:quality(85)//cloudfront-us-east-1.images.arcpublishing.com/infobae/SAUCFHP6SVHEFFMCFRPRRC5VDM.jpg "Osiptel: how to file a complaint and how long does it take?")
He Private Investment Surveillance Agency in Telecommunications (Osiptel) It is the Peruvian entity that is in charge of overseeing what telecommunications companies provide. Users can make complaints if they are not satisfied with their service, but to do so, they must follow certain steps.
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In Peru, there are more than 41 million active mobile lines. The contractual modality (postpaid) reaches 40.9%, while the prepaid modality totals 59.10% of users.
The complaints you see Osiptel They are related to billing problems, quality of service, among others. To make a complaint, people must start the procedure with the same operator and if when they get the answer, they are not satisfied, they will have to request an appeal which will go to second instance and will be seen directly by Osiptel.
After getting the answer to complaint lodged with the operatorif the user is not satisfied with the answer, he can start with the process which is evaluated by Osiptel.
1. Inside 15 working days After the response to the complaint (first instance) made in the company, an appeal must be filed with the same operator.
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2. The company will send the call to Osiptel Claims Settlement Administrative Tribunal (Trasu) within five days. The process moves to a second instance.
3. The Trasu resolves the call.
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4. Finally, the Trasu informs the user of its decision on the appeal of call.
5. The company must comply with what is resolved by the Trasu
GIVEN: Remember that you must always request your claim code to proceed.
What is the response time for a claim at Osiptel? Once the complaint (appeal) has been sent to Trasu, the response must be given within 13 working days and the notification must be made within five days.
– DAYS.
– Service or contract number.
– Reason for complaint.
– Copy of receipt
– Remember that if you have any inconvenience, you must first present the problem to the company.
There regulatory entity see several of services telecommunications companies and are:
Billing issues.
Suspension in service.
Cut or quality of service.
Failure to deliver or issue receipts.
All services must be related to the telecommunications sector, which includes fixed and mobile telephony, cable television and the Internet.
GIVEN: Claims for problems with cellular equipment, either due to malfunction or damaged parts and not wanting to be acknowledged by the provider, are considered by the indecopi.
In the event that the company does not comply with what is resolved by Osiptel, the user can file a “complaint for non-compliance” with the state entity. To do this, you can call 1844 or send an e-mail to [email protected].
What are the opening hours of Osiptel? The entity is open Monday to Friday from 8:30 a.m. to 5:30 p.m. and Saturday from 9:00 a.m. to 2:00 p.m.
Osiptel has six key functions for the benefit of Peruvians and the development of the telecommunications sector in the country and these are:
1. Regulation function
2. Regulating function
3. Oversight and sanction function
4. Dispute resolution function
5. Solutions and complaints function
6. Supervisory role
The bone rights that users have concerning the telecommunications service, according to Osiptel They are:
– Right to receive the service contract.
– Right to choose the service plan or promotion that suits you best.
– Right to uninterrupted and quality service.
– Right to keep the same number even in the event of a change of operator.
– Right to lodge a complaint.
– Right to receive clear, detailed and updated information before, during and after subscribing to your service.
– Right to receive an itemized payment receipt.
– Right to cancel the service without condition or explanation.
– Right to temporarily suspend the service from 15 to 2 months per year.
– Right to block the material and suspend the service in the event of loss or theft.