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Request for assistance for impaired users
Folio: CGPU-02-001

Article 10 of the Lineamientos Generales de Accesibilidad a Servicios de Telecomunicaciones para los Usuarios con Discapacidad, published in the Federal Official Gazette on December 23, 2016.

Who?

Impaired individuals or third parties that assist them.


When or in what cases?

When impaired people have difficulties to access and/or obtain the model contracts of the telecommunications service operators, as well as the rates for the services they offer and the account statements generated for the services they have contracted.

1. By Phone call;

2. Through e-mail, or

3. Personally, at the facilities of the Federal Telecomunications Institute.


Legal basis:

Article 10 of the Lineamientos Generales de Accesibilidad a Servicios de Telecomunicaciones para los Usuarios con Discapacidad.

Assistance.


Legal basis:

Article 10 of the Lineamientos Generales de Accesibilidad a Servicios de Telecomunicaciones para los Usuarios con Discapacidad.

Business or natural days, months:

The Federal Telecommunications Institute will provide the requested assistance to impaired users within a term not exceeding 5 business days.

 

In case of requests for personal assistance, the Federal Telecommunications Institute will collect the specific information from the requestor and the service will be provided within the indicated term. 


Is constructive assent or denial applicable?:

Not applicable


Legal basis:

Article 10 of the Lineamientos Generales de Accesibilidad a Servicios de Telecomunicaciones para los Usuarios con Discapacidad.

Not Applicable

Data:

1. Name.

2. Electronic mail.

3. Contact telephone number.

4. Name of the service provider, and

5. Petition or requested assistance.


Legal basis:

Article 15 of the Ley Federal de Procedimiento Administrativo.

Documents:

Not Applicable


Legal basis:

Not Applicable

Business or natural days, months:

Not applicable


Legal basis:

Not applicable

Not applicable


Legal basis:

Not applicable

Amount

Free of charge.


Legal basis:

Not applicable

Not applicable


Legal basis:

Not applicable

1. By Phone call to the numbers (55) 50 15 14 00 or 01 (800) 200 01 20;

2. Through the e-mail adress: atencion@ift.org.mx,

from Monday to Tuesday, from 9:00 to 18:30 hours, and Friday, from: 9:00 to 15:00.

3. Personally, at the facilities of the Federal Telecomunications Institute, located in Insurgentes Sur 1143, Ground Floor, Colonia Noche Buena, Delegación Benito Juárez, Código Postal 03720, Ciudad de México,

Monday to Tuesday, from 9:00 to 18:30 hours, and Friday, from: 9:00 to 15:00.

Underdirector of Information and Accesibility

Ileana Gama Benitez

ileana.gama@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. 4217

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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. 

Useful information on the subject of accessibility to telecommunications services can be found at: http://www.ift.org.mx/usuarios-de-internet/accesibilidad

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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