Within the scope of implementation of Decree-Law no. 156/2005, of 15 September, which makes the widespread provision of a complaint book mandatory for every establishment, including electronic communications and postal service providers, there has been a trend towards receiving insufficient or incorrectly submitted documentation.
Therefore ANACOM reaffirms, with suitable update, the information provided on 03 May 2006, as follows:
- ANACOM is only competent to receive complaint statements from establishments of the service providers themselves, in accordance with point e) of paragraph 1 of article 11 of the above law. As far as their respective partners and agents are concerned, and in view of the fact that they are considered retailers, such undertakings shall, under the terms of point a) of the abovementioned paragraph, send complaint statements received to ASAE - Autoridade de Segurança Alimentar e Económica (Economic and Food Safety Authority.
- In accordance with the provisions of paragraph 1 of article 5, the originals of the complaints statements which, as set out by the paragraph above, fall within the remit of ANACOM, shall be sent to ANACOM, within a period of 5 working days to the following address:
Division for end-users support
Autoridade Nacional de Comunicações (ICP-ANACOM)
Avenida José Malhoa, 12
1099-017 Lisboa
- The notice affixed in the establishment, pursuant to point c) of paragraph 1 of article 3, shall bear the following address, for the purpose of compliance with paragraph 4 of article 5:
Autoridade Nacional de Comunicações (ICP-ANACOM)
Avenida José Malhoa, 12
1099-017 Lisboa
- For the purposes of article 4, employees of establishments shall:
(a) ensure that the user provides all necessary particulars concerning his own identification;
(b) ensure that the user identifies the service provider and the respective address properly; and
(c) collaborate towards ensuring that the facts for the complaint are clearly and fully described.
Related information on ANACOM's website:
- Decreto-Lei n.º 156/2005, de 15 de setembro https://www.anacom.pt/render.jsp?contentId=961674
