The ANACOM Regulation published on 23 August reinforces the protection of users entering into, amending or terminating contracts, through establishing new requirements regarding precontractual and contractual information.
One of the main new features provided for in this Regulation is the requirement to provide a Simplified Information Sheet (Ficha de Informação Simplificada - ''FIS'') – a document that contains the most important information about each offer made available by the operator in a simple, accessible and standardised form of language - which will enable users to compare the various offers, make more informed choices and better manage their contractual relationship with operators. In the same way, a glossary of common terms has also been introduced, to be used by operators in the FIS and contracts.
Operators will have to adapt their procedures to the new rules by 23 February 2017, or do this earlier, should they so wish.
Simplified Information Sheet (FIS)
Operators will have to, free of charge:
- provide a FIS for each offer in their web pages and in all points-of-sale, with simple, transparent and easily compared information;
- before entering into a contract and in real time, the FIS regarding the offer being contracted should be provided, including all the particular conditions actually being proposed to the interested party, on paper or, if agreed, on another medium which can be saved;
- provide an updated FIS when requested by the subscriber and when contractual amendments have been made which justify the updating of the information contained therein.
The FIS will be included as part of the contracts. This file should always be provided, independently of the medium through which the contract is concluded, including sales at a distance (online or via telephone) or door-to-door.
Glossary of common terminology
The new glossary consists of a set of terms and respective definitions to be used in the FIS and the contracts, thus ensuring that the same expressions are used by the operators with the same meaning, so as to facilitate the understanding and comparison of offers by the users.
With these new rules, ANACOM is seeking to address the various problems identified when reviewing user complaints of communications services. The main objective is to systematize the information made available on offers and improve the user experience of these services.
- Regulation no. 829/2016, published on 23 of August https://www.anacom.pt/render.jsp?contentId=1417060