CONSUMER LAW | SENACON EVALUATES THE CUSTOMER SERVICE DECREE AND DISCUSSES UPDATE PROPOSAL

The National Consumer Secretariat (“SENACON”) has been implementing efforts in the review and update of the “Customer Service Decree” (Federal Decree No. 6,523 / 2008- which sets general rules on the Customer Services) within the scope of the National Council for Consumer Protection.

Recently, SENACON held a Workshop to publicly discuss the revision of the Customer Service Decree and to present the results of the evaluation conducted by the current decree (UNDP consultancy). The meeting was attended by representatives from the government, PROCONs and regulatory agencies.

Briefly, the update proposal of the Decree will seek to implement incentives that ensure not only customer service agility, but also provides multiple channels of communication (like chatbot) and solving the complaint itself, based on transparency, accessibility, free services, consumer privacy and security. According to the proposal, the telephone channel must be available for emergency assistance and for low-income consumers, as claimed by regulations that will be prepared.

The new draft for the SAC Decree is not yet available to the public, but one of the new features is a new parameter of the quality of customer services: the level of effectiveness of problem solving, evaluated from an index that will consider the following factors:

(i) The volume of complaints;
(ii) The percentage of non-repetition;
(iii) Evaluation by the consumers;
(iv) The withdrawal from customers in relation to records; and
(v) The degree of judicialization in relation to the root cause of those manifestations at each time interval. 

Source: The mentioned Workshop is available on the Ministry of Justice and Public Security’ s Youtube channel.