Statistical report on market requests (1st half of 2010)

In the first half of 2010 ANACOM received 21,333 complaints, 446 information requests, 58 petitions, 28 suggestions and 18 communications of other types, in a total of 21,883 requests, which were sent in writing by users of electronic communications and by the general public.

Comparing these figures with those of the first six months of 2009, the overall volume of complaints in the 1st six months of 2010 increased by about 5%, which is largely explained by the constant increase in the volume of complaints book sheets. In fact, these sheets accounted for around 82% of all the complaints received by ANACOM in the first half of 2010, and represented over 98% of all complaints received about the postal sector.

As in previous years, the majority of complaints related to the electronic communications sector (77%), followed by the postal sector (20%).

Concerning electronic communications, the Internet access service motivated the highest number of complaints per 1,000 customers, followed by the fixed location telephone service and the paid television service. Regarding the issues mentioned, complaints received through complaints book sheets are mainly related to equipment, customer service and billing. In terms of complaints addressed directly to this Authority, the main issues related to contracts (with a high incidence of situations regarding contract changes) and billing issues (with particular relevance to mistakes on invoices).

Regarding the electronic communications services providers seen, data is once again given by provider and by service, by classes.

Concerning the postal sector, the greatest number of complaints referred to the mail service (about half of the overall volume of complaints). And while in complaints addressed directly to this Authority the most complaints were in connection with delays in delivery and mail going astray, in complaints books' sheets the vast majority was related to customer service problems.

As for requests received at ANACOM's public attendance services, 2,457 requests were recorded - of which 2,132 were complaints and the other 325 were information requests. The vast majority of those complaints were made by phone and concerned the electronic communications sector. The telephone service at a fixed location had the highest number of queries.