Colombia's Comisión de Regulación de Comunicaciones (CRC) has adjusted rules for mobile telephony contracts, easing plan cancellations and curbing abusive clauses. Operators must provide dedicated digital channels for terminations and plan changes at no extra cost. The changes aim to safeguard user rights and boost service transparency.
Colombia's CRC has issued a resolution updating contract terms for mobile telephony services. Key changes include requiring operators to offer a dedicated digital channel for contract termination requests, with immediate automated responses if submitted at least three business days before the billing cutoff. Validation can use one-time codes to minimize user hurdles.
Contracts may not include clauses limiting user rights, restricting choices of operator, plan, service, or equipment, or permitting unilateral terminations outside specific causes such as breaches, expirations, or proven technical impossibilities. Violating clauses will be deemed wholly ineffective.
Users can switch plans or remove services from bundles anytime without fees, with changes effective in the next billing cycle if requested timely. Operators must enable downgrades via digital channels like mobile apps with equal ease to upgrades.
Bundled packages combining mobile with fixed internet or other services require itemized pricing in bills, marketing materials, and comparison tools. Promotions must clearly state conditions and restrictions, retaining records for six months to support user claims.
