In order to improve the service of telecommunicationsthe Telecommunications Investment Supervisory Body (Osiptel) published the update of the standard on conditions of use in the sector to empower mobile, fixed telephony, pay television and internet users.
In this way, the provisions of services that are no longer in use by users, such as voiceover, payment cards, subscriber guides, telephone number directory, voice box, among others, are eliminated.
In addition, the deadline for the migration process before the operating companies is modified so that it is executed on the date established by the subscriber, so there will no longer be a wait until the next billing cycle. The period for canceling the service also decreased from five business days to one business day.
Another modification is the range for SIM replacement and mobile service phone number recovery between one and four hours, counted from the subscriber’s identity verification. It should be noted that the operator is prohibited from receiving chip replacement requests through a channel other than in person or through a mechanism that has been approved by the regulatory entity.
Likewise, various regulatory processes are made more flexible. For example, for procedures classified as medium or low criticality, the operating company will allow the subscriber to have an authorized contact so that they can represent them, without the need to have a power of attorney legalized before a notary or justice of the peace.
In the procedures and contracting of services, with the exception of mobile phones, companies will determine their mechanisms for both identity validation and obtaining the expression of express will of the subscribers. To do this, companies must send a list of their contracting mechanisms within 80 calendar days, counted from the publication of this standard.
In order to protect the rights of users, companies are also required to return amounts paid improperly, in excess or in advance, and will not require the subscriber to request it in advance.
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