📋 Tender Overview
Users have access to the FonoAyuda 1844, as well as the in-person customer service centers of the regulatory body deployed nationwide. OSIPTEL also provides assistance through in-person monitoring of the customer service centers of the operating companies.
Is your internet service too slow and your company does not solve the problem? Was your cell phone blocked without justification? Were you charged for a service that you did not contract? The Private Investment Supervisory Agency in Telecommunications (OSIPTEL), through its different service channels, guides and helps users throughout the country to solve any problems they may have with their public telecommunications services.
One of the OSIPTEL service channels available to citizens is the telephone. For this purpose, there is the FonoAyuda 1844, through which users can request assistance, easily and quickly, regarding problems with their services, and find out about their rights and obligations. In the first half of the year alone, FonoAyuda served 125,552 users nationwide through the telephone channel.
Another channel that users have access to is in person. To serve through this means, 23 regional offices, 13 service centers (8 in the interior of the country and 5 in Lima) and 4 service centers in the MACs located in San Juan de Miraflores (Lima), Juliaca (Puno), Moquegua and Ica, respectively, are enabled. The location of the offices, orientation centers, as well as the hours of service can be found through the following link: https://www.gob.pe/institucion/osiptel/contacto-y-numeros-de-emergencias.
We have a committed, trained and very professional team to serve you. First, we gather information about the problem that the user has with their service. Then, we manage the solution of their case with the operating companies, explained the director of User Care and Protection of the regulator, Tatiana Piccini Anton, within the framework of the campaign OSIPTEL on the field, which highlights the problem-solving role of the institution.
Piccini Anton reported that since 2023, a new model of user service has been implemented, through which it is established that all efforts must be made to manage the solution of the problems of users who go to the OSIPTEL service channels. We have developed protocols, depending on the type of user to serve them in the best possible way, she indicated.
Actions in the first half of 2024
A proof of OSIPTELs effort is that, between January and June 2024, a total of 92,826 problems reported by users were handled with the operating companies in order to assert their rights. This figure almost quadruples that recorded in the same period in 2023 (26,507).
Of the actions carried out this year, 81.75% (75,882) of cases were resolved by the operating companies. Meanwhile, according to the topic, the majority of actions dealt with problems related to billing and collection (13,859). In addition, cases were managed of users who reported problems because the company did not receive or did not send the question about the blocking of the equipment (11,672), as well as for equipment unblocking (10,370), problems in the claim procedure (9,564), service cancellation (8,700), quality of service (8,491), among others.
More channels
OSIPTEL also assists users during face-to-face monitoring of the service centers and customer service points of the operating companies, where information is collected and the performance of the companies is verified, regarding compliance with the obligations of the current regulatory framework and the attention to the problems expressed by users.
In the first half of 2024, the regulators staff provided attention and assistance to more than 15,649 users throughout the country during these monitoring sessions. For questions or doubts, the email users@osiptel.gob.pe and the institutions social networks are also available.
