In 2020, ANACOM received approximately 125.5 thousand written complaints against communications services providers, 27.8 thousand, or 28%, more than in 2019, which is explained by the greater use of and dependence on communications services arising from the COVID-19 pandemic. Electronic communications were the sector most complained about, with 87.6 thousand complaints, corresponding to 70% of the total complaints and 25% more than in the same period of the previous year. The postal services accounted for 37.9 thousand complaints, about 30% of the total complaints of 2020, having grown by 37%.
In the electronic communications sector, MEO was the provider that received most complaints, with 35% of the 87.6 thousand complaints about telecommunications, followed by NOS with 32%, Vodafone with 30%, and Nowo/Oni with 4%. Vodafone was the provider that recorded the highest increase of complaints, 32% more; followed by MEO, with 24% more; NOS, with 23% more, and Nowo/Oni, which recorded an increase of 13% of complaints.
Among the providers most complained about, NOS was the one that recorded the highest number of complaints per thousand customers (10), above the sector average (7). This was followed by Vodafone (7) and MEO (5). The distribution of complaints among these providers continued on the trend of convergence observed since 2019.
The ranking of the subjects most complained about is led by the billing of services, accounting for 27% of the total complaints of the sector in 2020. The billing of values considered inappropriate due to services not provided or consumption not carried out and due to the non-fulfilment of agreed conditions were the main complaints and the ones that most grew in relation to 2019 concerning billing.
It should be highlighted that the billing of services was the topic most complained about at MEO and Vodafone, representing 31% and 28%, respectively, of the complaints against these providers. In the case of NOS, the subjects most subject to complaint are related to the hiring of services (24%) and technical assistance (23%). In the case of Nowo/Oni, the majority of the complaints are linked to service failures (35%) and technical assistance (31%).
In view of the enormous use of the internet in 2020, arising from the pandemic and the fact that a large portion of the population has been engaged in telework and with online schooling during part of the year, there was an increase in complaints about the speed of access to the internet among all operators, especially the fixed, which was the most used. Complaints about this issue account for 6% of the total complaints of the telecommunications sector, one percentage point more than in 2019, and is ranked in the 9th place of the top subjects most complained about in 2020.
Delays in delivery dominate complaints in the postal sector
In 2020, delays in delivery, especially parcels, dominated the complaints about the postal services, having been mentioned in 38% of the approximately 38 thousand complaints of this sector, 7 percentage points more than in 2019. This was also the subject that recorded the highest increase of complaints.
The second topic with most complaints refers to home delivery problems (27%), especially the lack of attempted delivery. In the third place is customer care, with 22% of the complaints, primarily about difficulties of access and functioning of the telephone lines and the cost of calls to these lines.
CTT – Correios de Portugal led the complaints in the postal sector, having experienced a 23% increase of the complaints received in 2020, to more than 28 thousand, accounting for 75% of the sector's total complaints. CTT was followed by DPD, with 18% of total complaints, corresponding to 6,900 complaints, 120% more than in 2019.
Consult the statistical report:
- Reclamações sobre serviços de comunicações - Análise do ano 2020 https://www.anacom.pt/render.jsp?contentId=1603364
- Reclamações sobre serviços de comunicações - Relatório do 2.º semestre de 2020 https://www.anacom.pt/render.jsp?contentId=1603365
