Estácio is one of the fastest growing universities in Brazil, having been inaugurated in 1970. It offers undergraduate and graduate courses, both in-person and online. We have put together a list of its customer service channels and how you can ask questions by calling them.
Estácio Phones
If you want to contact the University through its free telephone number, you can call and request information about courses and other services at 4003-6767.
This telephone number is valid for contact within capital cities and metropolitan regions. The opening hours are Monday to Friday from 8 am to 9 pm and Saturday from 9 am to 6 pm. Please note that opening hours may change on holidays.
If you do not reside in any of these regions, contact can be made through the Central 0800 880 6767. Opening hours are the same every day of the week except Sundays.
Contact Telephone Postgraduate Estácio
If you have already graduated and are thinking about taking a postgraduate course at Estácio, you can find out more information about your course by calling 0800 021 3737. It is available from Monday to Friday from 8am to 8:40pm and Saturdays from 9am to 3:30pm. Opening hours may vary on holidays.
Service via apps and online
Estácio also has several services that can be resolved through its website and online communication systems, even apps. Artificial intelligence from Estácio starts a conversation whenever you need it on your website.
The app is available for download on both the iOS Store and the Play Store, and is completely free. There you can create your login and check information about your grades, activity schedule and tests.
Ombudsman Office Estácio
Estácio's Ombudsman is a communication channel that aims to answer all your questions, in addition to being open to receiving criticism and suggestions.
Always have your request in hand before speaking to the attendant, being as respectful as possible towards the professional you are going to speak to. Here is the link to access the Ombudsman Office Estácio.
Estácio on Social Media
Through social media, you can check out various news about the Institution, such as updates on its profile, information about classes, vacation periods, academic calendar and other events that this University promotes. Check out the links below:
Information on Reclame Aqui
If even with all this information you still have not had your request met, you can contact us with the Reclame Aqui website, and express the misunderstanding that occurred in your situation.
The Reclame Aqui website is a Brazilian website for complaints against companies regarding customer service, purchases, sales, products and services. It is a free service, both for consumers to post their complaints and for companies to respond to them. It is a website where consumers register their personal data and can submit complaints.
The website's privacy policy does not allow the consumer to be identified when publishing pages, as complaints are indexed by search engines and visible for consultation. Access to the data registered by the customer is only available to the company involved, to facilitate the search for a solution to the problem. Therefore, an email with the details is sent to the company involved, if it has registered to respond on the website.
Estácio is one of the fastest growing universities in Brazil and is always ready to welcome new students and contribute to their learning process. That's why you have numerous support options whenever you have new questions.
Ombudsman Office Estácio
The larger the company, the more necessary it is to establish an ombudsman to address the demands and problems of its customers. In this sense, the Estácio University also has an Ombudsman service to assist its customers in cases of complaints.
Without a doubt, consumers are increasingly demanding and companies need a specific service channel to understand their relationship with the company and, as the name itself reminds us, to listen to the customer.
What is an ombudsman?
The ombudsman is a specific body that exists within the company and plays a very important role.
This is because it is through this sector, the ombudsman's office, that the company can evaluate, identify and monitor the service standard of its staff.
In general, people end up contacting an ombudsman when they have a problem with Estácio University and the regular service, unfortunately, cannot resolve this issue.
What is an ombudsman's office for?
The ombudsman, therefore, must listen to its customers' complaints and has the duty to ensure that the demand is always investigated and evaluated in an impartial and fair manner.
Each company defines its own approach and the way the sector operates. Some, for example, end up choosing to outsource this service in order to ensure greater impartiality.
Others choose to select their own employees, who are already familiar with the company's values, exchange or return policy, and refund processes.
At the Ombudsman's Office Estácio University, you can submit compliments, suggestions, requests, complaints, statements and claims.
The interesting thing about the ombudsman is that, in addition to investigating your issue, it also has an effect on the company.
Difference between ombudsman and customer service
Many people end up wondering about the difference between the ombudsman and the SAC, or they end up getting confused when choosing which service channel is most appropriate for their needs.
Therefore, it is very important to know the difference between an ombudsman and a customer service department.
SAC, also known as Customer Service, is a channel made available by companies to meet the initial demands of a consumer.
At SAC, you can request information, clarify doubts, cancel your purchase and even make a complaint.
Please note that complaints to SAC have a time limit to be resolved: 5 days from the date your complaint is registered.
Some companies, such as telephone, energy, cable television, air or road transport companies, banks or health insurance companies, are required to offer a customer service channel through SAC.
Others, on the other hand, are not required to create this channel. However, if you really care about your service, it may be interesting to offer a customer service center.
The ombudsman's office, on the other hand, should not be your first contact with Estácio University, as it is a channel for investigating problems. In many cases, it is necessary to present the protocol number obtained from the SAC.
Watch the video below talking a little about the problems at Estácio EAD:
When to contact an ombudsman
Therefore, the answer to when to contact Estácio University's ombudsman is now quite clear.
The ombudsman should be contacted after all possibilities of negotiations and contact with the company through the most traditional channels have been exhausted.
Therefore, consider contacting an ombudsman as your last resort, as a specific channel to open a report about your problem.
Leave it until you contact the ombudsman when your problem is not resolved by customer service.
How an ombudsman works
The ombudsman, upon receiving your complaint, will receive each piece of information presented by the customer.
The employee will then check the service and see if there are any errors. If an error is found, the company will receive feedback with “corrective measures” to prevent this type of thing from happening again.
In general, the ombudsman service usually works very well! They do a very serious job and consumers usually evaluate the service as positive and, above all, satisfactory.
How to contact the ombudsman
Each company has a specific channel for the ombudsman. The ombudsman, in general, can be established by telephone or email. In the case of Estácio University , We have already made all contact channels available above.
Other forms of assistance at Estácio University
Remember that the ombudsman's office should be the last resort, precisely to open a call or an occurrence and that, in most cases, it is necessary to present a protocol.
If you want to take your complaint to court, you need to gather as much information as possible to attach to the process.
But before that, try to resolve the issue as amicably as possible. Therefore, take advantage of the company's other customer service channels and try to resolve the issue through them.
Didn't solve the problem? Contact Reclame Aqui
If you still haven't resolved your problem, a great way to contact Estácio University and force them to resolve the issue without necessarily starting a lawsuit is Reclame Aqui.
Reclame Aqui is one of the best and most efficient communication channels between consumers and companies.
There, the response rate is usually high, as is the resolution rate.
Now that you know what an ombudsman is and what it is for, you can decide whether it is the right time and channel to contact the company, or even file a complaint with Procon.
You've certainly heard of the Consumer Protection and Defense Office, better known as Procon, am I right? But after all, do you know what Procon is, what it's for and how it can help you?
Procon: What is it and how can it help you?
Procon is an institution focused precisely on consumer protection. And this is the result of movements since 1840, in the first Commercial Code.
But Procon, as we know it today, is the result of a partnership with the Department of Justice, which has a Procon unit in each state of the country.
The first Procon, however, appeared in 1976, in the city of São Paulo. Initially, Procon was called the Executive Consumer Protection Group.
With the Consumer Protection Code, in its 1990 edition, the activities of Procons spread throughout the country only became stronger.
Procon's objective is to ensure that companies, large or small, national or multinational, comply with current commercial laws.
In this way, illegal, deceptive or fraudulent activities can be monitored and corrected, thus ensuring a fair market for consumers.
Procon and the consumer protection code
Thus, Procon is based on the Consumer Protection Code, which governs commercial relations throughout the country.
This code discusses very important aspects for consumers, such as:
- Delivery time
- Product not delivered
- Misleading advertising
- Warranty Information
- Abusive practices
- Product liability
- Right of exchange
- Among other basic consumer rights
Some states, such as Alagoas, for example, provide an explanatory booklet with a given point in the Consumer Protection Code. To access this booklet, just click this link.
Therefore, all analyses and assessments are based on this consumer protection document, regardless of where the consumer lives. This is because the CDC, like the Consumer Protection Code, is valid throughout the national territory.
What is Procon for?
Now that you know what Procon is, you need to understand what it is for!
However, it seems that the information has already become clear in the previous topics. As the name of the agency itself suggests, the idea of Procon is to protect consumers from abusive practices, including those of Estácio University..
But to do this, you need to contact the agency, make your complaint and file your report. But how does this work? That's what you'll learn in the next topic!
How does Procon work?
What not everyone knows is that you can contact Procon before even purchasing a product or service! That's right! You can contact Procon even before signing a contract.
Procon, via telephone, can clarify some of consumers' doubts and thus avoid a bigger headache in the future.
If you have any questions, you can contact Procon's electronic service, which is available on number 151.
Another alternative, if you prefer, is to go to a Procon office in your city or the one closest to your home.
In São Paulo, for example, there are Procons in different neighborhoods. Some of them, for example, have appointments scheduled in advance, on the same day.
In other words, you will go through a screening process with an attendant, who will evaluate your case. Depending on how it goes, you will receive a password to return at the established time.
What can be reported to Procon
Any abusive or illegal activity can be registered with Procon through a complaint, report or demonstration.
Once your right has been threatened or violated, you can contact Procon.
You can rest assured that, in these cases, consumer data is fully protected and is not disclosed to the reported company or anyone else.
The main complaints to Procon are:
- Related to telephone services (fixed or mobile)
- Credit cards and negative name
- Problems with Cable TV Companies
- Non-delivery of products on the established date
How to file a complaint with Procon
Now that you understand what Procon is, the next step is to understand how to file a complaint with Procon.
The first step is to check which Procon unit is in your city and/or state.
Before going there, however, it is a good idea to gather all the documents you have regarding the complaint. Among them, you can use:
- Invoice
- Receipt
- Conversations via email or prints
- Protocol numbers
- Contracts
- Photos of the product if it arrived defective or broken.
If you deliver the conversations, the ideal is to deliver them printed to Procon. Therefore, arrange for the printing.
Another thing you should do before contacting Procon is to try to resolve the issue directly with the seller and/or the store supplying the product through the ombudsman and customer service.
In general, contact information is available on the website's contact tab or at the bottom of the page. You can contact Customer Service (SAC).
If the company does not resolve the issue amicably, then the next step is to deliver these documents to Procon and register the complaint.
Don't forget to present this documentation with an identification document such as ID, Passport or Driver's License and CPF.
Check it out, on the Procon SP website, details of each stage of the complaint.
Small Claims Court
In some situations, another option is to file a lawsuit in small claims court with a company and even request moral damages.
To file a lawsuit in small claims court, you do not necessarily need a lawyer. In other words, you can file the lawsuit yourself!
The first step is to gather all the documentation and go to the Court in your city. Everything that happens in the first instance is free.
On the other hand, if you need to appeal, then you will need to pay for it and you will also need a lawyer.
The compensation is limited to 40 minimum wages. In general, lawsuits take up to 120 days to be heard. If the person wins, the next step is to enforce the sentence.
The purpose of this article is only to inform you about the procedures for contacting Estácio University. We have no connection with the company and do not encourage any action. All decisions made based on this article are the sole responsibility of the reader.
Watch the video below and find out what distance learning classes are like at Estácio:
