Colombia. In order to guarantee the provision of public telecommunications and postal services during the Health Emergency, extended by the Ministry of Health and Social Protection until August 31, 2021, the CRC, through the issuance of Resolution CRC 6315, extends the validity of some of the transitional measures issued to provide, from its functions, to the mitigation of the spread of the COVID-19 coronavirus.
Among the measures that are extended until August 31, 2021, the following stand out:
The modification of the telephone service schedule to allow the user to submit any petition, complaint, claim or resource (PQR) through the operator's toll-free telephone line, between 8:00 AM and 6:00 PM, 7 days a week. In any case, the attention of: i) Report of theft and / or loss of the cell phone is guaranteed 24 hours a day, 7 days a week; (ii) Recharge activations; and (iii) Failures in the provision of the service.
Given the exceptional conditions for the provision of services during the pandemic, postal service operators must inform users at the time of contracting the service, the impacts derived from the contingency in terms of the coverage they have, the hours of operation at the points of attention to users and provision of the service that are available, the estimated delivery time of the postal object to be sent, the rates and the procedure for the attention and processing of the PQR and the requests for compensation.
Express courier operators must offer the service of home collection of postal objects, when required by the sending user.
The guarantee of the right of users to reject shipments, even if they are in their name, for which postal operators must record the rejection and the reasons.
The obligation of postal operators to continue receiving, processing and responding to any PQR, opting for the use of a website, telephone line, and any suitable mechanism provided for this purpose, other than the points of attention to users. The guarantee of minimum coverage of the universal postal service provided by 4-72 during the health emergency, with a minimum weekly frequency in all municipal capitals.
To verify that both telecommunications network and service providers and postal operators provide services continuously and efficiently at all times, the CRC and the Ministry of Information and Communications Technologies may require the information it deems relevant for adequate follow-up.
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