Complaint books

Decree Law no 156/2005 of 15 September establishes the obligation for providers of goods and services, as listed in the respective Annexes I and II, to make a complaints book available on their premises. Such providers include providers of electronic communication and postal services.

Administrative Rule no 1288/2005 published on 15 December gave approval to the model, edition, price, supply and distribution of the complaint books to be made available by providers of goods and services, as well as the model for the notice to be displayed in the respective premises.

This scheme, which has been in force since January 2006, sets out the procedures to be taken into account in the application of this measure with suppliers of goods and services under obligation to send complaints entered in the complaint books to the respective regulatory or market oversight body – of which ANACOM is one. The offences applicable for infractions of the scheme were also established with the authorities conferred with powers to enforce the legislation and instruct legal proceedings.

Every six months, the competent regulatory and market oversight bodies send statistical information on the types and nature of complaints received and handled to the Directorate-General of the Consumer.

In the event that documentation received from a provider of electronic communication or postal services is found to be insufficient or submitted incorrectly, ANACOM will issue a clarification on the matter, which can be consulted at: Complaints book - clarification on associated documentationhttp://www.anacom.pt/render.jsp?contentId=476052.

Further information:

Directorate-General of the Consumer: Frequently asked questions on complaint bookshttp://www.consumidor.pt/aaaDefault.aspx?f=1&js=0&codigono=6127AAAAAAAAAAAAAAAAAAAA

Directorate-General of the Consumer: Complaint bookshttp://www.consumidor.pt/ms/1/default.aspx?id=5004

Related information on ANACOM’s website:

ANACOM receives over 15 thousand complaints in first half of 2008http://www.anacom.pt/render.jsp?contentId=672060

ANACOM receives over 10,000 complaints in first half of 2007http://www.anacom.pt/render.jsp?contentId=523947

Around 17,300 complaints received by ANACOM in 2006http://www.anacom.pt/render.jsp?contentId=475913

Requirement for complaint book provisionhttp://www.anacom.pt/render.jsp?contentId=318385

Approved diploma reinforcing consumer protectionhttp://www.anacom.pt/render.jsp?contentId=296309