Mexico. The Federal Institute of Telecommunications, IFT, made available to interested parties the most recent report on the disagreements received through the Soy Usuario system, the Internet access platform that allows a pre-conciliation process between service providers and their users.
During the period between February 1 and April 30, 2016, the Soy Usuario system received 3,147 non-conformities, of which 33.1% correspond to mobile telephony service, 30.4% to the Internet, 19.7% to pay television, 16.5% to fixed telephony and 0.3% to radio or trunking service.
It should be noted that of the total nonconformities received, 62.4% corresponded to service failures, followed by the problems of charges, balances and bonuses (13.4%), and portability (9.5%), mainly.
Of the service failures indicated, 43.4% correspond to the internet, 21.5% to mobile telephony and 20.4% to the pay-TV service, among others.
Of the 3,147 nonconformities presented in the reported period, 66.2% (2,082) were attended by the company; 16.2% are in the process of being resolved; 10.5% were sent to the Federal Consumer Prosecutor's Office (Profeco) by the user; 3.8% were cancelled for duplicity; 2.4% were discarded due to lack of user response and 0.9% correspond to advice provided by the IFT.
Mobile phone service providers provided a response that ends the nonconformity in an average of 5.3 business days, while for fixed services the average is 10 business days.
Of the 2,082 nonconformities attended, which had a response from the operators, 506 (24%) were rated by users, where 341 were rated as satisfactory and 165 as unsatisfactory, in percentage terms. It is important to note that once the company gives a response that puts an end to the disagreement, the user has the option to enter the system and indicate if he is satisfied, if he is dissatisfied or if he wishes to request the intervention of Profeco. The cases that were not qualified, refer to those in which the interested party no longer returned to the system to grant a response.
The Soy Usuario tool was designed jointly by the IFT and Profeco and aims to be a means of pre-conciliation, through which interested parties can directly send their complaints to service providers; companies must offer a solution and, if it is not satisfactory; those interested can request the support of Profeco. The tool can be consulted on the IFT website, in www.ift.org.mx, in the Users and Audiences tab/Raise your complaint I am a User. Some of its main advantages are the following:
- Responsive tool, that is, it can be consulted from any mobile device without the need to download.
- Permanent access to the tool for the entry and monitoring of their disagreements.
- Automatic receipt of notifications to email and, if requested, to the mobile phone.
- Tool with accessibility functions.
- Facility to request the intervention of Profeco, in accordance with its attributions.
- Constant monitoring and support of the IFT.
