Telephone-Bill Crackdown Looms for Carriers: Corporate Brazil
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Brazil is stepping up efforts to improve mobile-communication services, the biggest source of consumer complaints, by letting users go online to cancel service and by making billing easier to understand.
Phone regulator Anatel will vote on new rules for customer service next month, said Joao Rezende, the agency’s president, in an interview. Difficulty canceling accounts, billing disputes and bad customer service make up 78 percent of 2.1 million gripes filed from January to August this year, according to Anatel. Oi SA would be hardest hit by new rules, according to Coinvalores, since its customers complain the most -- twice as much as users of market leader Telefonica Brasil SA.