The National Authority of Public Services (ASEP) formally requested the Consumer Protection and Competition Defense Authority (ACODECO) to initiate a thorough investigation into telecommunications companies. This measure is a response to recurrent price increases applied to various service plans, which have generated dissatisfaction among users. According to official information from ASEP, Tigo and Cable & Wireless Panamá have implemented constant increases in recent years. These hikes directly affect residential internet, postpaid mobile telephony, fixed-line telephony, and pay television services.
Enforcement of Free Competition Although the telecommunications market in Panama operates under a free competition scheme, ASEP considers it necessary to evaluate the behavior of the operators. While concessionary companies comply with the legal formality of notifying increases with a minimum of thirty (30) calendar days' notice, the regulatory body seeks for ACODECO to determine if these increases, applied in similar periods by different operators, affect fair competition.
Deficiencies Detected and Possible Sanctions Within the framework of its continuous oversight, ASEP conducted inspections on February 21st at the headquarters of Tigo and Cable & Wireless Panamá. During these proceedings, critical failures were detected in the customer service and request management processes. Among the main findings are: • Failure to maintain the visibility of the User Rights and Duties Regulation. • Prolonged service times that require immediate optimization. • Lack of effectiveness in the resolution and management of requests submitted by the population. ASEP warned that it will proceed with the application of sanctioning measures provided for by law if these situations persist. The institution reiterated its commitment to reinforcing nationwide vigilance over all concessionaires to ensure continuous, reliable, and quality public services.
