Regime jurídico dos centros telefónicos de relacionamento ("call centers") em Portugal

• Autor(a) principal: Melo, Manuel
• Data de Publicação: 2016
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10362/19042
• topic: Centro telefónico de relacionamento; Atendimento telefónico; Marketing Telefónico; Contratos Telefónicos; Contratos à Distância; Call Center; Customer Service; Telemarketing; Telephone Contracts; Distance Contracts; Direito

Call Centers are a branch of industry/line of business with a growing importance in economic and social terms and are nowadays the main mean of communication and professional-consumer relationship management. Therefore, it is appropriate to investigate its normative and juridical framework in Portugal and, in particular, under Portuguese Consumer Law. The legal regimen of Call Centers has four levels of regulatory density: (i) the specific level of the rules applicable in exclusive, (ii) the level of rules applicable to contracts concluded at a distance, (iii) the rules relating to telephone contracts, the use of telephones and unfair trade practices, and (iv) the level of general framework of relationship activities. The specific legal regime of Call Centers was defined by Decreto-Lei 134/2009, of June 2nd, which is nowadays divided into six large groups of rules: (i) general duties or principals of conduct, (ii) general operation , (iii) inbound calls, (iv) electronic menus, (v) outbound calls and (vi) information provision. Regarding Consumer Law, Call Centers' activity requires the development of a doctrine on telephone contracts and on the specifics of the telephone procurement in the context of distance contracts, allowing the empowering of true consumer rights to telephone service, contact, information and assistance.