The fixed Internet access service gave rise to the largest number of complaint records per thousand customers (4.28), followed by the subscription television service (4.26) and the fixed telephone service (2.77).
|
Service cited |
Records 2012 |
Proportion of records 2012 |
Customers (2012 average)1 |
Complaints per thousand customers in 2012 |
Complaints per thousand customers in 2011 |
Annual change |
|
Fixed Internet access service |
9 657 |
16,07% |
2 258 339 |
4.28 |
4.19 |
2.1% |
|
Subscription television service |
13 330 |
22,18% |
3 126 015 |
4.26 |
3.44 |
23.9% |
|
Telephone service at a fixed location2 |
10 466 |
17,41% |
3 774 743 |
2.77 |
2.74 |
1.4% |
|
Mobile Internet access service3 |
4 600 |
7,65% |
3 107 791 |
1.48 |
1.85 |
-20.1% |
|
Public pay-telephone service4 |
25 |
0,04% |
24 567 |
1.02 |
1.88 |
-45.8% |
|
Mobile Telephone Service5 |
11 628 |
19,35% |
16 673 153 |
0.70 |
0.83 |
-15.6% |
|
Voice over Internet service (nomadic VoIP)6 |
17 |
0,03% |
77 297 |
0.22 |
0.28 |
-20.5% |
|
Virtual Phone Card Service |
14 |
0,02% |
1 259 449 |
0.01 |
0.01 |
-6.6% |
|
Other electronic communications services and unidentified services7 |
10 366 |
17,25% |
n. a. |
n. a. |
n. a. |
n. a. |
Source: ICP-ANACOM.
Among the subjects giving rise to most complaints in the electronic communications sector, there's a preponderance of issues related to contracting, service cancellation, equipment, billing and faults.
|
Subject |
Records 2011 |
Records 2012 |
Proportion of records 2012 |
Annual change |
Weight of |
|
Contract |
8 177 |
10 064 |
16.74% |
23.08% |
12.96% |
|
Cancellation of service |
5 692 |
9 916 |
16.50% |
74.21% |
29.02% |
|
Equipment |
8 514 |
7 105 |
11.82% |
-16.55% |
9.68% |
|
Billing |
7 741 |
6 382 |
10.62% |
-17.56% |
9.34% |
|
Faults |
5 923 |
5 926 |
9.86% |
0.05% |
0.02% |
|
Tariffs |
3 810 |
4 834 |
8.04% |
26.88% |
7.03% |
|
Provision of initial connection or installation |
5 107 |
4 267 |
7.10% |
-16.45% |
5.77% |
|
Customer service |
4 699 |
3 054 |
5.08% |
-35.01% |
11.30% |
|
Suspension of service |
2 266 |
1 954 |
3.25% |
-13.77% |
2.14% |
|
Speed |
965 |
1 647 |
2.74% |
70.67% |
4.69% |
|
Portability |
1 279 |
1 397 |
2.32% |
9.23% |
0.81% |
|
Technical Support |
2 107 |
1 249 |
2.08% |
-40.72% |
5.89% |
|
Other issues |
2 504 |
2 308 |
3.84% |
-7.83% |
1.35% |
|
Total |
58 784 |
60 103 |
100% |
2.24% |
|
Source: ICP-ANACOM.
As regards the providers of electronic communications cited in complaints, the graphs below show the number of records per service, as well as the number of complaints per 1,000 customers (comparing 2012 with the previous year) and market share by provider and by service8.
Graph 36. Number of complaint records about the fixed Internet access service by provider9
Source: ICP-ANACOM.
Graph 37. Complaint records about the fixed Internet access service per thousand customers by provider10
Source: ICP-ANACOM
Graph 38. Share of fixed Internet access market by provider11
Source: ICP-ANACOM.
Graph 39. Number of complaint records about the subscription television service by provider
Source: ICP-ANACOM.
Graph 40. Complaint records about on subscription television service per thousand customers by provider
Source: ICP-ANACOM.
Graph 41. Share of subscription television service market by provider
Source: ICP-ANACOM
Graph 42. Number of complaint records about fixed telephone service by provider
Source: ICP-ANACOM.
Graph 43. Complaints records about fixed telephone service per thousand customers by provider
Source: ICP-ANACOM.
Graph 44. Share of fixed telephone service market by provider
Source: ICP-ANACOM.
Graph 45. Number of complaint records about mobile Internet access service by provider
Source: ICP-ANACOM.
Graph 46. Complaint records about mobile Internet access service per thousand customers by provider
Source: ICP-ANACOM.
Graph 47. Share of mobile Internet access service market by provider
Source: ICP-ANACOM.
Graph 48. Number of complaint records about mobile telephone service by provider
Source: ICP-ANACOM.
Graph 49. Complaint records about the mobile telephone service per thousand customers by provider
Source: ICP-ANACOM.
Graph 50. Market share of the mobile telephone service (MTS) by provider
Source: ICP-ANACOM.
1 The annual average is calculated based on quarterly data submitted to ICP-ANACOM by service providers, divided by the four quarters of the year, with the exception of the mobile telephone service, whose information is updated monthly, whereby the average is monthly.
2 The fixed telephone service includes indicators relating to the virtual private network (VPN) service and access to the fixed telephone network.
3 In the mobile Internet access service, the number of mobiles stations/devices of active users with access through cards / modem and the number of mobile phones, smart-phones, PDA, etc. was considered.
4 Public pay-telephone means terminal equipment to access the FTS, installed in a public place, including with restricted access, available to the general public under a commercial offer.
5 For the mobile telephone service the number mobile stations/ devices of active users with post-paid, prepaid and combined/hybrid plans was considered.
6 Users with a contractual relationship with a nomadic VoIP provider allocated a numbering resource who actually used the service during the quarter being reported, in terms of access for call origination or reception. For more information see ICP-ANACOM's position on VoIP services available at www.anacom.pt.
7 Of the 60,103 complaint records on the electronic communications sector, 10,366 (17%) refer to the other services within the sector or services which could not specifically identified.
8 There are providers that operate in specific market segments. The relative position holds of each provider should not be interpreted as an indicator of quality of service or of the performance of these operators in the segments they serve. On the other hand, in the analysis of complaints by service and provider, it is relevant to take the relative position of each provider - market share - into consideration when looking at the data. In fact, it is to be expected that a provider that operates above all, for example, in the fixed Internet access market will be the subject of proportionally more records per thousand customers of this service than one that operates mainly in the mobile services market.
9 In the analysis of the number of complaint records, the category ''Other alternative providers'' includes providers of electronic communications services cited, in 2012, in at least 1 (one) complaint record and in less than one hundred (100) complaint records for all electronic communications services considered here (fixed Internet access service; mobile Internet access service; telephone service at a fixed location; mobile telephone service; television subscription service).
10 In analyzing complaint records per one thousand (1,000) customers, only providers cited in complaint records and which simultaneously provide the service in question are considered.
The category ''Other alternative providers'' includes providers of electronic communications services cited, in 2012, in at least one (1) complaint record and in less than one hundred (100) complaint records for all electronic communications services considered here (fixed Internet access service; mobile Internet access service; telephone service at a fixed location; mobile telephone service; television subscription service).
11 In analysing market share, the category ''Other alternative providers'' includes service providers whose market share is equal to or less than 1%.
