Brazil, with all the things it does wrong, has a very good Consumer Law and regulating agencies (for public interest services like utilities, health, etc..)
The regulating agencies have very user friendly digital channels for the population to complain about companies, specially if they use sludge tactics (which are specially forbidden by the consumer law).
My modus operanti is usually try to contact the company once to solve my problem, and if not possible, I'd open a complaint on the regulating agencias. Usually under 5 working days the company would call me with a very knowledgeable agent, a can-do attitude and the problem is solved quickly.
Each complaint got by the regulated companies will count towards substantial fines at the end of the year (usually into millions of USD).
And this is key, because decisions at companies are always driven by impact, by having those fines, the government gives them a very objective way of measuring the benefit of good service.
Comments
Brazil, with all the things it does wrong, has a very good Consumer Law and regulating agencies (for public interest services like utilities, health, etc..)
The regulating agencies have very user friendly digital channels for the population to complain about companies, specially if they use sludge tactics (which are specially forbidden by the consumer law).
My modus operanti is usually try to contact the company once to solve my problem, and if not possible, I'd open a complaint on the regulating agencias. Usually under 5 working days the company would call me with a very knowledgeable agent, a can-do attitude and the problem is solved quickly.
Each complaint got by the regulated companies will count towards substantial fines at the end of the year (usually into millions of USD).
And this is key, because decisions at companies are always driven by impact, by having those fines, the government gives them a very objective way of measuring the benefit of good service.