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Learn how to claim for problems with telephone, cable or internet services | News

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Learn how to claim for problems with telephone, cable or internet services | News

Faced with unexpected failures in the proper functioning of public services of fixed or mobile telephony, cable television or internet, the Supervisory Agency for Private Investment in Telecommunications (Osiptel) urged users to immediately present a quality claim before operating companies.

As explained by the Director of User Attention and Protection, Tatiana Piccini, unexpected service cuts, intermittence or loss of signal and even the impossibility of sending or receiving text messages or calls must be communicated to the operating company through any service channel to receive the appropriate solution.

“Users have the right to have an uninterrupted and quality service. If this is not met, they should contact the operating company and generate a quality claim. In addition, the company has to give them a claim code to follow up on the case, ”the official highlighted.

In this sense, the operating company will have up to three business days to resolve and five business days to notify users of the solution.

If users do not agree with the company’s response, they have up to 15 business days to appeal the decision to the same company, which must send this appeal to the TRASU (Administrative Tribunal for the Solution of User Claims) of Osiptel.

What to do in the event of breakdowns that require a technical visit from the service?

If the malfunction of the telecommunications service requires the visit of a technician to the home, users must file a claim for breakdown with the operating company, which will have to generate an identification code.

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“In the case of urban areas, the claim for breakdown must be attended by the operating companies within a maximum period of one calendar day. In the case of rural populated centers, companies must attend the claim for breakdown within a maximum period of two calendar days, ”explained Piccini.

The solution to the claim for breakdown will be accredited by the operating company through the repair certificate or through a mechanism that demonstrates the express agreement of the user to the repair carried out.

“The operating company that does not have the express agreement of the user to the repair carried out or that does not solve the claim for breakdown within the established period, will automatically generate a claim, which will have the same identification code as the one assigned at the time of the initial claim due to breakdown ”, warned the Osiptel official.

With this, the operating company will be obliged to create a file and the terms of three business days to resolve and up to five business days to notify the user of a solution will be applied.

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