ANACOM received 46 038 complaints in 2011, which is more than in 2010 when it recorded 44 108. The vast majority of complaints, about 79 per cent, were submitted through complaints books.
In that period, this Authority also received 1270 requests for information, 69 suggestions, 28 petitions, and 49 communications of other types.
With regard to ANACOM’s front office services, 7216 phone and face-to-face requests were recorded, 5587 of which were complaints, while the other 1638 were requests for information.
Most of the complaints made by phone (78.2 per cent of all complaints received) concerned the electronic communications sector. The telephone service at a fixed location stands out, with about 47 per cent relative to the other services in the sector.
The fixed Internet access service, the subscription television service, and the telephone service at a fixed location recorded the highest number of complaints per thousand customers. The complaints are mainly related to problems with equipment, contract conditions, billing, and service malfunctions.
Postal services accounted for 15.3 per cent of all complaints received by ANACOM, with the correspondence service receiving the most complaints. Customer service is the main cause for complaint, which is related to users going to the offices of the providers of these services and, consequently, to the proportion of complaints submitted through complaints books in the total number of complaints addressed to ANACOM.
Consult:
- Relatório anual de reclamações e pedidos de informação - 2011 https://www.anacom.pt/render.jsp?contentId=1138035
