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Consumer disputes in telecom sector Mexican experience

Consumer disputes in telecom sector Mexican experience. Federal Consumer Protection Office. Noreli Domínguez Acosta October, 2004. Mexican Constitution (article 28). Prohibits monopolies. Consumer Protection. General Framework. Federal Consumer Protection Law.

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Consumer disputes in telecom sector Mexican experience

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  1. Consumer disputes in telecom sectorMexican experience Federal Consumer Protection Office Noreli Domínguez Acosta October, 2004

  2. Mexican Constitution (article 28) Prohibits monopolies Consumer Protection GeneralFramework Federal Consumer Protection Law The Federal Consumer Protection Office

  3. The Federal Consumer Protection Office • Services to consumers and suppliers • Verification and surveillance • Education and information Services to consumers and suppliers Services to consumers and suppliers • Counseling and consultations (more than 1 million) • Conciliation procedures (86% ended in consumers’ behalf) • Procedure for law infractions

  4. Company Number of complains Consumers complains in telecom sector Federal Commission of Electricity 15,207 Teléfonos de México (major domestic national telephone company) 14,058 Luz y Fuerza del Centro (State owned electricity company) 2,992 Galaxy Group of Mexico (Direct TV, satellite TV provider) 2,612 Elektra 1,972 ADT Security Services 1,799 Radiomovil Dipsa (cellphone Co.) 1,675 Avantel (domestic telephone Co.) 1,398 American On Line (internet Co.) 1,395 General Framework

  5. What are we doing?... Apart from the individual actions taken by consumer, Profeco is working with the suppliers that receive the most complains (wich includes telecom sector with almost 50% of compliants) through a programme call PROMECABISE (Services and products improvement programme). • Strategy for a integral solution of complaints • In a joint work with each supplier, structural causes provoking complaints are studied, • Terms and commitments are settle down for their correction

  6. What are we doing?... • In a particular case, a telephone company forced a service on consumers without their consent. As individual complains start to mount, PROFECO decided to start an inquiry on behalf of all consumers. • As a result of this inquiry the telephone company along with another telecom companies stoped this practices. • We are working in a colaboration agreement between PROFECO and the Mexican Telecom Regulatory Agency in order to find solutions at the regulatory level that can benefict consumers. General Framework

  7. Contact information The Federal Consumer Protection Office Federal Attorney for Consumer Services Office Phone (52 55) 5286 5880 e-mail: ndomingueza@profeco.gob.mx www.profeco.gob.mx

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