On December 27th 2016 the new law on the priority answering service came into force which introduces the requirement to provide a priority answer service to people with a disability or incapacity, the elderly, pregnant women and women accompanied by infants by all those entities that provide public customer service.
This rule, which had already come into force for the public sector services, is now extended to all entities, whether they are public or private, thus also applying to communications’ operators.
Anybody who is refused a priority answer may complain to the competent entities. In the case of communications’ services operator stores, you may file a complaint directly to ANACOMhttps://anacom-consumidor.pt/reclame.
Operators who fail to meet the rules defined incur a penalty which may be as much as 1000 Euros.
Further information:
- Decreto-Lei n.º 58/2016, de 29 de agosto https://dre.pt/home/-/dre/75216373/details/maximized?p_auth=Xsnptp08&serie=I
