Panama’s public services regulator conducted a surprise inspection at two major telecommunications agencies last weekend. The operation targeted customer service centers for Tigo and Más Móvil inside the Multiplaza shopping center in Panama City.
The National Authority of Public Services (ASEP) carried out the inspection on Saturday, February 21. Officials stated the goal was to verify compliance with service quality standards, response times, and customer rights protections.
Regulators Target Service Quality Standards
During the unannounced visit, ASEP personnel performed detailed checks and interviewed customers. They also reviewed internal service processes at both locations. The operation was coordinated by the national director of Telecommunications, Alkin Saucedo, and the director of User Service, Edwin González.
Technical and legal staff accompanied the directors during the inspection. The agency confirmed it identified areas for improvement at both the Tigo and Más Móvil agencies. These findings will now undergo formal evaluation under established administrative procedures.
“We will act within the regulatory framework governing the sector. Where appropriate, the measures contemplated by law will be applied,” said Alkin Saucedo, National Director of Telecommunications. [Translated from Spanish]
Edwin González emphasized this operation represents the start of a broader national initiative. The National Authority of Public Services (Panama) plans to visit phone company stores across the country.
This enforcement action signals a more aggressive regulatory stance on consumer protection in Panama’s Telecommunications market. The findings from Multiplaza will likely set a precedent for future inspections. Companies are now on notice to ensure their customer service operations meet all mandated requirements.
No specific fines or penalties have been announced yet. The ASEP’s next steps involve a formal review of the inspection report. That process will determine if any legal measures are warranted against the service providers.