Alongside the processing of complaints and associated statistical data, ICP-ANACOM has strengthened its role in providing general information to users and preventing the occurrence of problems, seeking to contribute to a well-informed consumer.
In this context, a process was started in 2010 (and completed in 2011) of reviewing the responses which ICP-ANACOM gives to the complaints it receives, in order to make them more accessible, informative and useful to users.
In 2010, ICP-ANACOM launched a Consumer Support area on its website with general information about the different aspects of using electronic communications services. In 2011, this area evolved into the Consumers' Website, with information which is more up-to-date and more suited to identified needs. The Consumers' Website also covers postal and information society services.
ICP-ANACOM also added a Virtual Assistant to its website in 2010; this is an intelligent system which helps users find information, providing immediate and specific answers about the available content in response to a user question entered in natural language. This tool provided ICP-ANACOM with a new way of identifying users' information needs.
ICP-ANACOM publishes clarifications as considered necessary to promote understanding of a specific subject which has given rise to queries among providers or among consumers and users of services. In April 2010, a clarification was published on ICP-ANACOM's website on the compensation scheme provided under the Regulamento da Portabilidade (Portability Regulation).
ICP-ANACOM also uses information campaigns to disseminate information on issues that are identified as particularly sensitive, and in 2010 it ran an information campaign on message-based valued added services and reran the campaign on roaming.
