By determination of 29 November 2012, ANACOM took note of the conclusions of the audit conducted as regards the indicators of quality of service, complaints and requests for information reported by CTT - Correios de Portugal (CTT) with reference to 2010, and also approved remittance of the final report to CTT. The audit was performed by MAZARS & Associados - SROC.
It was decided to hear CTT on the report to be issued by ANACOM as regards the result of the verification conducted on the auditing of the levels of quality of service provided in 2010, for publication on ANACOM's website and in Diário da República (Official Gazette). The company has 10 working days, if it sees fit to do so, to state its position, under the terms of articles 100 and 101 of the Código do Procedimento Administrativo (Administrative Proceeding Code).
It is recalled that ANACOM, independently of the universal service provider (CTT), is bound to verify levels of quality of service actually offered, and publish the reported results on at least an annual basis. Likewise, ANACOM is bound to ensure that the universal service provider publishes information on the total number of complaints and the manner in which they are processed, along with an annual report on the monitoring of service quality levels that it actually offers (article 8, paragraph 7 and article 22, paragraph 3 of Lei de Bases dos Serviços Postais (Basic Law for Postal Services) - Law no. 102/99 of 26 July as amended by Decree-Law no. 116/2003 of 12 June).
Consult:
- Levels of quality of service provided by CTT (audit) - 2010 https://www.anacom.pt/render.jsp?contentId=1146967
