During the first half of 2008, ANACOM received 15,257 complaints, 229 requests for information, 55 petitions, 18 suggestions and 90 other types of communications, totalling 15,649 written requests submitted by users of electronic communication and postal services, as well by the general public. Compared with the same period of 2007, the overall volume of complaints received during the first half of 2008 increased by around 49%, underlining the rising trend seen since the introduction of the complaint book scheme.
With respect to the means chose by stakeholders for submitting complaints, complaints entered in complain books made up 69% of the total volume of complaints received by ANACOM, with this proportion rising to 96% with respect to the postal sector.
The electronic communications sector continues as the sector most cited in the complaints received (78%), while taking the total number of complaints per 1,000 customers, the Internet access services attracted the largest proportion (2.73%), followed by the telephone service at a fixed location (1.16%) and the VoIP service (1.10%). Looking at the issues referenced in the complaints received, the situation is reported as follows: in terms of complaints entered in complaint books, there was a preponderance of issues relating to equipment, customer service, technical support and billing; in terms of complaints addressed directly to ANACOM, most complaints arose due to contractual issues and billing.
In the postal sector (with 20% of the recorded complaints) the largest number of complaints referred to the correspondence service. An analysis by issue leads to the following conclusion: in terms of complaints addressed directly to this Authority, the situations giving rise to most complaints were those of delayed delivery and loss of items; in terms of complaints entered in complaint books, the vast majority of situations giving rise to complaints arose due to problems of customer service.
Finally it should be reported that 4,238 requests - 3,919 complaints, 318 requests for information and one suggestion - were received by the public attendance services of ANACOM. The vast majority of these requests were by telephone and focused on the communications sector, particularly the telephone service at a fixed location.
More info:
1.º Semestre de 2008http://www.anacom.pt/render.jsp?contentId=659179 (in Portuguese)
ANACOM receives over 15 thousand complaints in first halfhttp://www.anacom.pt/render.jsp?contentId=671980
