Complaints about the communications sector increased by 25% in the first half of 2018

The communications sector was cited in 52.1 thousand complaints in the first half of 2018, 25% more than in the same period of 2017. About 82% of complaints about the sector were presented in complaint books (physical and electronic - the latter coming into force in July 2017). The remaining 18% were sent directly to ANACOM.

Of the total number of complaints registered in the first half of the year, around 80% referred to the electronic communications sector (around 41,500) and 20% to postal services (around 10,700).

Of complaints concerning the electronic communications sector presented in complaint books, 96% referred to the three largest operators: 14,500 (45%) to MEO (an increase of 105% compared to the same period of 2017), 9,500 (30%) to Grupo NOS (an increase of 22%), and 800 (21%) to Vodafone (an increase of 44%).

The issues giving rise to most complaints about the electronic communications sector (complaints entered in complaint books) were billing (15%), service faults (15%) and service cancellations (10%).

In the case of postal services, CTT received 9,800 complaints (88% more than in the same period of 2017), corresponding to 93% of the complaints presented in complaint books.

The main reasons for the complaints entered in electronic complaints book concerning postal services were related to distribution: delays in delivery (31%), significant loss/delay (16%), delivery at the wrong address (9%), distribution failure (9%), lack of attempt to deliver to the recipient (8%).

Consult the statistical report: