Telecom Regulator: Who Qualifies and What You Get
Learn how to resolve service quality issues with your internet, phone, or TV provider using this official regulatory process.
The Telecom Regulator is a formal process that helps citizens resolve disputes and service quality issues with their telecommunications providers.
Who it's for
This scheme is designed for any individual who uses telecommunications services. If you are a consumer of internet, phone, or TV services and are experiencing ongoing problems, you are eligible to use this regulatory oversight to seek a resolution.
What you get
Through this process, you can seek the resolution of service quality issues. This is meant to address problems where the service you are receiving does not meet the standards expected from your internet, phone, or television provider.
What it costs you
There is no monetary fee to use this regulatory service. However, it does require your time and documentation. To be eligible to use this channel, you must provide proof that you have already filed an initial complaint directly with your service provider to try and fix the problem themselves first.
The catch to know
The most important thing to remember is that you cannot go straight to the regulator without a record of your first attempt. You must always ask your telecom company for your "Protocolo de atendimento"—which is the official service protocol number—during your initial complaint. Without this specific number, you will likely be unable to proceed with your claim through the regulator.
How to apply
- Contact your telecom service provider directly to report your service quality issue.
- Request and save your official protocol number (Protocolo de atendimento) from the company.
- Visit the official consumer portal to start your formal complaint.
- Enter your service details and the required protocol number to submit your case.