This information has been replaced, please consult the updated information about Complaints book - clarification on associated documentation
Within the scope of implementation of Decree-Law no. 156/2005, of 15 September, which makes the widespread provision of a complaint book mandatory for every establishment, including electronic communications and postal service providers, there has been a trend towards receiving insufficient or wrongly submitted documentation.
ANACOM thus informs:
- According to paragraph 1 of article 5 of the mentioned statutory instrument, the originals of complaint statements shall be submitted within a 5-working-day deadline to the following address:
UM-TSM - Unidade de Missão para o Tratamento de Solicitações sobre o Mercado
Autoridade Nacional de Comunicações (ICP- ANACOM)
Avenida José Malhoa, 12
1099-017 Lisboa
- The notice affixed in the establishment, pursuant to point c) of paragraph 1 of article 3, shall bear the following address, for the purpose of compliance with paragraph 4 of article 5:
Autoridade Nacional de Comunicações (ICP- ANACOM)
Avenida José Malhoa, 12
1099-017 Lisboa
- For the purposes of article 4, employees of establishments shall:
(a) ensure that the user provides all necessary particulars concerning his own identification;
(b) ensure that the user identifies the service provider and the respective address properly; and
(c) collaborate towards ensuring that the facts for the complaint are clearly and fully described.
Consult:
- Decreto-Lei n.º 156/2005, de 15 de setembro https://www.anacom.pt/render.jsp?contentId=961674
