A bill is pending in the Chamber of Deputies that intends to indemnify consumers for time lost in queues waiting for assistance in hospitals, lottery outlets, bank branches and institutions providing water, electricity and telephone. Thus, PL 1954/22 provides for compensation to the consumer, in order to reduce or cancel the damage, even if it is not of a moral or material nature.
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According to the PL, the consumer's “time” is considered a value parameter, which, when lost, causes harm to the individual, since it directly affects his productivity. This relationship between “time” and “value” is not new. In addition to being just a unit of measurement, more and more thinkers and scholars reflect on the narrowing of the two concepts.
The project's rapporteur, Carlos Veras, from the Pernambuco PT, defends that: "the consumer is no longer responsible for burden of demonstrating the value of its time, leaving the supplier with the burden of serving its customers with speed”.
The compensation paid will be measured by the extent of the damage caused to the consumer, who, in turn, according to the PL, considers the individual's age group, their health condition and the amount of time lost. In addition, it will be determined whether there was any situation of contempt on the part of the institutions.
In this way, the judge will analyze issues such as time limit in queues, legal deadline for solving problems, deprivation of the right to leisure and rest, productive diversion, non-use of products and services, and non-compliance with legal deadlines settled down.
The text under analysis defines that the deadline should be up to 15 minutes for attendance to the public in service providers in general and up to 30 minutes for more complex cases, such as bank branches and hospitals. The proposal will be analyzed, conclusively, by the Consumer Protection and Constitution and Justice and Citizenship committees.
Information via the Câmara de Notícias Agency.
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