By determination of 3 July 2013, ANACOM took note of the conclusions of the audit, conducted by MAZARS & Associados - SROC, of the indicators of quality of service, complaints and information requests reported by Correios de Portugal (CTT), with reference to 2011, and of the study of actual mail prepared by CTT in order to update the samples used to measure the quality of non-priority and priority mail services.
It was decided to conduct a hearing of CTT regarding the report to be issued by ANACOM on the results of the audit conducted on the levels of quality of service provided in 2011, for publication on ANACOM's website and in Diário da República (Official Journal), and also to hear CTT on the determinations and recommendations made with respect to the system to monitor indicators of quality of service and CTT's complaints handling system, including the definition of indicators on complaints to be measured and disclosed by CTT pursuant to paragraphs 5 and 6 of article 41 of Law no. 17/2012 of 26 April. The company has 15 working days to respond and comment, if it sees fit to do so, pursuant to articles 100 and 101 of the Código de Procedimento Administrativo (Administrative Proceeding Code).
According to the same time limit, CTT is also required to submit reasoned information as regards the determinations and recommendations issued by ANACOM up to 2008, which the auditors identified in the audit reports for the years 2010 and 2011 as not being fully implemented.
Consult:
- Levels of quality of service provided by CTT (audit) - 2011 https://www.anacom.pt/render.jsp?contentId=1168104
