SANTO DOMINGO, R.D. Junio 21, 2021.- Las empresas de servicios de telecomunicaciones que operan en el país, deberán asumir la obligación de “asegurar la calidad del servicio de acceso a Internet”, advirtió en un comunicado el Instituto Dominicano de las Telecomunicaciones (Indotel).
El regulador señala, asimismo, que estas prestadoras deberán ceñir sus servicios “conforme lo establecido en la Norma de Calidad del Servicio de Telefonía y Acceso a Internet”.
Las medidas están contenidas en el Reglamento General del Servicio de Acceso a Internet emitido por el Indotel mediante la resolución 033-2020 para regular las relaciones en términos de derechos y obligaciones que impacta tanto a los usuarios como a las prestadoras.
El reglamento, junto a la resolución que precisa el uso del término ilimitado (resolución núm. 90-2020) obliga a las prestadoras a transparentar cualquier límite que pudiera haber en sus planes, que en ciertos casos estaban ambiguos u omitidos del contrato o política de uso del servicio. Respondiendo a esto, hemos visto como empresas han revisado su política e incrementado hasta 10 veces los valores que tenían en algunos términos que habían quedado en la obsolescencia; respondiendo así a los objetivos del Indotel de desarrollar el sector de las telecomunicaciones en el país.
Sin embargo, el órgano regulador evaluará si los topes anunciados por las prestadoras resultan razonables, debido al incremento de la demanda de servicios digitales por parte de los usuarios y las características de los servicios contratados.
El reglamento entrará en vigencia este 1 de julio de 2021 y regula las relaciones entre las prestadoras que ofrecen acceso a Internet y sus usuarios en cualquiera de sus modalidades: postpago o prepago, fijo o móvil, independientemente de la tecnología que se utilice para la prestación del servicio, sea contratado en conjunto o de forma separada, indicó el Indotel.
Con esta medida el órgano regulador busca garantizar los derechos de cada una de las partes, y que cada uno de estos conozca de manera explícita sus respectivas obligaciones. En dicho reglamento, el regulador refirió que este “es de obligado cumplimiento y deberá ser aplicado y observado por todas las prestadoras de servicios públicos de acceso a internet que operan en la República Dominicana”.
Explica que estas prestadoras deberán presentar al Indotel, con la entrada en vigencia del Reglamento, un plan de transición a IPv6 a partir del primero de julio del presente año 2021.
En cuanto a los casos de averías, el reglamento establece que los usuarios tendrán derecho a la aplicación de un crédito por la avería, total o parcial del servicio, por causas que no sean imputables al usuario, salvo casos de fuerza mayor.
Igualmente, las prestadoras deberán generar un crédito a favor del usuario en caso de degradaciones en el servicio de Internet fijo si la velocidad recibida es 10% menor a la contratada, de conformidad con las condiciones establecidas en el referido reglamento.
También establece que el contrato de prestación del servicio sea realizado de forma separada e independiente de la venta o financiamiento de equipos terminales.
Exige asimismo a las prestadoras garantizar la accesibilidad de las personas con discapacidad mediante la asistencia adecuada que asegure su acceso a las TIC.
Otro aspecto que señala este reglamento del Indotel, es que demanda información actualizada, suficiente y clara, respecto del servicio de acceso a Internet de parte de las prestadoras, tanto de forma verbal como escrita, facilitando la debida, amplia, veraz, precisa, completa y fidedigna información sobre todos los aspectos relacionados con el servicio de acceso a Internet.
Las prestadoras deberán informar a los usuarios sobre los principales factores que podrían limitar o degradar la velocidad efectiva del servicio experimentada por el usuario, diferenciando aquellos sobre los que sí tiene control la prestadora y los que son ajenos a la misma.
Deben reconocer los derechos de los usuarios del servicio de acceso a Internet, tales como: Acceder al servicio de acceso a Internet y uso de este en condiciones de continuidad, generalidad, igualdad, neutralidad, transparencia y calidad, de conformidad con los principios establecidos en la Ley, el referido Reglamento y otras normas aplicables a la materia.
También, acceder, descargar, cargar, subir o distribuir libremente información, contenidos, aplicaciones y servicios legales, sin discriminación o restricción por parte de las prestadoras del servicio de acceso a Internet, siempre y cuando no contravenga las leyes y reglamentaciones nacionales.
Los usuarios deberán utilizar equipos terminales que sean libremente elegidos por el mismo, siempre y cuando estén debidamente homologados por el Indotel, conforme al reglamento que establece, además, el “derecho a la seguridad en las redes o servicios, de manera que la prestadora garantice la seguridad e integridad de las comunicaciones”.
Otro aspecto que contempla esta regulación, es la que da derecho al usuario a acceder a Internet bajo el principio de neutralidad de la red, en el cual las concesionarias del servicio no podrán bloquear, interferir, ralentizar o discriminar contenidos, aplicaciones o servicios disponibles en Internet (salvo lo establecido en el artículo 12 del Reglamento al respecto de medidas razonables de gestión de tráfico, así como, lo establecido en el párrafo II del artículo 7 para planes del servicio de acceso a Internet móvil).
Fiscalización del servicio de acceso a internet
En el sector de las telecomunicaciones a nivel global es normal que proveedoras de servicios establezcan límites de consumo de data para las líneas fijas de telecomunicaciones; sin embargo, la promoción de la competencia permite que estas establezcan planes con altas cantidades de gigabits por mes de consumo.
Al mes de marzo de 2021, en la República Dominicana, el total de líneas de internet alcanzó la cifra de 8, 944, 301. La división por tipo de conexión da al internet fijo 1, 080, 679 de líneas, representando el 12% del total. Mientras que el total de líneas de internet móvil en el país alcanzó los 7, 863, 622.
El Indotel, vigilante de que las prestadoras de servicios den el servicio contratado a los usuarios, adquirió los equipos de medición de calidad, para verificar el cumplimiento de los indicadores de calidad exigidos por la Norma de Calidad de los Servicios de Telefonía y Acceso a Internet aprobada por la Resolución núm. 016-15. Los resultados de estas mediciones serán publicados por el órgano regulador, para que de esta forma los usuarios conozcan los niveles de calidad ofrecidos por las prestadoras de servicios, y en caso de incumplimiento sancionará a la empresa que incurra en dicho acto.
Estas acciones obedecen al objetivo que tiene el Indotel de trabajar para la defensa de los derechos de los usuarios de los servicios de telecomunicaciones, garantizando así la calidad y los precios justos que posibiliten la transformación digital en la República Dominicana.
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