In the first half of 2017, ANACOM recorded 37.3 thousand complaints, 17% more than in the first six months of 2016. Of this total, 30,500 complaints referred to electronic communications - an increase of 13.5% versus the first six months of 2016.
Between January and June, MEO was the operator most cited in complaints (38.5% of complaints received by ANACOM), followed by NOS (36.2% of complaints), Vodafone (19.6% of complaints) and NOWO (4.2% of complaints). In all cases, "Sale of the service" and "Cancellation of the service", are among the subjects most commonly given as cause of complaint, representing 14.8% and 13.8% of complaints, respectively. "Alteration of contractual conditions by the operator," representing 7.3% of complaints, was one of the causes where complaints rose the most - an increase of 58.5%.
Among the different offers, bundles of services gave rise to the largest number of complaints in the first six months of 2017, making up 28.4% of complaints, followed by the mobile telephone service (24.9% of complaints). In addition to registering the largest volume of complaints, bundles of services also saw the highest rate of complaints (2.4 complaints per thousand customers), and was the only offer with a rate of complaints that was above the average of 2.1 complaints per thousand customers.
NOWO and NOS registered above-average complaints rates in the reported period (NOWO with 6.1 complaints per thousand customers and NOS with 3 complaints per thousand customers); MEO followed with 1.9 complaints per thousand customers and Vodafone with 1.4 complaints per thousand customers.
Among the larger providers, NOS was the only provider that saw a decrease in the rate of complaints compared to the same period of 2016.
Over the same period, there were 5,435 complaints about postal services, making up 14.6% of all complaints received by ANACOM and representing an increase of 26.5% versus the first six months of 2016. In terms of provider, most complaints referred to CTT - Correios de Portugal (92% of complaints), followed by CTT Expresso (4.5% of complaints).
Around 45% of the complaints registered in the first six months of 2017 were associated with problems in the distribution of postal items. The issues most commonly referred to in complaints were "Customer service" (22.6%), "Significant loss/delay" (14.6%) and "Lack of attempt to deliver to recipient" (12%).
Complaints about Information Society services (e.g. subscription of services or digital content over the Internet), despite representing only 3% of total complaints, have seen a very significant increase in number, rising from 386 complaints in the first half of 2016 to 1,129 complaints up to the end of June 2017.
DTT was the subject of 201 complaints in the first half of 2017, which corresponds to only 0.5% of all complaints received. Nevertheless, there was an increase of 57 complaints compared to the same period of 2016.
Consult the statistical report:
- Reclamações sobre serviços de comunicações - Relatório do 1.º semestre de 2017 https://www.anacom.pt/render.jsp?contentId=1419596
