Today, with the unregulated market in Brazil, punters have few options to contact betting companies, where most of these firm’s websites are hosted outside Brazil, such as in Malta and Curaçao, for example.
As a result, assistance is generally provided via chat on the website itself, with time zone issues being recurrent in some of them. In addition, some of these companies do not have telephone service or physical assistance.
In Paraná, these problems will be left behind, since companies authorized to operate in this Brazilian state will have to create a customer service, an ombudsman channel, a channel to serve the compulsive gambler and a help channel. It is also defined in the Notice that regulates the state lottery that operators set physical stores available for customer service.
The Customer Service (SAC) must be available to the bettor full time and follow the provisions of the legislation applicable to consumer protection; that is, the SAC must provide information, clarify doubts, register and solve complaints, suspend or cancel services or contracts, respecting the consumer's basic rights to obtain adequate and clear information and to remain protected against abusive practices.
Another measure to be implemented by the operators is a humanized service center and also a remote technical support, available 24 hours a day, every day of the week, which will be activated through a “Help Channel”, with all the following service options: chat online, free telephone service, WhatsApp channel, service by email and electronic form on the portal.
Physical stores
Already on the first day of operation of fixed-odds betting, the bets must have at least one physical headquarters in the state, with the other service points implanted in each of the five macro-regions of the State, namely: North, Northwest, Campos Gerais, East and West, within six months after the start date of the contractual term and with personal customer service from Monday to Friday, from 8 am to 6 pm.
Companies can choose to set up more stores in the same macro-region and they will also be able to capture bets for all markets offered by Lottopar accredited houses.
Source: GMB
