Post by account_disabled on Oct 21, 2023 2:53:31 GMT -6
SAC is the acronym that stands for Customer Service. The SAC Law exists to resolve problems with purchased products or services and concerns the communication channels that companies provide to serve their customers.
It exists to help the public resolve doubts, receive Brother cell phone list information, resolve setbacks and provide suggestions. The law guarantees this basic right for people and protects against scams and abusive and illegal practices that they may suffer from some company.
Although accessibility guidelines are already provided for in the old regulations, people with disabilities still face many challenges with non-accessible services. Therefore, the new SAC Law includes changes that guarantee more autonomy for these people. This is a major step forward in relation to the duties of companies towards their consumers with disabilities.
New SAC Law
On April 5, 2022, Decree No. 11,034 was released, which regulates the SAC Law replacing the 2008 Decree. It will come into force from October 2022 , 180 days after its approval.
Consumer behavior has changed a lot in the last 10 years. Technology and social networks continue to grow and many people are already choosing to resolve most of their everyday issues through digital means. Whether to make purchases on the internet, or to solve any problems related to them.
Since 2017, new proposals for the SAC have been discussed at the National Consumer Secretariat (Senacon) , but it was mainly after the pandemic that the need to review customer service standards became even stronger and this time, also thinking about more inclusion for people with disabilities.
What are the updates to the New SAC Law?
The old SAC Law was focused on companies' telephone customer service to respond to their customers. With the new decree, telephone calls will continue to be made free of charge , but now with omnichannel service, that is, through several integrated channels (multichannels). Including whatsapp, chatbot and email. Some of the other updates provided for in the new SAC Law are:
24-hour service:
The SAC needs to be available at all times, and at least 8 hours a day it must rely on human services to respond to customers. The rest of the time, it can be done via emails or chatbot.
More agility:
A waiting time and problem solving time will be defined. This index will be monitored by Senacon.
Mandatory menus:
No matter which communication channel the company chooses, they must all contain a menu so that the consumer can choose what they want to say. With the update, it is now mandatory for this menu to have the “complaint ” and “ cancellation of contracts and services ” option.
Prohibition of advertising:
Advertising from the company in question will not be permitted to be broadcast to anyone who has a process in progress.
It exists to help the public resolve doubts, receive Brother cell phone list information, resolve setbacks and provide suggestions. The law guarantees this basic right for people and protects against scams and abusive and illegal practices that they may suffer from some company.
Although accessibility guidelines are already provided for in the old regulations, people with disabilities still face many challenges with non-accessible services. Therefore, the new SAC Law includes changes that guarantee more autonomy for these people. This is a major step forward in relation to the duties of companies towards their consumers with disabilities.
New SAC Law
On April 5, 2022, Decree No. 11,034 was released, which regulates the SAC Law replacing the 2008 Decree. It will come into force from October 2022 , 180 days after its approval.
Consumer behavior has changed a lot in the last 10 years. Technology and social networks continue to grow and many people are already choosing to resolve most of their everyday issues through digital means. Whether to make purchases on the internet, or to solve any problems related to them.
Since 2017, new proposals for the SAC have been discussed at the National Consumer Secretariat (Senacon) , but it was mainly after the pandemic that the need to review customer service standards became even stronger and this time, also thinking about more inclusion for people with disabilities.
What are the updates to the New SAC Law?
The old SAC Law was focused on companies' telephone customer service to respond to their customers. With the new decree, telephone calls will continue to be made free of charge , but now with omnichannel service, that is, through several integrated channels (multichannels). Including whatsapp, chatbot and email. Some of the other updates provided for in the new SAC Law are:
24-hour service:
The SAC needs to be available at all times, and at least 8 hours a day it must rely on human services to respond to customers. The rest of the time, it can be done via emails or chatbot.
More agility:
A waiting time and problem solving time will be defined. This index will be monitored by Senacon.
Mandatory menus:
No matter which communication channel the company chooses, they must all contain a menu so that the consumer can choose what they want to say. With the update, it is now mandatory for this menu to have the “complaint ” and “ cancellation of contracts and services ” option.
Prohibition of advertising:
Advertising from the company in question will not be permitted to be broadcast to anyone who has a process in progress.