Report on the Quality System of the Universal Postal Service of CTT - Correios de Portugal, S.A., with respect to 2007, for the purposes of paragraph 7 of Article 8 and paragraph 3 of article 22 of Law no. 102/99 of 26 July, as amended by Decree-Law no. 116/2003 of 12 June
Whereas:
i) under the terms of paragraph 7 of Article of Article 8 and paragraph 3 of article 22 of Law no. 102/99 of 26 July, as amended by Decree-Law no. 116/2003 of 12 June, ICP - Autoridade Nacional de Comunicações (ICP-ANACOM), as the regulator of the postal sector, is charged with ensuring, independently from CTT - Correios de Portugal, S.A. (CTT), as provider of the universal service, quality level monitoring for the services actually provided. The results shall be published in a report at least once a year;
ii) the Universal Postal Service Quality Convention, made on 21 April 2006 between ICP-ANACOM and CTT, pursuant, in particular, to paragraph 5 of Article 8 of said Law 102/99 of 26 July, set out the indicators of quality of service provided by CTT in 2007;
iii) under the terms of paragraph 3 of article 22 of the same Law, ICP-ANACOM shall ensure that the universal service provider publishes information on the total number of complaints and the manner in which they are processed, along with an annual report on the monitoring of service quality levels provided by CTT;
iv) ICP-ANACOM performed an audit with respect to the indicators of quality of service and the complaints system of CTT, with reference to 2007;
v) this audit was performed by an entity with independence from CTT;
vi) the conclusions of the performed audit1,
ICP-ANACOM declares, for the purposes of paragraph 7 of Article 8 and paragraph 3 of article 22 of Law no. 102/99 of 26 July, as amended by Decree-Law no. 116/2003 of 12 June, that, in respect of the system for the monitoring of service quality levels2 and the complaints system of CTT - Correios de Portugal, S.A. which were in application in 2007:
(i) The validity of the values of the QSI reported by CTT to ICP-ANACOM is ensured, notwithstanding the identification of limitations with respect to the sample, points of improvement of the monitoring system and the values of IQS7 and IQS8 being calculated based on transit times of international mail determined by the UNEX independent measuring system3;
(ii) It is not possible to ensure the validity of the indicators on complaints reported by CTT to ICP-ANACOM, in particular due to the fact that the sample analysed did not enable the information to be validated, and the analysis of the procedures of classification and statistical processing of complaints revealed limitations with respect to the validation of accuracy.
Following the audit, the Board of Directors of ICP-ANACOM issued determinations and recommendations with the aim of further improving the quality of service and complaint systems of CTT. The Board also reiterated those issued in prior years, and sought reasoned information on the state of their implementation.
1 Which are the exclusive responsibility of the entity which carried it out and independent of the conclusions of ICP-ANACOM on the system for the monitoring of service quality levels and the complaints system of CTT.
2 QSI1 - Transit time for Non-Priority Mail (D+3);
QSI2 - Transit time for Priority Mail - Mainland (D+1);
QSI3 - Transit time for Priority Mail - CAM (D+2);
QSI4 - Non-priority mail not delivered within 15 working days (per one thousand letters);
QSI5 - Priority mail not delivered within 10 working days (per one thousand letters);
QSI6 - Transit time for Newspapers and Periodicals (D+3);
QSI7 - Transit time for Intra-community Cross-border (D+3);
QSI8 - Transit time for Intra-community Cross-border Mail (D+5);
QSI9 - Transit time for Non-priority Parcels (D+3);
QSI10 - Waiting time at Post Establishments (percentage of waiting times not exceeding ten minutes).
3 UNEX Quality of Service Monitoringhttp://www.ipc.be/index.php?option=com_content&task=view&id=43&Itemid=152.
