Brazil wants better customer service from pay-TV
September 19, 2012
By Chris Forrester
Brazil’s two largest pay-TV operators, DirecTV and America Movil, are facing tough requests from Brazil’s broadcasting regulator to show their future investment plans and customer-service targets as the government gets tough over service quality.
The regulator, Anatel, is to speak to satellite and cable operators in the next few days. Joao Rezende, the agency’s president, told local journalists that a recent decision to ban sales of mobile phone subscriptions for 11 days because of poor quality of service and growing customer complaints. “This is an alert for a growing industry,” Rezende said yesterday, talking to Bloomberg. “Many of these new subscribers are from lower classes and are just arriving to this pay-TV market, a whole new world for them.”
Anatel expects Brazil’s pay-TV sector to have some 35 million subscribers by 2018, up from today’s 14.8 million (as at the end of July).