Changes to customer service (SAC) rules by the federal government determine that companies provide the ability to cancel their services through the same service channel with which they are contracted, including messaging applications. This means that in practice, For example, services contracted by WhatsApp may be canceled by this platform.
A new decree published in the Official Gazette yesterday (2) determined that as of October this year, any company providing government regulated services will offer SAC channels the option to cancel the services on the channel. which was hired. This applies to any service.such as health plans; distribution of water, electricity, benches; plane tickets, phone and even streaming.
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Why does the federal government allow you to cancel services on WhatsApp?
Among the changes introduced in SAC by the federal government, the cancellation of services via the messaging app is one of the most important. The purpose of the decree is to diversify consumer support channels, currently limited to telephone service, to promote internet use.
In case of monitoring over messaging applications, it is determined that the request will be fulfilled with a new execution order. It must be resolved within seven calendar days from the date of registration by the customer.with the provision of information to the consumer on the processing of his request.
The new decree determines that the response to the consumer is clear, objective, precise and comprehensive, and also mandates that access to services be available 24 hours a day, seven days a week. However, this does not necessarily mean the end of ongoing telephone service. at least eight hours a daypreserving the option of contact between the consumer and a human companion.
Source: Tec Mundo
