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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 case you believe that the actions of the Institute's public servants that served you were not performed with legality, respect, honesty, transparency and decency, you may file a complaint or accusation before the: 

Internal Control Body of the Federal Telecommunications Institute, through the Deputy General Directorate of Complaints and Investigations.
Address: Insurgentes Sur No. 838, First Floor, Col. Del Valle, Delegación Benito Juárez, zip code 03100, Mexico City, Mexico. 
Phone: (55) 5015 2082
Service hours: Monday thru Thursday, from 9:00 to 18:30 hours and Friday from 9:00 to 15:00 hours.
Electronic mail: quejasydenunciasoic@ift.org.mx 
Website: Form for filing complaints against public servants 

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: Friday, March 23, 2018.
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