Law n. 13.460, of June 26th 2017, sets forth basic rules for participation, protection and defense of the rights of the users of public services rendered direct or indirectly by the Public Government. The public services Concessionaires are also subject to this new rule.
This law is a complementary regulation of the Consumer Defense Code ("CDC") and to the regulatory activities rendered by the public agencies. Law n. 13.460/17 impose the following duties to the Public Government in relation to the users of their services:
- Urbanity and respect in service;
- User's good faith presumption;
- First-come-first-served services, with priority being given to the elderly and disabled;
- Equal treatment between consumers;
- Compliance with rules of ethics and conduct;
- Use of simple and direct language in customer service, avoiding foreign or legal language;
- Maintenance of adequate and accessible channels for complaints
The agencies of the Public Government and the public services concessionaires shall adapt to the new requirements provided by Law n. 13.460/17 until June 20th, 2018.
The content of this article is intended to provide a general guide to the subject matter. Specialist advice should be sought about your specific circumstances.