ANACOM received 63,822 complaints in 2013, an increase over 2012 when the regulator received a total of 57,220 complaints. Around 74 percent of the complaints received were submitted using complaint books.
Over the course of 2013, ANACOM also received 2,388 information requests, 52 suggestions, 81 petitions and 107 communications of other types.
The majority of complaints (81 percent of total complaints received by ANACOM) referred to the electronic communications sector, with bundles of services giving rise to the largest number of complaints within this sector. Multiple services, or services provided in a bundle, together with the Subscription television service and the Internet access service, were a focus of complaints, giving rise to the largest number of complaints per thousand customers. Complaints about contract conditions, equipment, faults, customer service, billing and portability made up the vast majority of complaints received.
Meanwhile, the number of complaints about digital terrestrial television made up just 2 percent of total complaints received, with a reduction of 83 percent compared to 2012.
Postal services accounted for 11.6 percent of all complaints received by ANACOM, with the correspondence service giving rise to the largest number of complaints. Distribution problems made up the main reason for complaints, resulting from issues associated with delays in the delivery of correspondence, loss of items and customer service.
ANACOM’s public attendance service received 15,368 enquiries by telephone and in person; of these, 12,572 were complaints and the remaining 2,796 were information requests. The majority of complaints received in this way were submitted by telephone and referred to the electronic communications sector, especially the mobile telephone service, with 23 percent compared to the sector’s other services.
Consult press release:
- ANACOM receives an increased number of complaints and strengthens measures to protect users https://www.anacom.pt/render.jsp?contentId=1201973
Consult the statistical report:
- Relatório anual de reclamações e pedidos de informação - 2013 https://www.anacom.pt/render.jsp?contentId=1199632
