In 2020, TIM and Anatel signed a TAC (Term of Adjustment of Conduct), a practice that allowed the operator to exchange the payment of a fine for improvements in telecommunications services. After changes in the methodology of indicators, the agency changed one of the criteria and tele will have the second highest possible grade of perceived quality.
One of Anatel’s quality monitoring criteria is user satisfaction. To create the Perceived Quality Index (IQP), the agency conducts surveys with operators’ customers, which assess aspects related to collections, operation, service and consumer information.
However, Anatel changed the rules of indicators in the new Quality Regulation (RQUAL), which is also based on the Perceived Quality Index. This is part of an agency task force to make it easier for consumers to understand, which will distribute certification seals and 1-5 star ratings to operators.
With the change in the TAC, TIM should meet certain criteria of perceived satisfaction in 350 municipalities in 16 states. Check what needs to be done:
- between 2022 to 2023: customer satisfaction cannot fall in at least 60% of the states covered by the TAC;
- between 2023 to 2024: customer satisfaction with TIM cannot fall in at least 80% of the states covered by the TAC;
- in 2024: customer satisfaction with TIM in the municipalities covered by the TAC must reach, at least, a score of 8 out of 10.
At perceived quality survey for the year 2021, TIM achieved a score of 7.75 in general satisfaction with prepaid cell phones and 7.36 with postpaid. The only tele that reached a score above 8 was Claro, in the post-paid modality.
The list of cities and states covered by TIM’s TAC is available at the end of the article.
TIM committed to taking 4G to all of Brazil
TIM also exchanged fines for expanding coverage. Initially, the operator assumed the obligation to bring 4G to 350 municipalities with less than 30 thousand inhabitants, but the operator announced that it would expand its signal to all Brazilian cities until the end of 2023.
Compared to other operators, TIM has the largest 4G network in Brazil. The company ended the month of August with 5,090 municipalities served by the fourth generation, positioning itself ahead of Vivo (4,608) and Claro (3,148).
Considering all technologies and adding the network acquired from Oi Móvel, TIM maintains a presence in 5,429 Brazilian municipalities.
TIM converted its fines with Anatel into service improvements in 350 municipalities in the states of AC, AL, AM, BA, CE, GO, MA, MG, PA, PB, PE, PI, RN, RR, SE and TO.
Check out the complete list:
| AC – Manoel Urbano | MG – Oath | PB – San Francisco |
| AC – Porto Walter | MG – Juvenilia | PB – São João do Cariri |
| AL – Belo Monte | MG – Lassance | PB – São José da Lagoa Tapada |
| AL – Countryside | MG – Leme do Prado | PB – São José de Caiana |
| AL – Sheep | MG – Freedom | PB – São José de Espinharas |
| AL – Ibateguara | MG – Luisburg | PB – São José do Bonfim |
| AL – Jacuípe | MG – Luislândia | PB – São José dos Ramos |
| AL – Jundiá | MG – Machacalis | PB – São Mamede |
| AL – Olho d’Água do Casado | MG – Marilac | PB – São Miguel de Taipu |
| AL – Olho d’Água Grande | MG – Mata Verde | PB – Seridó |
| AL – São Brás | MG – Materlândia | PB – Serra da Raiz |
| AM – Barreirinha | MG – Miravania | PB – Serra Grande |
| AM – Codajás | MG – Monjolos | PB – Serra Redonda |
| BA – Bar | MG – Nacip Raydan | PB – Sertãozinho |
| BA – Caetanos | MG – Nova Modica | PB – Quiet |
| BA – Large Cauldron | MG – Novo Oriente de Minas | PB – Tenório |
| BA – Dário Meira | MG – Olhos-d’Água | PB – Vieiropolis |
| BA – Ipecaeta | MG – Ouro Verde de Minas | PB – Mountain View |
| BA – Itapicuru | MG – Patis | PE – Afranio |
| BA – Lajedão | MG – Peacock | PE – Brejinho |
| BA – Macajuba | MG – Fisherman | PE – Calumbi |
| BA – Manoel Vitorino | MG – Pintopolis | PE – Carnaubeira da Penha |
| BA – Muquém de San Francisco | MG – Pirajuba | PE – Courteous |
| BA – Nova Ibiá | MG – Ponto Chique | PE – Ibirajuba |
| BA – Pedrão | MG – Riachinho | PE – Ingazeira |
| BA – Piripa | MG – Rio Preto | PE – Itacuruba |
| BA – Quijingue | MG – Red River | PE – Maraial |
| BA – Slices | MG – Rubim | PE – São Benedito do Sul |
| BA – San Desidério | MG – Divisa Leap | PE – Loneliness |
| BA – Tanhaçu | MG – Santa Cruz de Salinas | PE – Strand of Lério |
| BA – Várzea da Roça | MG – Santa Efigenia de Minas | PI – Angical do Piauí |
| BA – Varzedo | MG – Santa Fe de Minas | PI – Assumption of Piauí |
| BA – Path | MG – Santa Maria do Salto | PI – Barreiras do Piauí |
| EC – Abaiara | MG – Santo Antônio do Retiro | PI – Bela Vista do Piauí |
| EC – Araendá | MG – São Geraldo da Piedade | PI – Good Principle of Piauí |
| EC – Catunda | MG – São Geraldo do Baixio | PI – Brejo do Piauí |
| EC – Frecheirinha | MG – São Gonçalo do Rio Preto | IP – Cocal dos Alves |
| CE – General Sampaio | MG – Sao Joao da Lagoa | PI – Colony of Piauí |
| CE – Itaiçaba | MG – São João das Missões | IP – Dom Expedito Lopes |
| EC – Jet | MG – São João do Manteninha | IP – Dom Inocencio |
| EC – Miraima | MG – Sao Jose da Sapphire | PI – Piauí Forest |
| EC – Palhano | MG – São José do Mantimento | IP – Guaribas |
| EC – Palmacia | MG – São Pedro do Suaçuí | IP – Ilha Grande |
| EC – Paramoti | MG – São Sebastião do Maranhao | IP – Itainopolis |
| EC – Potengi | MG – Sardoá | PI – Jardim do Mulato |
| EC – Saltpeter | MG – Senator Modestino Gonçalves | IP – Julio Borges |
| EC – Casters | MG – Lady of Porto | PI – Massapê do Piauí |
| EC – Tururu | MG – Serra Azul de Minas | PI – Monte Alegre do Piauí |
| EC – Umari | MG – Serra dos Aimorés | PI – Father Marcos |
| EC – Uruca | MG – Setubinha | IP – Peppers |
| GO – American from Brazil | MG – Taparuba | IP – Port |
| GO – Amorinopolis | MG – Ubaí | PI – Queimada Nova |
| GO – Avelinopolis | MG – Umburatiba | IP – Santa Luz |
| GO – Southern Hills | MG – Urucuia | PI – Santana do Piauí |
| GO – Edealina | MG – Vargem Grande do Rio Pardo | PI – São Gonçalo do Gurguéia |
| GO – Monte Alegre de Goiás | MG – Verdelândia | PI – São João da Fronteira |
| GO – Turvania | MG – New Red | PI – São José do Piauí |
| MA – Aldeias Altas | MG – Virgolândia | IP – Sebastião Barros |
| MA – Bernardo do Mearim | PA – Briefs | PI – Monkfish do Piauí |
| MA – Brejo de Areia | PA – Inhangapi | RN – Afonso Bezerra |
| MA – Governor Luiz Rocha | PA – Jacareacanga | RN – Barcelona |
| MA – Itaipava do Grajaú | PA – Palestine of Pará | RN – Bento Fernandes |
| MA – Jatoba | PA – Manatee | RN – Bom Jesus |
| MA – Jenipapo dos Vieiras | PA – Quatipuru | RN – Campo Redondo |
| MA – Junco do Maranhao | PA – Santa Maria das Barreiras | RN – Carnaúba dos Dantas |
| MA – Lago dos Rodrigues | PA – Terra Alta | RN – Colonel João Pessoa |
| MA – Green Lake | PA – Viseu | RN – Cross |
| MA – Lagoa Grande do Maranhão | PB – Alagoinha | RN – Doctor Severiano |
| MA – Lajeado Novo | PB – Alcatil | RN – Holy Spirit |
| MA – Maharaja of the Seine | PB – Aparecida | RN – Jandaira |
| MA – Viewpoint | PB – Baraúnas Sand | RN – Januário Cicco |
| MA – Montes Altos | PB – Sand | RN – Japan |
| MA – New York | PB – Barra de Santana | RN – Jundiá |
| MA – Parnarama | PB – Barra de Sao Miguel | RN – Lagoa d’Anta |
| MA – Free Passage | PB – Boa Ventura | RN – Lagoa de Pedras |
| MA – Puerto Rico do Maranhao | PB – Boa Vista | RN – Lagoa Salgada |
| MA – Medici President | PB – Gourds | RN – Major Sales |
| MA – Santa Quiteria do Maranhão | PB – Caiçara | RN – Monte das Gameleiras |
| MA – São José dos Basilios | PB – Caraúbas | RN – White Gold |
| MA – Senator Alexandre Costa | PB – Casserengue | RN – Parazinho |
| MG – Red Waters | PB – Caturité | RN – Pass and Stay |
| MG – Flag | PB – Cubati | RN – Ticket |
| MG – Berizal | PB – Cuite de Mamanguape | RN – Pedro Avelino |
| MG – Bonito de Minas | PB – Cuitegi | RN – Poço Branco |
| MG – Bugre | PB – Old Corral | RN – Porto do Mangue |
| MG – Pajeú Waterfall | PB – Damião | RN – President Juscelino |
| MG – Cantagalo | PB – Exile | RN – Ruy Barbosa |
| MG – Chalet | PB – Diamond | RN – San Pedro |
| MG – Claraval | PB – Two Roads | RN – San Rafael |
| MG – Claro dos Poções | PB – Fagundes | RN – Serra de São Bento |
| MG – Conceição de Ipanema | PB – Frei Martinho | RN – Serrinha |
| MG – Córrego Novo | PB – Gurjão | RN – Várzea |
| MG – Cupraque | PB – Itatuba | RN – Come-See |
| MG – Divisópolis | PB – Juarez Tavora | RN – Vila Flor |
| MG – Dom Cavati | PB – Juripiranga | RR – Alto Alegre |
| MG – Dom Viçoso | PB – Ballast | RR – Uiramutã |
| MG – Felisburgo | PB – Public address | SE – Amparo de San Francisco |
| MG – Formoso | PB – Mataraca | SE – Canhoba |
| MG – Francisco Dumont | PB – Assembled | SE – Cumbe |
| MG – Franciscopolis | PB – Mulungu | SE – Feira Nova |
| MG – Frei Gaspar | PB – Natuba | SE – Gracho Cardoso |
| MG – Frei Lagonegro | PB – Nazarezinho | SE – Flores Island |
| MG – Gameleiras | PB – Nova Palmeira | SE – Indiaroba |
| MG – Glaucilândia | PB – Carved Stone | SE – Itabi |
| MG – Gonzaga | PB – Pillar | SE – Macambira |
| MG – Ibiracatu | PB – Pilõezinhos | SE – Malhada dos Bois |
| MG – Ibituruna | PB – Quixabá | SE – Pedra Mole |
| MG – Icaraí de Minas | PB – Riachão | SE – Santa Luzia do Itanhy |
| MG – Indaiabira | PB – Riachão do Poço | SE – Santa Rosa de Lima |
| MG – Ingaí | PB – Santo Antônio Creek | SE – Santana do São Francisco |
| MG – Itacambira | PB – Salted from São Félix | SE – San Francisco |
| MG – Itaipe | PB – Santa Cruz | SE – São Miguel do Aleixo |
| MG – Jenipapo de Minas | PB – Santa Ines | TO – Combined |
| MG – Jordan | PB – Santa Teresa | TO – Conceição do Tocantins |
| MG – José Gonçalves de Minas | PB – Santo André | TO – Philadelphia |
| MG – Jose Raydan | PB – São Domingos de Pombal | TO – Itapiratins |
| MG – Josenopolis | PB – São Domingos do Cariri |
https://tecnoblog.net/noticias/2022/09/21/tim-e-obrigada-a-melhorar-satisfacao-de-clientes-por-determinacao-da-anatel/