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Identix - International Business Presentation

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O PAPEL DAS AGÊNCIAS REGULADORAS COMO MEDIADORAS DE The role of regulatory agencies as a mediator of

CONFLITOS - A EXPERIÊNCIA DA ARCE NA ÁREA DE ENERGIA CONFLICT - THE EXPERIENCE IN THE FIELD OF ENERGY ARCE

ELÉTRICA. ELECTRIC.

Eng. e Adv. José Luiz Lins dos Santos Adv Eng and José Luiz dos Santos Lins

Adv. Daniela Carvalho Cambraia Dantas Adv Daniela Carvalho Dantas Batiste

Eng. Cássio Tersandro de Castro Andrade Mr. de Castro Andrade Cássio Tersandro

Agência Reguladora de Serviços Públicos Delegados do Estado do Ceará (Arce) Public Services Regulatory Agency of Delegates of the State of Ceará (Arce)

joseluiz@arce.ce.gov.br; daniela@arce.ce.gov.br ; cassio@arce.ce.gov.br joseluiz@arce.ce.gov.br; daniela@arce.ce.gov.br ; cassio@arce.ce.gov.br

RESUMO ABSTRACT

O objetivo do presente trabalho é discutir o papel da função mediadora das agências reguladoras The aim of this paper is to discuss the role of the mediating role of regulatory agencies

por meio de análise de estudo de caso. through analysis of case study. Trata-se da experiência da Agência Reguladora do Ceará It is the experience of the Regulatory Agency of Ceará

(Arce) na regulação dos serviços de distribuição de energia elétrica, objeto de delegação pela (Arce) in regulating the distribution services of electricity, subject to delegation by

Agência Nacional de Energia Elétrica (Aneel). National Energy Agency (Aneel). Nesse contexto, a mediação é vista sob enfoque In this context, mediation is seen in focus

proativo, no qual a interveniência do mediador nos processos de conflito instaurado entre proactive, in which the intervention of the mediator in cases of conflict between established

usuário e prestador do serviço deve contemplar a indicação de alternativas para a solução dos user and service provider should provide an indication of alternatives for solving the

problemas, à luz dos conhecimentos técnicos e de acordo com a legislação do setor. problems in the light of knowledge and in accordance with the laws of the sector. Assim, Thus,

inicialmente, são abordados os aspectos teóricos da mediação, dispondo sobre o entendimento a Initially, we focus on the theoretical aspects of mediation, providing on the understanding

ser considerado no contexto do marco regulatório. be considered within the regulatory framework. A comprovação da tese é realizada mediante The proof of the thesis is held by

apresentação do breve histórico da atuação da Arce no tratamento das reclamações dos usuários presentation of brief history of the performance of Arce in the treatment of user complaints

e no posicionamento da atual sistemática utilizada diante dessas reclamações, com descrição do and positioning the current system used on these claims, with description of

fluxo procedimental e analise comparativa dos resultados obtidos no decorrer do primeiro ano procedural flow and comparative analysis of the results obtained during the first year

(2008) de aplicação da nova metodologia. (2008) for implementing the new methodology.

Palavras-Chaves: Mediação. Key Words: Mediation. Mediador. Mediator. Conflito. Conflict. Arce. Arce.

THE ROLE OF THE MEDIATION FUNCTION OF THE REGULATORY AGENCIES THE ROLE OF THE FUNCTION OF THE Mediation REGULATORY AGENCIES

- THE EXPERIENCE OF THE REGULATORY AGENCY OF CEARÁ (ARCE) IN - THE EXPERIENCE OF THE REGULATORY AGENCY OF CEARA (ARCE) IN

THE REGULATION OF DISTRIBUTION SERVICES OF ELECTRICITY OF THE REGULATION OF ELECTRICITY DISTRIBUTION SERVICES

ABSTRACT ABSTRACT

The aim of this paper is to discuss the role of the mediation function of the regulatory agencies The aim of this paper is to discuss the role of the mediation function of the regulatory agencies

through analysis of a case study. Through analysis of the case study. This is the experience of the Regulatory Agency of Ceará This is the experience of the Regulatory Agency of Ceará

(Arce) in the regulation of distribution services of electricity, subject to delegation by the (Arce) in the regulation of distribution services of electricity, subject to delegation by the

National Agency of Electrical Energy (Aneel). National Agency of Electrical Energy (Aneel). In this context, mediation is seen on a proactive In this context, mediation is seen on the proactive

approach, where the intervention of the mediator in cases of conflict established between user approach, WHERE the Intervention of the mediator in cases of Conflict Between established user

and service provider shall include an indication of alternatives to the solution of problems in the and service provider Shall include an Indication of alternatives to the solution of problems in the

light of knowledge and accordance with the laws of the sector. light of knowledge and Accordance with the Laws of the sector. Thus, initially, it addressed the Thus, INITIALLY, it Addressed the

theoretical aspects of mediation, with the understanding to be considered in the context of the Theoretical Aspects of mediation, with the understanding to Be Considered in the context of the

regulatory framework. regulatory framework. The proof of the thesis is done by presenting the brief history of the role The proof of the thesis is done by presenting the brief history of the role

of Arce in handling complaints from users and the positioning of the current system used before Arce in handling of complaints from users and the positioning of the current system used before

such claims, with description of the procedural flow and comparative analysis of the results such claims, with description of the procedural flow and comparative analysis of the results

obtained during the first year (2008 ) from implementing the new methodology. Obtained During the first year (2008) from Implementing the new methodology.

Key-Words: Mediation. Key-Words: Mediation. Mediator. Mediator. Conflict. Conflict. Arce. Arce.

Área Temática : Qualidade da Regulação, Transparência e Participação da Sociedade Topic Area: Regulatory Quality, Transparency and Participation in Society

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