made available on the outside of the package, so that consumers acknowledge the information without having to open the package.
Pursuant to Regicom, it is incumbent upon ICP-ANACOM to ensure a high level of protection for consumers in their dealings with companies. In this matter, in addition to the decision now approved, the regulatory authority has already launched a general consultation procedure regarding guidelines for minimum content of contracts regarding the provision of electronic communications services, a measure which aims to ensure the protection of consumers in the scope of contracts concluded, as well as an increased quality of information made available therein. With regard to the protection of consumer rights, the regulatory authority has already approved a fixed telephone service quality regulation, and also set out levels of quality for the universal service. Moreover, ANACOM launched a price comparator at its website www.anacom.pthttps://www.anacom.pt/render.jsp?categoryId=2958, in order to help mobile phone users to choose the best tariffs for their user type.
Consult:
- Object and form of public disclosure of the conditions of provision and use of electronic communication services https://www.anacom.pt/render.jsp?contentId=357230
