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Instituto Federal de Telecomunicaciones


InicioTramitesFiling of complaints related to the rendering of telecommunications services
Filing of complaints related to the rendering of telecommunications services
Folio: CGPU-01-001

Article 191 of the Ley Federal de Telecomunicaciones y Radiodifusión, published in the Federal Official Gazette on July 14, 2014

Who?

Individuals and legal entities who have contracted telecommunications services


When or in what cases?

When the telecommunications service being provided by a concessionaire or authorized party is not rendered according to the contracting conditions, is deficient or violates any of the rights stipulated by applicable regulations in force, the users of such telecommunications services may file a complaint before the Institute to receive the necessary attention and assistance.

Online


Legal basis:

Article 15 and 35 of the Ley Federal de Procedimiento Administrativo. 

Not applicable.


Legal basis:

Not applicable.

Business or natural days, months:

Response times for complaints are listed below, as established in the Business Rules to file and support complaints on telecommunications services through the user-consumer service and hearing system so called “Soy Usuario”, subscribed by the different service providers and the Federal Telecommunications Institute:

1. The service provider shall establish a first contact with the user filing the complaint within a 48 hour term, regardless of the type of complaint. (First contact means an initial approach with the user where the service provider communicates in a personal manner formally informing of the reception of the complaint and assists the customer on the nature of the problem, as well as the approximate solution time), and   

2. Additionally, the maximum response time for the service provider to offer a response to the problem is 15 business days.


Is constructive assent or denial applicable?:

Not applicable


Legal basis:

 

Reglas de Negocio para tramitar y sustanciar inconformidades de servicios de telecomunicaciones a través del sistema de atención a usuarios-consumidores y audiencias, denominado “Soy Usuario”, suscritas los diversos prestadores de servicios y el Instituto.

Not applicable.

Data:

To file the complaint, the following data shall be provided:

1. Name or corporate name.

2. Address for notices.

3. Electronic mail.

4. Contact telephone number.

5. Name of the service provider.

6. Telephone number of the issue and/or contract number, and

7. Description of the complaint.


Legal basis:

Article 15 of the Ley Federal de Procedimiento Administrativo.

Documents:

Optionally, it is advisable to deliver the following documentation to the Institute:

1. In case the holder is an individual, a copy of an official identification document. 

2. In case the holder is a legal entity, a copy of the Legal Capacity, and

3. In case the procedure is filed by a third party, original authorization signed by two witnesses, as well as their official identification documents.

Likewise, optionally, any evidence deemed as necessary for the solution of the complaint may be delivered. 


Legal basis:

Article 15 and 19 of the Ley Federal de Procedimiento Administrativo.

Business or natural days, months:

48 hours


Legal basis:

 

Reglas de Negocio para tramitar y sustanciar inconformidades de servicios de telecomunicaciones a través del sistema de atención a usuarios-consumidores y audiencias, denominado “Soy Usuario”, suscritas los diversos prestadores de servicios y el Instituto.

Not applicable.


Legal basis:

Not applicable.

Amount

Free of charge.


Legal basis:

Not applicable.

Not applicable.


Legal basis:

Not applicable.

At the website www.soyusuario.ift.org.mx

 

Area Director

Gloria Patricia Delucio Mejía

gloria.delucio@ift.org.mx

Av. Insurgentes Sur 1143, Ground Floor, Col. Noche Buena, Delegación Benito Juárez, zip code 03720, Mexico City, Mexico. Phone: (55) 5015 4000 ext. 4349

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In order to inform facts that may imply a presumption of responsibility for acts or omissions of the Institute´s public servants in the performance of their employment, position or commission, within the framework of the Ley General de Responsabilidades Administrativas, you can submit your complaint to the Internal Control Body of the Federal Telecommunications Institute, through the Deputy General Directorate of Complaints and Investigations in one of the following ways:

 

• By e-mail,

• By written document presented in the Filling Office of the Internal Control Body of the Federal Telecommunications Institute,

• Personally at the offices located at the following address:

 

Insurgentes Sur Avenue # 838, First Floor, Colonia del Valle, Zip Code 03100, Delegación Benito Juárez, in Mexico City, Mexico.

From Monday to Thursday from 9:00 to 18:30 hours and Friday from 9:00 to 15:00 hours.

 

• By the following email address: denuncias.oic@ift.org.mx

• By telephone, at the number: (55) 50152082, or

• Throught web site of the Federal Telecommunications Institute at the Formulario de presentación de denuncias contra las servidoras y los servidores públicos.

1. More details may be found at: www.soyusuario.ift.org.mx/manual_tr/Manual%20de%20usuario%20de%20servicios.pdf, which includes user instructions for the “Soy Usuario” electronic system.

Besides, it shall be noted that in case that the user is not satisfied with the solution offered by the service provider, he or she may request the involvement of the Federal Consumer Protection Agency (PROFECO), in terms of the Ley Federal de Protección al Consumidor, and

2. Regardless that the “Soy Usuario” system generates an acknowledgment of receipt for the issue, in case that the complaint is filed by any other means and an acknowledgment of receipt is required, a copy of the complaint document shall be delivered.

Important:

- All data included in this Website is intended for information only and shall not be considered as binding for the Federal Telecommunications Institute.

- All information submitted to the Federal Telecommunications Institute shall be in Spanish language.

Not applicable.

Non-binding courtesy translation
Last modified date: Monday, July 30, 2018.
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