(COLOMBIA) Usuarios de servicios de comunicación tendrán nuevos beneficios en 2018

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Contratos sin ‘letra pequeña’, compensación de las horas en las que el servicio se no se encuentre disponible y un curso gratuito para conocer los derechos que se tiene como usuario, hacen parte de las novedades que vendrán el próximo año.

La Comisión de Regulación de Comunicaciones (CRC) recientemente comunicó las novedades que tendrá el régimen que protege a los usuarios de servicios de comunicaciones para 2018. “Dicha actualización atiende a las particularidades y necesidades del mercado de los servicios de telefonía, internet y televisión cerrada en Colombia”, aclaró la entidad.

Conforme a lo anunciado por la CRC, los cambios hechos están enfocados en garantizar el suministro de información detallada sobre planes, condiciones de facturación y medios de control de consumo, todo esto con el fin de orientar al usuario sobre el servicio que quiere adquirir antes de firmar el contrato.

Es por lo anterior que una de las actualizaciones será la eliminación de la ‘letra pequeña’ en los contratos de servicios fijos y la simplificación de los mismos. El nuevo formato diseñado para la contratación de este tipo de servicios reduce la cantidad de hojas, que especifican las características del servicio, a una sola.

Por otra parte, si un usuario no cuenta con la disponibilidad del servicio de telefonía o internet, por lo menos durante dos horas y media, tiene derecho a exigir la compensación de las mismas.

Otra de las novedades que anunció la CRC es que el operador no puede cobrar a los usuarios por el adelanto de trámites cuando este presente soportes de peticiones, quejas, reclamos, recursos (PQR), acuda a los medios de atención o adelante cualquier otro trámite relacionado a la protección de sus derechos.

La disponibilidad de atención telefónica debe estar presente 24 horas del día y siete días a la semana para PQR relacionadas a soporte de hurto o pérdida del celular. De igual forma para fallas en el servicio y activaciones.

Sumado a lo anterior, los prestadores del servicio deberán incluir gráficas a las facturas con el histórico de consumo de los usuarios, para que estos puedan compararlo durante los últimos seis meses.

La eliminación del mecanismo de atención por medio de un mensaje de texto con la palabra ‘queja’ al 85432 y la posibilidad de calificar la satisfacción del usuario hacen parte de las actualizaciones que se suman a esta lista.

Los usuarios también tienen a su disposición un portal web diseñado para facilitar la consulta y conocimiento de los principios y reglas al momento de contratar servicios de comunicación. En la misma página también se dispuso un curso virtual gratuito para que todos los interesados aprendan sobre sus derechos y eberes en esta materia.



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