Violation of consumer rights in the public electricity service in Guayaquil, 2022

Abstract

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.