Operadoras autorizadas reinician sus actividades en atención presencial y virtual

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Las empresas de telecomunicaciones que cuenten con la autorización del Ministerio de Transportes y Comunicaciones (MTC) para el reinicio parcial o total de sus actividades, comenzaron a brindar sus servicios.

Cabe indicar que dicho sector fue contemplado dentro de la Fase 1 de reactivación económica establecida por el gobierno. Así, su fase operativa se inició ayer 18 de mayo “siempre que cuenten con la autorización de la entidad y el registro en el SICOVID”.

¿Qué servicios brindarán?

Mediante una resolución, el Osiptel dispuso para aquellas empresas operadoras que hayan obtenido la autorización para el reinicio parcial o total de sus actividades, las siguientes reglas:

1) Los usuarios o abonados que registren problemas de calidad e interrupción del servicio serán atendidos a través del canal telefónico o a través de su página web, cuando corresponda.

2) Los reportes de sustracción o pérdida de equipo terminal, las solicitudes de migración de plan tarifario, suspensión temporal del servicio y baja del servicio se reciben vía canal telefónico.

3) Se habilita a las empresas operadoras a la atención de las solicitudes de reposición de SIM Card y recuperación de equipo terminal para lo cual deben utilizar los mecanismos de validación de identidad previstos para la contratación de servicios públicos móviles, descritos en el referido Protocolo Sanitario Sectorial.

4) Para el caso de visitas a los lugares de instalación o prestación del servicio, las empresas operadoras de los servicios públicos de telecomunicaciones deben seguir el referido Protocolo Sanitario Sectorial y el “Plan para la vigilancia, prevención y control de COVID-19 en el trabajo”.

5) Para la atención de la solicitud y contratación de la portabilidad numérica del servicio público móvil y el servicio de telefonía fija, las empresas operadoras deben cumplir con las disposiciones sobre contratación del servicio establecidas en el artículo tercero de la presente norma y utilizar los mecanismos de validación de identidad previstos para la contratación, según corresponda.

Servicio presencial

Asimismo, las operadoras podrán realizar las siguientes actividades de forma presencial:

1) La contratación de servicios públicos de telecomunicaciones, conforme a la normativa vigente.

2) La atención de reclamos, apelaciones y quejas de sus abonados o usuarios, según corresponda y de acuerdo con la normativa vigente, incluyendo la atención de problemas de calidad e interrupción del servicio.

3) La atención de las solicitudes presentadas por los abonados o usuarios, sobre:

a) Reportes de sustracción o pérdida de equipo terminal.

b) Migración de plan tarifario.

c) Suspensión temporal del servicio.

d) Baja del servicio.

e) Cambio de titularidad.

f) Copia de contrato de servicio.

g) Cuestionamiento de titularidad.

h) Reposición de SIM Card.

i) Recuperación de equipo terminal.

j) Portabilidad numérica fija o móvil.

k) Otros de conformidad con la normativa vigente

4) La contratación de servicios, reposición de SIM Card y recuperación de equipo terminal, para lo cual debe utilizarse los mecanismos de validación de identidad previstos para la contratación de servicios públicos móviles, descritos en el “Protocolo Sanitario Sectorial para la Prevención del COVID-19, para los Servicios de Telecomunicaciones” aprobado por la Resolución Ministerial N° 258-2020-MTC/01, o normas que las sustituyan o modifiquen.

5) El cobro por los servicios contratados y facturados.

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