Osiptel approves complaint system for non-compliance by operators

The Supervisory Body for Private Investment in Telecommunications (Osiptel) approved the complaints system for non-compliance with administrative acts or decisions issued in the complaints procedure (Sisden). It will be used for the presentation and processing of complaints to Osiptel for non-compliance. of what is indicated by the Administrative Tribunal for the Resolution of User Claims (Trasu) or the operating company, in the early resolution of claims, appeals or positive administrative silence.

Through Board of Directors Resolution No. 00284-2023 published in El Peruano, it was announced that Sisden It will be mandatory for operating companies that have more than 500,000 users nationwide.; and, for operating companies that have a number less than or equal to 500,000 subscribers nationwide that have signed up for Sisden, for which they must notify Osiptel.

The mandatory use of Sisden begins on Monday, December 11, 2023 and will be maintained until the production of Stage 2 of the Interoperable System corresponding to Complaint Handling is carried out.

How can I register my complaint with an operator?

You must enter the Osiptel institutional website, where you will find the Sisden to file a complaint for non-compliance with the provisions of the Trasu or the operating company’s resolutions, or in an early solution to a claim, appeal or administrative silence. positive. The complaint can be registered in Sisden with the support of Osiptel staff.

When Osiptel receives your complaint, it will evaluate the following requirements:

1. That the complaint refers to non-compliance with what is stated in the resolutions of the Trasu or the operating company, or in an early solution to a claim, an early solution to an appeal or positive administrative silence;
2. That The deadline for compliance with the administrative act or decision, the subject of the complaint, has expired.
3. That the complaint is accompanied by proof of the agreement of the early resolution of the claim, proof of the agreement of the early resolution of the appeal, the first instance resolution whose non-execution is reported or the documents that prove the operation of the administrative silence. positive, as appropriate.

In the event that the complaint meets the indicated requirements, Osiptel assigns the respective complaint code; Otherwise, the entity must guide the user.

Companies that are obliged to use Sisden, and that they are not using it within the indicated periods, they would be incurring an administrative infraction.