Fonte: ANEEL
The National Energy Agency (ANEEL) fined 16 distributors for breach of telemarketing quality indicators defined by Normative Resolution No. 393/2009. The standard establishes conditions of service by Call Center (TAC) of concessionaires and resellers of electricity distribution and was incorporated by Normative Resolution 414/2010 . The penalties imposed by the review were maintained by the executive board of the Agency, at the last public meeting of the board (05/24).
The inspection was performed on the values established between September and December 2009, four months after the entry into force of the limit specified in regulation. According to the resolution, the distributor must meet three quality indexes* for the abandonment of the connections, unavailability of busy lines and service levels (service volume).
The distributor, subject to the provision of personal services through service stations must offer toll-free call, regardless of the connection coming from landline or mobile phone service provider. The call should be answered until the second ringing of the phone and should generate a protocol number for monitoring of the applicant. All municipalities served by the utilities should have access to telemarketing, which must be available 24 hours, every day of the week.
The indicators for 2010 have already been established by the Agency and are currently under audit by the inspection area. (FA / GL)
See table below with the companies fined and indexes breached per month.
| Company | Limits transgressed in 2009 (months) | Fine |
| Ampla | IAB, ICP and INS November and December | BRL 692,455.78 |
| AES SUL | INS and IAB September-December | BRL 508,750.71 |
| CAIUÁ | INS and IAB October-December | BRL 12,102.04 |
| CELESC | INS September and December and IAB December | BRL 84,686.30 |
| CELTINS | ICO October and November | BRL 13,333.23 |
| CEMAR | ICO September-December | BRL 30,150.89 |
| CNEE | INS September-December and IAB October-December | BRL 7,852.53 |
| CERON | INS and IAB September-December | BRL 180,670.76 |
| COELBA | INS and IAB September to November, and ICO October and November | BRL 448,536.91 |
| COELCE | ICO December | BRL 420,971.64 |
| COSERN | INS, IAB and ICO September and October | BRL 239,986.70 |
| EDEVP | INS September-December and IAB October-December | BRL 11,162.33 |
| ELETROPAULO | INS September and November, IAB September, and ICO November | BRL 280,573.92 |
| EEB | INS and IAB October-December | R4 10,440.74 |
| RGE | INS and IAB November and December | BRL 120,707.41 |
| SULGIPE | INS September and October and ICO December | BRL 28,745.65 |
*Service Level Index (INS)* – the ratio between the number of calls answered within 30 (thirty) seconds and the total calls received, in percentage terms. It must be greater than or equal to 85%.
Dismissal Index (IAB) – the ratio between the total number of calls abandoned when during more than 30 (thirty) seconds and the sum of the total of calls and total calls abandoned when during more than 30 (thirty) seconds, in percentage terms. It must be less than or equal to 4%;
Busy Call Index (ICO) – the ratio of total calls and total busy calls offered, in percentage terms. It must be less than or equal to 4%.
