ANACOM received 54,710 complaints about electronic communications services in 2015, 17.3% fewer than in 2014. A reduction was reported across all services and may be related to several factors, including stabilisation in the offers of service providers and improved levels of information among consumers.
Bundles of services were the object of most complaints in 2015, with 4.69 complaints per thousand customers, representing a total of 14,529 complaints; this still represents a drop of 14.8% versus 2014. Vodafone, with 13.8% market share in terms of customers, reported the highest rate of complaints per thousand customers (6.76). NOS, with a 39.4% share, reported 5.14 complaints per thousand customers, while MEO, which has a 41.1% share, reported 3.87 complaints per thousand customers.
The mobile phone service was the service with the second highest level of complaints in 2015, with 1.30 complaints per thousand customers. The service was cited in 15,312 complaints, 18.3% fewer than in 2014. NOS, which has a 19.7% share of the market, reported the highest rate of complaints per thousand customers (2.48), followed by Vodafone, which has a share of 33.4% and reported 1.09 complaints per thousand customers; and MEO, which has a 45.3% market share, with 1 complaint per thousand customers.
The subscription TV service registered about 3,957 complaints, 15.5% fewer than in 2014, and was service with the 3rd highest level of complaints with 1.15 complaints per thousand customers. NOS, which leads the market with a 43.8% share, recorded the highest rate of complaints (1.53 per thousand customers), followed by Vodafone with 1.09 complaints per thousand customers and MEO with 0.77 complaints per thousand customers.
In 2015, they were 2,311 reported complaints about the fixed Internet access service, 14.1% fewer than in 2014. This service reports the 4th highest level of complaints (0.77 complaints per thousand customers). Cabovisão is the operator with the highest number of complaints per thousand customers (1.12), while MEO, which had the largest share of customers (44%) reported 0.56 complaints per thousand customers.
The mobile Internet access service saw 2,875 complaints in 2015, 7% fewer than in 2014. Considering the universe of customers, this service saw the 5th highest level of complaints (0.54 complaints per thousand customers). NOS was the provider with the highest rate of complaints (0.89 complaints per thousand customers). MEO, with the largest share of customers (43.9%) had 0.42 complaints per thousand customers and Vodafone 0.40 complaints per thousand customers.
The fixed telephone service, cited in 2,234 complaints in 2015 (23.7% fewer than in 2014), was the electronic communications service with the lowest level of complaints (0.48 complaints per thousand customers). NOS, which has a share of 32.8%, reports the highest rate of complaints (0.82 per thousand customers). MEO, which has a share of 52.1%, reported 0.3 complaints per thousand customers.
With regard to postal services, in 2015, the number of complaints fell by 5% to 7,609. The distribution of postal items was the service that generated the most complaints (3,423 complaint records), followed by correspondence and postal parcels, with 999 and 826 complaints respectively.
Complaints about digital terrestrial television saw a sharp reduction, falling 43.5% to 522. Complaints about reception problems dominated, representing 92.1% of total DTT complaints.
ANACOM also received 378 complaints about value-added services based on SMS/MMS-sending, more than double compared to 2014; 358 complaints about information society services, including e-commerce (increasing by 51.7%). Premium rate services resulted in 141 complaints (23.4% fewer than in 2014); and audiotext services generated 3 complaints.
Consult:
- Reclamações sobre serviços de comunicações - Análise do ano 2015 https://www.anacom.pt/render.jsp?contentId=1384711
- Reclamações sobre serviços de comunicações - Relatório do 2.º semestre de 2015 https://www.anacom.pt/render.jsp?contentId=1384714
