The new rules mean vulnerable customers can stay connected, or avoid paying penalties.
Temporary measures to help vulnerable customers: The Portuguese Parliament adopted ‘exceptional and temporary measures’ on the suspension and cancellation of electronic communications contracts. The rules are in force for the first half of 2021, and apply to customers who are unemployed or saw a drop in their income by 20% or more.
A duty to keep customers connected: Operators will not be able to suspend the service to customers facing the above circumstances (or those infected with COVID-19), who fail to pay. Customers may also request the cancellation of the contract without having to pay a penalty, even during the initial loyalty period.
More flexibility in suspending and resuming service: Customers can request the suspension of the service without incurring a penalty. The provision will resume on 1 January 2022 or at a date agreed between operator and customer. If the service has been suspended between 1 October and 31 December 2020, customers can request reactivation free of charge, as long as a payment plan has been agreed for any outstanding amounts. Payment plans must be appropriate for the consumer’s current income, and ‘within reasonable time’.
