More than two million customers of the telecommunications company Entel will receive compensation following an agreement with Chile’s National Consumer Service (SERNAC). The agreement comes after Entel initiated a process in January 2023 involving the non-renewal and offer of new contracts for its mobile, fixed, and pay television services.
The voluntary collective procedure led by SERNAC concluded with an agreement that provides compensation to 2,633,487 consumers affected by these contractual changes. The total amount set aside for compensation and indemnities is $8,500,243,960 pesos.
Consumers who filed complaints with SERNAC by December 18, 2025 will receive an additional payment to cover the “cost of the complaint.” Those who visited SERNAC offices in person will receive approximately $13,250 pesos. Consumers who contacted SERNAC via call center will get about $1,390 pesos, while those who submitted their claims through www.sernac.cl will be compensated with roughly $1,185 pesos.
The payment method will vary depending on whether recipients are current Entel customers. Additional details regarding distribution methods were not specified in the announcement.
Entel has also agreed to adopt new measures for its communication and procedures related to contract terminations and proposals for new contracts. The company committed to informing consumers about the scope of this agreement through website notices, email communications, and explanatory notes included on customer bills.
Finally, both the number of eligible consumers and the specific compensation amounts will be confirmed through an external audit report.
###
