Tip:
Highlight text to annotate it
X
Procon Campinas is 31 years old, it was created in 1977.
Together with Procon São Paulo these are the oldest offices in Brazil.
The Consumer Protection Agency.
Panzine: Did you ever use Procon? Why did you do it?
Yes I did, because I had problems with my telephone bill.
And tired of calling the operator several times and listening to URA…
...Audio Response Unit.
To whom you complain, and complain and nothing is done about it.
They have a small number of tellers to help costumers, that's not right.
When you go to a supermarket for shopping, it'a always full.
Always try to negotiate with companies. If not, the consumer can use the law.
In my opinion Procon really works
I got really tired of making complains, so I did go to Procon to solve the issue.
I had to wait for 1/2 hour, when I was attended they immediately call the phone company…
…and solved my issue.
We notify the companies electronically giving them 5 days to resolve the issue.
We suggest both sides to solve the issue amicably.
We noticed that 90% of the cases are resolved .
We have a specific software to to help us process these cases.
It was developed in one year and half, it registers complains/companies electronically.
Procon's efficiency has a limit, though.
It depends on the company intentions in having a good image with its consumers.
In that particular way they follow Procon's suggestions.
Otherwise the only way for costumers to obtain their rights is enforcing the law.
The 90% of resolved cases - from 30.000 we resolved 27.000…
…shows Procon's mission of harmonize, balance, solve and work towards fairness.
The majority of complaints are related to essential services.
Telephone companies, hydro and energy, airlines, transportation.
Financial and banking services are also in our list.
I was amazed about how fast they've solved my phone matter.
I thought I had to fill some forms and wait for days to be heard.
Because I had made so many complains about it, they helped me to resolved it.
A phone call from a Procon rep and the issue was resolved instantly.
That means that one in three consumer complains about essential public services.
You got it? I'm clerical worker and I deal with the public, you need to give them attention.
Public departments ended up misinforming the general public.
The legislations is clear about business owners rights and duties.
Mechanisms to enforce the legislation efficiently are needed.
We don't need more regulation, we need to be more efficient about these issues.
I also had a problem with a consumer, but I didn't have problems with Procon.
We contract to photography a wedding, but the consumer wanted more.
She said we had arranged something else. She then took the matter to Procon.
After speaking with the agency rep, nothing was wrong, and that's it.
I was questioned about the matter, I had nothing to hide and it was resolved.
After many public hearings in 2008, a decree was signed by President Lula.
It was signed on July 30 of the same year.
I believe these new rules are well intended to improve consumer services.
The first rule says the companies must have a 0800 line for consumers.
The consumer should wait no more than a minute to be answered.
In the case that the matter is not solved by the rep who answers the costumer call,
one transference call is allowed to have a supervisor dealing with that matter.
I believe the new rules are a little too tough. We must observe it and give time.
Otherwise it will become an innocuous law, flexibility is needed in this case.
Panzine: You have a business, do you care about your costumers? Complains?
I'm entrepreneur and I care about my business. I always have to watch out.
I pay attention to give my best to have a triple A done job for my clients.
I sent my laundry machine to be repaired but it took too long to fix it.
I had to call Procon to be able to have my machine back.
Everybody believes that Procon will solve all of their problems.
That's not true. They do what they supposed to do; no more no less.
The consumer relations should be fair. There is not a consumer squad out there.
Specialized in tricking store owners.
There is not a company squad to rob the consumers either.
I believe that one day consumers and companies will be fair to each other.
We're interdependent, and I believe we should respect the rights and duties.
I expect that the relation between the two sides to be fair.
I pay for a service with quality, if not give a discount or refund me.
I believe in the law, which should be ideal. But in reality that's not real.
The theory is something, the reality presents us with a different version.
So keep your eyes wide open.