Direito do consumidor : acesso à informação por meio do M-learning

Abstract

The present scientific research arose from the problematic identified with consumers who went to the consumer police station of the State of Pernambuco in search of solutions to their problems in consumer relations. Initially, it was possible to perceive that many consumers while attentive to their rights, did not know the correct place to find a solution. In view of this, the hypothesis raised was that by offering information on the right of the consumer in an accessible manner and linked to the use of a mobile device, that is, through a mobile or tablet application, consumers would have a better knowledge Their rights. At this point, with the continuous use of the application, in the medium and long term the consumer defense institutions will have access to a local situational diagnosis where, through the management of knowledge, these institutions will be able to make strategic decisions that improve their actions against the defense these rights. The starting point was the collection of secondary data through the police report of the last 10 years, in spite of the fact that it has been reported on crimes related to consumption. After that, a quantitative method was chosen to identify the main problems encountered in consumer relations, going beyond the criminal issue, and identifying the use of mobile devices by these consumers. A review of the literature was carried out to verify the academic scenario that encompassed distance education and consumer rights through technology and mobile learning. The theoretical framework involved the management of knowledge and distance education through M-learning. Finally, the results of the secondary and field surveys were satisfactory demonstrating that the complaints made at the police station did not refer only to crimes, but to various problems related to consumption, which also made evident the lack of knowledge of the citizen about the correct institution for Resolve that conflict. In this way and confirming, the empirical knowledge was carried out the development of the prototype of the application and later a test with users to verify its viability. In addition to this, a proposal was developed, through an EaD course, for the dissemination of knowledge in the area of consumer law along with prospective multipliers: police officers from other police stations and agents of consumer protection institutions.