The National Telecommunications Agency (Anatel) was elected in the category “quality of customer service”
Last week, the National Telecommunications Agency (Anatel) won the Best Practices award at the 2021 Latin American Telecommunications Regulators Forum (Regulatel). December 2nd and 3rd. In its presentation, Anatel emphasized the innovation brought by the ombudsman, being a new instance for receiving complaints from consumers who had previously registered demands with their providers, but were not met in a complete or efficient manner. Brazil competed with other countries such as: Colombia, Mexico, Peru and the Dominican Republic.
Last year, Anatel also won the Best Practices contest in the “quality of attention to the user” category, presenting the launch of the “Anatel Consumidor” platform.
Cristiana Leão, Request Handling Manager (RCTS), from the Consumer Relations Superintendence (SRC), Pryscilla Oliveira, from the Institutional Interactions, Satisfaction and Consumer Education Management (RCIC) and Andrea Grippa, advisor to the International Advisory, represented Anatel at the event. After the presentations, voting was carried out by the regulators themselves and Anatel was elected in the category “quality of customer service” among the projects considered most relevant.
At the event, Anatel highlighted that this new instance (the ombudsman) aims to improve the relationship between consumers and the largest providers in Brazil, having in addition to its own structure, an ombudsman exclusively dedicated to this function and directly linked to the presidencies of the operators. The ombudsmen must produce reports on the complaints received and their causes, which are forwarded to Anatel, and must also propose improvements in processes and mitigation of conflicts with users.
The contest for Recognition of Good Regulatory Practices has been held annually since 2014, and is considered one of Regulatel’s main activities. The award will be made official at the next Regulatel plenary meeting, which will take place, virtually, in December.