Under the "ANACOM Alerts" initiative, launched to strengthen the information that ANACOM makes available to consumers on specific sector issues, reflecting the main issues raised in complaints, the following article was published on 21 May (Correio da Manhã) and 22 May (Jornal de Notícias):
Having problems with a communications provider?
- First of all, contact the provider, through one of its retail outlets or using one of the contact methods which providers are required to disclose on their websites.
- If you cannot solve the problem, make a complaint in writing, clearly describing the problem and what your aims are in making the complaint. Keep all related documentation.
- If the provider still does not solve your problem, refer to a Centro de Arbitragem de Conflitos de Consumo (Consumer Disputes Arbitration Centre). It's faster, cheaper and just as safe as the courts.
This week’s section on Radio Renascença will air on 24, 25 and 26 May between 5 pm and 6 pm, in the 1st position of the block, as follows:
Did you know that it’s possible to contract communications services by telephone?
In this case, the provider is required to provide you with the applicable contractual conditions, so that you can keep them for reference.
You will only be committed to a contract after giving your written consent (unless the telephone contact was made on your initiative).
After concluding the contract, you have 14 days to cancel without penalty.
If you asked for the service to begin within these 14 days, you can still withdraw, but you will have to pay an amount proportionate to the service that was provided in that time.
If you want to cancel the service, do so in writing and keep proof.
Value added SMS/MMS messages is the subject of today's "Consumer Tips" item published in Jornal de Notícias (23 May), with ANACOM's collaboration:
Value-added SMS/MMS. Be aware that:
1. These are messages with information, entertainment content, etc., usually subscribed to by sending a short message to a certain number (beginning with 61, 62, 68 and 69) or via the Internet.
2. You pay to receive these messages – a payment will be deducted from your account balance or charged to your mobile telephone service bill.
3. Attention! These messages may only be charged if you have previously received a free message with information about the service and have confirmed your subscription.
4. Services which involve sending more than one message (62) and services with erotic or sexual content (69) must be barred by your mobile phone service operator by default. To access these services, you need to make a specific request to your operator in writing.
5. If you are charged for messages which you have not requested, the first thing to do is to complain to your mobile telephone service operator.
6. Non-payment of value-added SMS/MMS messages cannot lead to suspension of the mobile telephone service.
Consult:
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Alertas ANACOM - Correio da Manhã, 21.05.2016
(PDF 238 KB)
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Alertas ANACOM - Jornal de Notícias, 22.05.2016
(PDF 768 KB)
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Dicas ao Consumidor - Jornal de Notícias, 23.05.2016
(PDF 409 KB)
