anatel ombudsman
Operators must follow several standards defined by the competent bodies that oversee telecommunications services.
Even so, many customers may still feel cheated by these companies. In this scenario, a good way to resolve the problem is to file a complaint. complaint to the Anatel ombudsman.
Therefore, if you have already contacted the company's competent service channels, such as Customer Service (SAC), Call Center or even the Ombudsman and have not received a response or have received one, but it was not satisfactory, you can file a complaint with Anatel.
What is Anatel?
Anatel – National Telecommunications Agency – is an agency whose objective is to regulate the entire telecommunications system in Brazilian territory.
Administered by Federal Government It determines and monitors all consumer protection rules.
In this sense, if it is proven that a company violated national and/or contractual guidelines, Anatel may apply fines and other punitive actions.
Despite being managed by the Federal Government, it is important to emphasize that Anatel is a autarchy with autonomous operation. In other words, it is not subordinate to any government agency.
It is the last administrative instance, which means that its decisions can be taken independently and cannot be challenged in court.
In this way, we can see that Anatel functions as a Government Ombudsman when it comes to telecommunications.
What complaints can be made to the ANATEL Ombudsman?
Often, between one call and another and countless transfers between departments, it takes hours to resolve a demand with the operator.
The main complaints are related to problems with devices and services, as well as account cancellations.
All of these problems and others related to internet plans, pay TV, chip, cell phone line and landline can be registered by the consumer with the Anatel ombudsman, which aims to help the consumer in these cases.
The companies with the highest number of complaints to Anatel are without a doubt the of the mobile telephony sector.
Among the companies that you can complain about, we highlight the following:
How do I make a complaint to Anatel?
To serve all users efficiently, Anatel provides several service channels that can be accessed via telephone, internet or in person.
As previously stated, Anatel operates as an Ombudsman.
Anatel Telephone
To make a complaint to Anatel by telephone, the user must call:
- 1331 – conventional
- 1332 – for the hearing impaired
To complete the call it is not necessary to put the area code before the number.
Furthermore, it is important to be aware of opening hours, complaints may be carried out from Monday to Friday from 8 am to 8 pm.
Anatel website
For those who prefer faster service, one option is to file a complaint online through the Anatel Ombudsman website.
To do this, simply access the Anatel website and follow the step by step instructions on the page.
If you want more detailed information on the topic, access the video below shared by Be! Tech channel on Youtube:
Anatel Application
The Anatel application was created with the aim of making access to the Agency even more practical.
In the Anatel Consumer App you can register, view and track your requests.
THE Anatel Consumer application is available for Android and iOS.
Anatel in-person service
In addition to assistance via telephone or internet, Anatel offers the option of in-person assistance at one of the Agency's units.
To the “Citizen Rooms”, as they are called, are present in all the country's capitals.
To find out Anatel's address in your city, click on the link and choose your state.
Anatel request category
It is important to say that there are several categories of requests available to the customer.
The user can choose to make a complaint, a report or simply praise the company.
Each of these requests must be recorded in a separate field.
Below, you can find out which demands can be met by Anatel and when to appeal each of them.
Complaint to Anatel
A rcomplaint to Anatel must be registered when the consumer believes that the operator has not respected his rights.
Once a complaint is registered, it is forwarded to the operator who, in turn, has five days to respond to the customer.
Anatel Complaint
A complaint should be filed in more serious cases, for example, when the customer believes that the operator is violating rules.
In these cases, Anatel may open an investigation that may result in fines and other punitive actions.
If Anatel does not consider that the customer's complaint falls within the scope of complaints, it will reclassify the request as “Complaint”.
Request for Information
Users can contact Anatel to resolve any queries they may have regarding their rights and obligations with mobile phone, internet and cable TV operators.
It is possible to make a request for information through any service channel.
In general, questions are answered upon the consumer’s first contact.
However, in more complex cases, they are forwarded to the competent areas and responded to within five days.
Other categories
In addition to the requests already mentioned, Anatel's service channels can also receive suggestions, compliments and criticisms.
How can I track the progress of a complaint at Anatel?
If you have made a complaint and wish to follow its progress, you can check the process by calling to Anatel numbers 1331 or 1332.
In addition, it is possible to monitor the progress of a request through the Anatel application in the “Your Requests” tab and also through the website using the registered login.
How do I cancel a complaint with the Anatel Ombudsman?
Have you resolved your problem and want to cancel your complaint with Anatel? Don't worry. Complaints with Anatel do not need to be closed, this happens automatically if your problem has been resolved by the operator.
Considerations regarding the complaint to Anatel
Anatel is a regulatory body whose main objective is to ensure that consumer issues with operators are resolved. It requires that telephone, pay TV and Internet companies adequately resolve any consumer demands related to these products.
However, the Agency should only be requested when it was not possible to solve the problem with the company or when the response was not considered satisfactory by the client.
Therefore, before filing a complaint with Anatel, it is important that the user contacts the operator, either online, by telephone or in person to try to resolve the issue.
Finally, it is important to remember that, in order for the process with Anatel to be carried out, the consumer must be the holder of the account for which they wish to file a complaint. In addition, it is necessary to have the protocol number for the contact made in an attempt to resolve the problem.
And you, were you able to file a complaint with Anatel? Do you have any complaints to make against companies in the telecommunications sector? Leave a comment below about your experience.
