ANACOM plans to launch very soon the Knowledge Platform for Consumer Dispute Arbitration, a space for the exchange of information and knowledge, training and cooperation between ANACOM and Consumer Dispute Arbitration Centres (CACC) with which ANACOM has signed cooperation and funding protocols under Law No 144/2015 of 8 September (RAL Law). This platform aims to increase efficiency and simplify the relationship between the different bodies involved.
By developing this solution, ANACOM is contributing to the following objectives which it considers essential in order to fulfil its statutory mission of protecting service users and promote alternative dispute settlement solutions:
- To promote the continuous improvement of consumer information and dispute settlement services in the communications sector;
- To improve the production and exchange of information on consumer rights, consumer experience and dispute settlement in the communications sector;
- To improve the quality of information available on dispute settlement in the communications sector;
- To facilitate the flow and channels of consumer-related information between the various stakeholders with a role in the communications sector; and
- To centralise information on dispute settlement in the communications sector.
ANACOM currently works with and finances seven Consumer Dispute Arbitration Centres which are responsible for mediating, conciliating and arbitrating disputes between consumers and operators of electronic communications services and postal services, and contributes to the development of these consumer redress bodies and their specialisation in regulated sectors through the development of initiatives such as the Knowledge Platform..
On the day of consumer rights, ANACOM publishes a special episode of the ANACOM Podcasthttps://open.spotify.com/show/55UP950rQh1kt7eDinOCmA, in which you can find out about the services and tools that ANACOM offers you as a consumer of electronic communications and postal services.
On Consumer Day, we also took the opportunity to characterise the communications consumer, who: accesses the Internet daily, opts for packages with 4 or 5 services and shops online. These are some of the behaviours that will define the electronic communications consumer of 2022. ANACOM presents you with an infographic showing the main consumer characteristics and trends that will define the consumer of 2022https://www.anacom-consumidor.pt/-/dia-do-consumidor-sabe-como-se-caracteriza-o-consumidor-de-comunicacoes-eletronicas-.
On this day, we also recall the most recent initiatives taken by ANACOM to protect the rights of communications consumers:
- dissemination campaign and decisions related to the offer of social Internet tariffshttps://www.anacom.pt/render.jsp?contentId=1717706;
- recommendation to operatorshttps://www.anacom.pt/render.jsp?contentId=1732570 to assess and mitigate the impact of price revisions on households and improve the conditions of offers;
- Minuto Consumidorhttps://www.anacom.pt/render.jsp?categoryId=426503, (Consumer Minute), a fortnightly one-minute video, in which ANACOM tries to answer the most frequently asked questions, with simple and practical information to help consumers in their relationship with providers;
- a proposed legislative amendmenthttps://www.anacom.pt/render.jsp?contentId=1740171 to reduce the maximum lengh of the loyalty period from 24 months to 6 months, given the clear benefits this will bring to consumers, who will benefit from greater choice and switching power.
ANACOM will always continue, within limits of its powers, to promote initiatives and adopt measures to protect the rights of communications consumers.
