The Telecommunication Superintendency of Guatemala (SIT)

will participate more actively in the protection of  

Telecommunication Service Users  

In March 2005, a Memorandum of Understanding (MOU) was signed by the Ministry of Economy and the Ministry of Communications, Infrastructure, and Housing to bring together efforts to protect users and consumers of telecommunication services in Guatemala.

The MOU will be implemented through the Office of Consumer Protection and Services (DIACO) and the Telecommunication Superintendency (SIT), which will promote, each in accordance with its functions, the promotion and protection of the rights of individuals and companies using telecommunication services.

Instruments of this type have already been utilized by different entities to enhance efforts made within the Government of Guatemala. In this case, benefit will be gained from the experience and technical knowledge of the SIT, the entity with most knowledge of the sector, and from DIACO’s legal structure, physical infrastructure, and experience of protection of Guatemalan consumers.

To that end, the SIT will have staff at DIACO premises to facilitate such support as it may need to carry out its functions. The SIT will also provide DIACO with training on different aspects of telecommunications to enable it to carry out its activities more effectively.

These actions will provide additional support in protecting the rights of telecommunication service users, as it will clarify for them the steps to be taken if they feel their rights have been affected or violated by business practices of telecommunication service operators.

To that end, joint visits will be made to investigate reports filed by users; and records of complaints will be reviewed to establish whether they are being processed correctly and whether such records are being made available to users.

Among other joint activities, subscription contracts will be evaluated prior to registration with DIACO, making the observations thereon deemed pertinent, to ensure that they contain no clauses detracting from consumer rights or clauses conducive to unfair treatment of consumers.

In addition, DIACO, in conjunction with the SIT and the Metrology Unit, will develop a plan for testing measurement instruments used by telecommunication service providers to ensure that they are properly calibrated and that users are properly invoiced users.

Rodrigo Robles
Coordinator of Planning and Development
SIT - Guatemala