Report on the Quality System of the Universal Postal Service of CTT

Report on the Quality System of the Universal Postal Service of CTT - Correios de Portugal, S.A., in respect of 2004, 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

Considering:

i) that pursuant to paragraph 7 of Article 8 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), in its capacity as postal sector regulatory authority, is charged with ensuring, in a manner that is independent from the universal service provider, the control of the quality of service levels effectively offered, whereby the results should be subject to a report to be published at least once a year;
ii) that pursuant to paragraph 3 of article 22 of Law no 102/99, of 26 July, ICP-ANACOM shall ensure that the universal service provider publishes information with respect to the number of global complaints and to the way in which they were processed, which information shall be published alongside the annual report on the control of the service of quality levels effectively offered by CTT - Correios de Portugal, S.A.;
iii) that ICP-ANACOM promoted an audit of the quality of service indicators and of the complaints system of CTT - Correios de Portugal, S.A. in respect of the year 2004;
iv) that this audit was performed by an entity that was independent of CTT - Correios de Portugal, S.A.;
v) the conclusions of the performed audit,

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 monitoring the quality of service indicators^{1https://www.anacom.pt/render.jsp?contentId=55129} and the system of complaints in application by CTT - Correios de Portugal in 2004:

(i) It is ensured that the values of the quality of service indicators reported to ICP-ANACOM by CTT are in conformity, which is without prejudice to the identification of limitations at the level of the sample and points of improvement for the monitoring system;
(ii) The system of complaints was found to lack a suitable level of reliability and precision in respect of the sample analysed, particularly given that it did not allow the validation of information on the total number of complaints in the year and on the average response times, whereby this system was not in compliance with the conditions required for its conformity.

As a result of this audit, the Board of Directors of ICP-ANACOM issued determinations and recommendations to CTT - Correios de Portugal, S.A. with a view to improving the respective systems for monitoring quality of service indicators and handling complaints.

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