Soy User turns 9 years old, reports a 278% increase in usability

The Soy Usuario tool is now in its ninth year of operation and has benefited 181,304 users of telecommunications services who have registered their complaints. This represents an increase in the use of the platform of 278% compared to its launch in 2015.

Soy Usuario is a pre-conciliation tool that allows users to lodge complaints against telecommunications service providers when they believe their rights have been violated, allowing for a quick response to their problems, in which each interested party can also check the status of the problems and follow up on them in a timely manner. The platform enables a rapprochement between the user and the provider thanks to the willingness shown by the companies that have joined this mechanism.

The platform allows companies with the highest incidence of failures to be identified, based on reports from users, as well as empowering consumers by disseminating relevant information about telecommunications services, the exercise of their rights and, in most cases, speeding up service, which is why its use has increased.

Of the total complaints filed in these nine years of operation, 87.2% have been addressed and 0.3% are in the process of being resolved, while 7.7% of the folios were cancelled due to duplication or at the request of the interested users and 4.8% were discarded due to lack of follow-up by those who filed the complaints.

Regarding the reported services, 43.6% of users reported having problems with the Internet; 36.6% with mobile telephony; 12.9% with landline telephony; and 6.9% reported difficulties related to pay television.

Service failures have been the problems most reported by users (51.4%), followed by those related to charges, balances and bonuses (17%) and portability (10.4%).

Profeco has provided 164,738 consultations to users regarding their rights in this area within the platform itself. In those cases where pre-conciliation is not achieved, the Attorney General’s Office has mechanisms to address such complaints, such as: Concilianet and face-to-face conciliation at the Consumer Defense Offices in the Mexican Republic, as well as through consultations by consumer phone at 800 468 8722 and by email. [email protected]

Consumers can exercise their rights through www.soyusuario.ift.org.mx or the “Mi IFT” application.