In the 1st half of 2016, ANACOM received 31,800 complaints, down 0.7% over the same period year-on-year, the lowest number since 2013. Of the total, 84% (26,700 claims) relate to electronic communications services, 1.4% less than in the same period.
Cabovisão and NOS are the operators with higher than average complaint rates in this period (1.8 per thousand customers), with 3.5 and 3.1 complaints per thousand customers, respectively. MEO is the third most complained about operator, with 1.4 complaints per thousand customers, followed by Vodafone with 1.2. As far as bundles of services were concerned, however, Vodafone is the most complained about provider, with 3.3 complaints per thousand customers.
Most complaints about electronic communications services are related to bundles of services with a mobile telephone service. The bundles of services have the highest rate of complaints (2.2 complaints per thousand customers), and the only one that is above average. The main reasons for complaints about bundles are sales of the service (25.5% of total complaints about bundles) and service cancellation (23.6%).
With regard to the mobile service the main theme of the complaints is the equipment (35.6%) - including malfunctions and issues related to the guarantee - while in the case of landlines it is failures (26.7%) and portability (20.9%). With regard to fixed location Internet, the main reasons for complaint were speed (39.7%) and failures (34.3%). Regarding mobile Internet, it was sales of the service (22.2%) and billing (21.3%). The subject of most complaints in the case of subscription television signal distribution are failures (29.1%).
With regard to postal services, the number of complaints (13.5% of the 31,800 received by ANACOM) increased by 17.9% over the same period. About 45% of the complaints are associated with problems in the delivery of postal items. The subjects receiving most complaints were customer service at counters and post offices (26.4%), delay in the delivery of postal items (13.7%), lack of attempt at home delivery (11.9%), distribution problems (11%) and loss (10.8%).
In the same period there were 144 complaints about DTT (38.5% down year-on-year), representing 0.5% of total complaints. Coverage and reception service were the aspects responsible for reducing complaints about DTT.
Other services, including information society services, value-added services, premium rate services and audiotext services, accounted for about 2% of the complaints received during the period.
Consult the statistical report:
- Reclamações sobre serviços de comunicações - Relatório do 1.º semestre de 2016 https://www.anacom.pt/render.jsp?contentId=1395680
