Companies propose amendments to make the new Customer Service Act more flexible
Posted: Wed Jan 15, 2025 8:49 am
The new Customer Service Law, which is expected to be approved in 2022 by brazil whatsapp data the Council of Ministers, aims to offer users more personalized and direct attention that improves consumer rights. Thus, its implementation will represent a real revolution for organizations and Call Centers, which is why it has already sparked mixed opinions and has even received some criticism.
Specifically, and due to the major economic and organisational impact that this could end up having on the sector - which was clearly not taken into account when drafting this Law - both associations have submitted an annex attaching the reasons for the proposed amendments.
Why are these amendments being proposed?
Firstly, one of the main reasons for complaint about this Law refers to its heterogeneity , since it seeks to unify previous legislation, but, at the same time, maintains disparate application rules between some sectors , such as the financial or telecommunications sectors.
On the other hand, both associations point out that this regulation is incomplete , because it is intended to guarantee the protection of consumers and users by senselessly excluding the Public Administration , one of the largest providers of customer service.
But the complaints against this new Law do not stop here. The contradiction in its regulations is more than evident, since, for example, it states that small companies (with less than 250 employees) are excluded from the Customer Service Bill (PDL), attributing to them, in turn, a series of obligations.
Specifically, and due to the major economic and organisational impact that this could end up having on the sector - which was clearly not taken into account when drafting this Law - both associations have submitted an annex attaching the reasons for the proposed amendments.
Why are these amendments being proposed?
Firstly, one of the main reasons for complaint about this Law refers to its heterogeneity , since it seeks to unify previous legislation, but, at the same time, maintains disparate application rules between some sectors , such as the financial or telecommunications sectors.
On the other hand, both associations point out that this regulation is incomplete , because it is intended to guarantee the protection of consumers and users by senselessly excluding the Public Administration , one of the largest providers of customer service.
But the complaints against this new Law do not stop here. The contradiction in its regulations is more than evident, since, for example, it states that small companies (with less than 250 employees) are excluded from the Customer Service Bill (PDL), attributing to them, in turn, a series of obligations.