Levels of quality of service provided by CTT (audit) - 2011
By determination of 3 July 2013, ANACOM took note of the conclusions of the audit, conducted by MAZARS & Associados - SROC, S.A., of the indicators of quality of service, complaints and information requests reported by Correios de Portugal, S.A. (CTT) for the year 2011 and of the study of actual mail prepared by CTT in order to update the samples used to measure the quality of non-priority and priority mail services; It was also decided to send the respective reports to CTT.
On the same date, it was decided to submit the following to the prior hearing of CTT, in accordance with articles 100 and 101 of the Código de Procedimento Administrativo (Administrative Proceeding Code), for a period of 15 working days: the report to be issued by ANACOM regarding the result of the auditing performed on the levels of quality of service provided by CTT in 2011; and the determinations and recommendations, also issued by ANACOM, with regard to the system for monitoring quality of service indicators and with regard to CTT's complaints handling system, including definition of the indicators to be reported and disclosed by CTT with regard to complaints, pursuant to paragraphs 5 and 6 of article 41 of Law no. 17/2012 of 26 April.
With the same time limit, CTT is also required to submit reasoned information as regards the determinations and recommendations issued by ANACOM up to 2008, which the auditors identified in the audit reports for the years 2010 and 2011 as not being fully implemented.
