Handling of complaints submitted through the complaints book - dematerialization of the transmission of information and documentation and requirements to be met by replies to these complaints

By decision of 23 March 2018, ANACOM approved the draft decision (DD) regarding the dematerialisation of the transmission of information and documentation between communications service providers and ANACOM in the context of the handling of complaints submitted through the complaints book and the requirements to be met by replies to these complaints.

According to this DD, complaints submitted through the complaints book in the physical format, and other legally provided elements, sent by CTT - Correios de Portugal (CTT), CTT Expresso - Serviços Postais e Logística (CTT Expresso), Chronopost Portugal - Transporte Expresso Internacional (Chronopost), MEO - Serviços de Comunicações e Multimédia (MEO), NOS Comunicações (NOS), NOWO Communications (NOWO), and Vodafone Portugal - Comunicações Pessoais (Vodafone) must be done through the electronic platform that has been created by ANACOM for this purpose, known as "SIM Requests" (“SIM Solicitações”).

In addition, since problems have been confirmed in the response of the most complained about communications service providers to the complaints presented in the complaints book, in the physical and electronic formats, the approved DD also determines requirements that must be met by the service providers in this regard.

On the same date, ANACOM also decided to submit this DD to a preliminary hearing of CTT, CTT Expresso, Chronopost, MEO, NOS, NOWO and Vodafone, pursuant to Articles 121 and 122 of the Code of Administrative Procedure, establishing a time limit of 10 working days for them to comment.