Vulneración de derechos del consumidor en el servicio público de energía eléctrica Guayaquil 2022.
Fecha
2023-09
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Universidad de Guayaquil, Facultad de Jurisprudencia Ciencias Sociales y Polìticas
Resumen
El presente estudio tiene como objetivo general elaborar un análisis jurídico sobre los
derechos de los consumidores del servicio público de energía eléctrica desde el
contexto Constitucional y Legal que permita evidenciar si existe o no vulneración de
derechos ante la prestación de este servicio. Para tal fin se ha realizado una búsqueda
exhaustiva sobre las figuras, concepciones y construcciones teóricas sobre el derecho
al consumidor y la calidad que deben generar en la prestación de este servicio. Para
ello se utilizaron métodos de investigación adecuados que permitieron conocer la
percepción de los usuarios de la ciudad de Guayaquil sobre la prestación de este
servicio, evidenciando así un descontento por diferentes factores asociados con la
calidad, atención a la cliente insatisfactoria, falta de mantenimiento, cobros exorbitantes
en las planillas de luz, entre otras. Estos resultados llevaron a la conclusión de que,
instituciones como la Defensoría del Pueblo influya de manera correctiva ante la
demanda de los usuarios y solicite a la empresa prestadora del servicio de energía
eléctrica informes detallados de sus operaciones y soluciones en cuanto a las quejas y
peticiones de los usuarios.
The present study has as a general objective to elaborate a legal analysis on the rights of the consumers of the public electricity service from the Constitutional and Legal context that allows to demonstrate if there is or is not a violation of rights before the provision of this service. For this purpose, an exhaustive search has been carried out on the figures, conceptions and theoretical constructions on the right to the consumer and the quality that they must generate in the provision of this service. For this, adequate research methods were used that allowed knowing the perception of the users of the city of Guayaquil about the provision of this service, thus evidencing a discontent due to different factors associated with quality, unsatisfactory customer service, lack of maintenance, exorbitant charges on electricity bills, among others. These results led to the conclusion that institutions such as the Ombudsman should correctively influence user demand and ask the company that provides the electric power service for detailed reports on its operations and solutions regarding complaints and petitions. of the users.
The present study has as a general objective to elaborate a legal analysis on the rights of the consumers of the public electricity service from the Constitutional and Legal context that allows to demonstrate if there is or is not a violation of rights before the provision of this service. For this purpose, an exhaustive search has been carried out on the figures, conceptions and theoretical constructions on the right to the consumer and the quality that they must generate in the provision of this service. For this, adequate research methods were used that allowed knowing the perception of the users of the city of Guayaquil about the provision of this service, thus evidencing a discontent due to different factors associated with quality, unsatisfactory customer service, lack of maintenance, exorbitant charges on electricity bills, among others. These results led to the conclusion that institutions such as the Ombudsman should correctively influence user demand and ask the company that provides the electric power service for detailed reports on its operations and solutions regarding complaints and petitions. of the users.
Descripción
Palabras clave
CALIDAD, CONSUMIDOR, DERECHOS, ENERGÍA ELÉCTRICA, SERVICIOS.