In April 2016, ANACOM launched the "ANACOM Alerts" initiative, aiming to improve the information provided to consumers on specific sector subjects of interest, reflecting the main issues raised in complaints.
With a duration of 6 months, this initiative involves the weekly publication of themed alerts in the newspapers Correio da Manhã (Saturday) and Jornal de Notícias (Sunday).
The first alert, published on 9 and 10 April, was as follows:
Cancelling communications contracts is simple
- Before cancelling, find out from your operator whether you are subject to a lock-in period.
- Make the cancellation request in writing to your operator, indicating your customer number and the service you want to cancel.
- You may have to present an identification document if your operator does not have a copy.
- Your provider should confirm your cancellation within 5 working days.
ANACOM also began to working with Jornal de Notícias in its "Consumer Tips", writing this week about lock-in periods in communications contracts:
A contract lock-in period is a period during which the customer agrees to maintain a contract with a telecommunications operator and to pay a penalty if cancelling the contract before the period has ended. In return, the operator offers contractual benefits.
Be aware!
Before contracting a service, check if there is a contract lock-in period and how long it lasts.
Before accepting a discount or promotion from your service provider, before changing tariff or address, check whether you will be subject to a new contract lock-in period.
Before cancelling your contract, check with your current operator to see if it is subject to a lock-in period, and if so, on what date and what benefit you received; check what penalty you will have to pay if you want to cancel the contract before the lock-in period ends.
It is the operator who has to demonstrate that a penalty is due. If you do not have the agreement where you committed to a contract lock-in period, ask your service provider for a copy.
If you do not agree with your operator, refer to an arbitration centre.
Consult:
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Alertas ANACOM - Correio da Manhã, 09.04.2016
(PDF 367 KB)
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Alertas ANACOM - Jornal de Notícias, 10.04.2016
(PDF 42 KB)
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Dicas ao Consumidor - Jornal de Notícias, 11.04.2016
(PDF 232 KB)
