During the first half of 2015, ANACOM received 27,397 complaints about electronic communications services, 19.6% fewer complaints than in the previous six months and 14.5% fewer complaints than in the first half of 2014. This is a positive development that has been seen across all services and for all operators, with a reduction in the number of complaints compared to the previous two six-month periods; as such, it is important to continue to monitor this trend and see that it continues in the coming periods.
Issues relating to the sale of the service (18.8% of total complaints), cancellation of service (14.1% of total complaints), billing (12.4%) and problems with equipment (12.3%) made up more than half of the complaints received during the six months.
Across the range of electronic communications services, NOS registered the highest rate of complaints in the period, with 0.99 complaints per thousand customers. Among providers with the most significant market shares, Vodafone and MEO received the lowest level of complaints during the period being reported with 0.54 complaints per thousand customers.
According to the complaints received by ANACOM, bundles of services remained the service giving rise to the most complaints, with 7,353 complaints registered during the first half of 2015, 13% fewer than in the previous six-month period. Vodafone was provider which saw the highest rate of complaints, with 2.97 complaints per thousand customers, followed by NOS with 2.65 complaints per thousand customers. However, both providers have seen a reduction in complaints, compared to the previous six month period and compared to the same period of 2014.
The service with the second highest rate of complaints is the mobile telephone service, with 7,341 complaints, 25.3% fewer than in the previous six months. NOS was the provider which registered the most complaints during the period, with 1.22 complaints per thousand customers, followed by MEO with 0.52 complaints per thousand customers.
In the first half of the year, the subscription television service was cited in 2,047 complaints, 25.8% fewer than in the previous six-month period. With 0.74 complaints per thousand customers, NOS was the provider with the highest rate of complaints. The provider with the second highest rate of complaints was Vodafone with 0.65 complaints per thousand customers.
The mobile internet access service registered 1,393 complaints, 24.5% fewer than in the previous six-month period. NOS was the provider with highest rate of complaints (0.44 complaints per thousand customers) followed by MEO (0.24 complaints per thousand customers).
The fixed Internet access service registered 1,148 complaints, 32.8% fewer than in the previous six-month period. Cabovisão was the provider with the highest level of complaints (0.59 complaints per thousand customers) followed by NOS (0.51 complaints per thousand customers).
In the same period, the fixed telephone service was the subject of 1,171 complaints, 24.7% fewer than in the previous six-month period; NOS generated the highest level of complaints (0.43 complaints per thousand customers) followed by AR Telecom (0.39 complaints per thousand customers).
A reduction was also seen in the number of complaints submitted to ANACOM about the postal sector. Between January and June 2015, ANACOM received 3,626 complaints about postal services, 14.3% fewer than in the previous six months and 4.2% fewer than between January and June 2014. Complaints about the distribution of postal items made up 43.8% of total complaints about the sector, followed by problems with customer service in post offices and postal agencies (27.2%), problems related to attempts to deliver correspondence and parcels at home (14.2%) and issues related to the late delivery of postal items (13%). CTT - Correios de Portugal was the provider with the highest rate of complaints in this period.
There were 234 complaints about the digital terrestrial television service during the first six months of 2015, falling by half over the previous six months and by 48.5% compared to the first six months of 2014.
Including complaints relating to a range of other services encompassing the services of the information society, premium rate services, value-added services based on SMS/MMS sending and audiotext services, and also general complaints that did not focus specifically on communication services, ANACOM received a total of 33,015 complaints in the first half of 2015.
Consult the statistical report:
- Relatório de reclamações e pedidos de informação - 1.º semestre de 2015 https://www.anacom.pt/render.jsp?contentId=1368206
