Virtually all Mexicans today have at least one cell phone or eventually used a public phone or an internet cafe. However, no one knows to what levels of service entitled by your service. The bonus of service after 72 hours of failure, nevertheless be extremely relaxed for most of the customers requirements, since these were defined when there is a dependency such high telecommunications in daily life. Cofetel should really re-evaluate the need to improve these guarantees of quality applicable to the majority of users. COFETEL must establish and verify service levels very stringent and specific for different services, as well as measuring them and test them.
On the other hand, as well as the CNBV obliges banks to publish the CAT of loans, Cofetel must compel publish levels of service that actually delivers. On the other hand, continuity of service in case of emergencies plans, should offer resilience for the majority of customers in times reasonable, as well as schemes of assistance and information to clients. 72 Hours of response should only be applied in extreme cases but not be the norm. The price of services of telecommunications in Mexico is continuously compared with the other countries and is not necessarily the lowest. So the quality should be comparable with other countries.
Also, the guarantees of service must offer to all users and not only to enterprise customers. Telecommunications are an essential input for today’s businesses and the quality should be regulated strictly. The levels of service of the telephone companies should be clearly identified and comparable at the international level, with operators from countries with which Mexico does business.