During the first half of 2007, ANACOM received 10,259 written complaints and 363 requests for information from users of communications services and from the general public about their dealings with providers of communications services and the use of these services. In addition, a further 2,347 consultations were made by phone or in person.
Compared to the same period of 2006, the overall volume of complaints has increased by 28%, which is explained, above all by the fact that the volume of entries made in complaint books only stabilised in March 2006, three months after the legal regime governing this system entered into force.
Complaints made using the complaints book system made up around 66% of the total volume of complaints received by this Authority during the first half of 2007, and accounted for nearly all the complaints (96%) received about the postal sector.
The majority of complaints, as in previous years, were about the electronic communications sector, with issues of equipment, customer service and billing behind most of these. It should also be noted that an exceptional volume of complaints was received in respect of selection and pre-selection, due to an increased number of reported delays in the deactivation of this service. At the same time the number of complaints on the unbundling of the local loop saw a fall.
In the postal sector, also in line with the previous year, the correspondence service gave rise to the largest number of complaints, followed by post office services. The most common issues raised in complaints involved customer service and delays or failure to deliver correspondence or parcels.
During the same six months, ANACOM received 363 requests for information, 39% less than during the same period of 2006. Again the electronic communications sectors gave rise to most of these, with the other sectors and especially the postal sector giving rise to considerably fewer.
See also:
- 28% increase in complaints addressed to ANACOM https://www.anacom.pt/render.jsp?contentId=523945
