Determination ordering CTT to correct information provided on obligations applicable under the regime governing complaint books

On 4 April 2019, ANACOM approved a draft decision ordering CTT - Correios de Portugal (CTT), S.A. to correct information provided on obligations applicable under the regime governing complaint books,  specifically as regards the existence and availability of complaint books at postal service offices.

Accordingly, ANACOM decided:

1. To order CTT to correct the information in question, no later than 30 working days following the date of notification of the final decision, bringing the information into line with the exact scope of the provisions of Decree-Law no. 156/2005 of 15 September (current version), in all media in which it makes such information available, making it clear that:

i. whenever customers present themselves at postal service offices with the intention of submitting complaints about postal services, complaint books must be made available at the postal service offices, regardless of whether the services in question were provided at that establishment;

ii. in cases where provision of postal services is carried out, albeit in a non-exclusive or principal manner, from the premises of a service or body of the Public Administration that has contact with the general public, CTT is required to ensure the availability of complaint books as under Decree-Law no. 156/2005 of 15 September, and is also required to ensure accomplishment of the other obligations established therein.

2. To order CTT to send ANACOM proof demonstrating that the information in question has been corrected, no later than 5 working days following expiration of the period referred to in the previous point and under the terms defined therein.

3. To recommend to CTT that it specifies the deadline for sending the originals of complaint sheets in the information referred to in point 1.

It was also decided to submit the determinations set out in points 1 and 2 to the prior hearing of CTT, pursuant to articles 121 and 122 of Código do Procedimento Administrativo (Administrative Proceeding Code), with a period of 10 working days given for this purpose.