Tim expands coverage and seeks out former customers eligible for compensation after agreement signed with Anatel
Anatel starts the week advertising results of its first Conduct Adjustment Agreement (TAC) signed with a mobile phone operator, in this case Tim. The company presented the first results of the out-of-court settlement signed with the state agency, which included compensation for customers and expansion of its coverage
The term
The Conduct Adjustment Agreement is a public administration tool to enforce the correction of illegal behavior or collective harm, as a way of avoiding legal action. In it, the parties enter into commitments aimed at repairing the problems caused by irregular measures and decisions.
In the TAC with Tim, Anatel focused on topics such as quality, expansion of access, user rights and guarantees, and monitoring. In this first round of results, the operator presented the expansion of its coverage to 210 new municipalities — 10 more than expected in the out-of-court agreement for this period.
Of these, 131 are in the Northeast region, and 75 in the Southeast, exclusively in Minas Gerais. The benefit, according to the National Telecommunications Agency, will reach 2,6 million people impacted in areas that, until now, did not have 4G connectivity due to the low regional density, in most cases less than 30 thousand inhabitants.
Compensation for undue charges
Have you ever received an undue charge on your bill or a credit discount without your permission? The agreement between Tim and Anatel also provides for adjustments in this regard. The state-owned company announced that at least R$500 has already been returned — but another R$813 will go to the Diffuse Rights Defense Fund since a portion of the company's former customers could not be identified.
Tim also provides, one page where — through CPF or CNPJ — the former customer can check whether he has credits to receive by virtue of the Term. Anatel also informs that the operator has been advertising this service in the media, to publicize the compensation action.
Term provides for other adjustments
These results only involve the first adjustments made between Tim and Anatel. Another stage sets the target of 140 more municipalities to be served by the operator by the end of 2022 — but the telecom announced that it will shorten this deadline to December of this year.
The first year of the agreement also led Tim to improve call routing control systems, which should improve routes for emergency services, for example. If the operator fails to comply with clauses of the Conduct Adjustment Agreement, Anatel itself may apply fines.
Interested parties can follow the following links to documents of the signed Agreement, complete reports of the first year of validity, and Anatel's transparency data for monitoring the agreement:
- Conduct Adjustment Term — Tim and Anatel
- Disclosure of Results of the first year of validity of the TAC with Tim
- Tim TAC Data Dashboard
More transparency in the sector
It is worth remembering that Anatel recently changed the Strategic Plan in force until 2024, including new metrics aimed at greater transparency of data in the mobile telephony sector. These indexes will consider complaints, positive reviews, problem resolution, and others in the customer-company relationship.
Another initiative by the telecommunications authority was the dissemination of the Mobile Coverage Panel. Useful for users to monitor coverage evolution, with blind spots and filtering by operators, and also inclusive for formulating public policies for the sector.
Image: Fabian Horst/Wikimedia Commons/CC
