New rules on the suspension and cancellation of electronic communications contracts have come into effect in Portugal.
According to the regulator ANACOM, providers are not allowed to suspend such services in the first half of this year due to non-payment if this is brought about by unemployment, a reduction in household income of 20% or more or through Covid-19 illness. Also, during the first half of 2021 consumers who are unemployed or have a household income drop of 20% or more compared to the previous month’s income can request the cancellation of their electronic communications contracts, without compensation to the operator taking place, even if the loyalty period is in progress.
In the event of an outstanding amount owed for communications services, the operator and customer must define, by agreement and within a reasonable time, a payment plan appropriate to the consumer’s current income.
During the first half of 2021, consumers who are unemployed or have a household income drop of 20% or more compared to the previous month’s income can request the temporary suspension of their electronic communications contracts, without additional penalties or clauses. The suspended contracts will resume on January 1, 2022 or on a date to be agreed between the operator and the customer.
If electronic communications services have been suspended in the period between October 1 and 31 December 31, 2020, the consumer can ask the operator, free of charge, to reactivate the provision of services, provided that, during that period, they have been fully verified unemployment, drop in household income equal to or greater than 20% or infection by Covid-19 and a payment plan has been agreed for any outstanding amounts related to the provision of these services.
The new rules are the result of a law strengthening the protection of communication service users that came into effect on December 31, 2020.
