Companies such as Claro, Movistar, Entel and Bitel had been serving users with outdated regulations that only regulated the attention of complaints by in-person or telephone means. Greater predictability for the user will allow them to choose the service better and raise the bar in the market.
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The Supervisory Body for Private Investment in Telecommunications (Osiptel) updated the Quality Regulation of Service to Users of Public Telecommunications Services to include customer service through digital means.
Through Board of Directors resolution No. 00333-2023-CD/OSIPTEL, the regulatory body warned that, although users of operating companies can carry out procedures or queries through digital channels, there is no clear regulation for this purpose.
“The current Quality Regulation of Service to Users of Public Telecommunications Services only regulates service through in-person and telephone channels; therefore, provisions are required to be established to have adequate service in digital channels,” he points out.
Likewise, Osiptel explained that the Quality Regulation of Service to Users of Public Telecommunications Services has been in force for 10 years and, although progress has been detected in the results obtained by the operating companies in the quality indicators of attention, “it is necessary to reduce user dissatisfaction with the care received.”
“As well as empowering citizens with information about the main levels of quality of care they receive through the comparison of results of the operating companies, contributing to this,” continues Osiptel.
Another objective passes because the user is better informed and can choose the service provider that they consider most appropriate and at the same time “generates incentives for operating companies to improve the quality of care they provide to their users.”“.
The aforementioned regulation was previously submitted to the comments of the operating companies, the Ombudsman’s Office, the Ministry of Transport and Communications (MTC) and other interested parties.
Written and digital press journalist, graduated from the Federico Villarreal National University (UNFV). Currently, in La República, where he writes about economics, with emphasis on hydrocarbons, mining and social conflict.
Source: Larepublica
Alia is a professional author and journalist, working at 247 news agency. She writes on various topics from economy news to general interest pieces, providing readers with relevant and informative content. With years of experience, she brings a unique perspective and in-depth analysis to her work.
