22 agosto 2009

Cliente poderá reclamar via internet de call centers

Quem se sentir prejudicado pelos serviços de atendimento dos call centers poderá, a partir de hoje, relatar suas queixas pela internet diretamente ao Ministério da Justiça.

Um link, que ficará instalado na página inicial do site do órgão (www.mj.gov.br), vai permitir ao cidadão descrever o tipo de irregularidade cometida no atendimento, como ligação interrompida, gravada, transferida excessivamente ou demora de mais de um minuto.

O consumidor precisará cadastrar seus dados pessoais e repassar o número de protocolo do atendimento que motiva a reclamação. As informações repassadas pelos clientes visam ajudar a Secretaria de Direito Econômico a monitorar o funcionamento dos call centers e, eventualmente, adotar medidas contra as empresas.

As reclamações, contudo, não serão analisadas individualmente, como nos Procons.

Há três semanas, o SNDC (Sistema Nacional de Defesa do Consumidor) ajuizou ações cobrando da Claro e da Oi/Brasil Telecom R$ 300 milhões (de cada uma) por danos morais coletivos. As companhias admitiram ter problemas para se adequarem às novas regras.

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