The legislation allows consumers to request the temporary suspension of the communications service agreement in exceptional situations. This possibility may be an alternative to cancellation, ensuring that the user does not pay for a service that temporarily cannot enjoy.
When is it possible to request the suspension of the contract?
According to Anacom, there are specific situations in which the temporary suspension of the contract can be requested at no cost to the consumer. These include:
- Loss of the place where services are provided;
- Change of residence to abroad;
- Unemployment;
- Downtime;
- Prolonged absence of residence due to:
- Compliance with prison sentence;
- Physical disability;
- Prolonged disease;
- Dependence on third parties or provision of assistance to third parties;
- Inability to work, temporary (+ 60 days) or permanent, with loss of monthly yield.
In these cases, the suspension of the contract may be requested from the operator without further penalties or charges.
How to request the suspension?
To request the temporary suspension of the contract, the consumer must:
- Contact the operator and formalize the request for suspension;
- Present proof documents justify the suspension of the service (example: declaration of unemployment, medical certificate, proof of change of residence, among others);
- Wait for the operator’s responsewhich must proceed to the suspension as soon as all documents are validated.
What happens to the contract?
During the suspension period:
- The contract remains suspended while the situation that justified the suspension persists;
- If the situation is extended for more than 180 days, the contract may be canceled upon request of the holder or his legal representative;
- During suspension, tuition or penalties may be charged for early cancellation.
Procedures to cancel a contract
If the consumer opts for the definitive cancellation of the contract, it is essential that:
- See the operator to know necessary deadlines, costs and documentation;
- Make sure there is a loyalty period and the charges associated with early cancellation;
- Inquire about the eventual return of equipment and the financial consequences of not doing so.
Cancellation requests may be submitted in writing, in person, by telephone (if there is identity validation system), through the operator’s client area on the Internet or on the “Contract Cessation Platform” available.
Conclusion
The temporary suspension of the communications contract may be a viable solution for those facing unforeseen situations. By being properly informed about their rights and obligations, the consumer can avoid unnecessary charges and ensure that the contract remains suspended as long as the situation lasts.
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