Universal postal service - quality of service in 2016

By decision of 2 March 2017, ANACOM has approved the formula to calculate the annual value of the quality indicators of the universal postal service offered by CTT - Correios de Portugal (CTT) in 2016.

Under this decision, the 2016 annual value of each one of the quality of service indicators for national mail and for waiting times should correspond to the weighted average of the value of the first three quarters of 2016 (period covered by CTT's measurement system) and of the value of the last quarter of 2016 (period for which measurement has to be performed by an independent entity external to CTT), with the first given a weighting of 9/12, corresponding to the period of time from the beginning of the year until the day before implementation of the independent system, and the second given a weighting of 3/12, corresponding to the period until the end of the year, while the independent system was in force.

Approval has been given to the report of the prior hearing to which the respective draft decision (adopted on 15 December 2016)https://www.anacom.pt/render.jsp?contentId=1405894 was submitted, with a contribution received from CTT.

It is recalled that, after finding CTT to be in non-compliance with paragraph 3 of article 13 of Lei Postal (Postal Law), which requires the measurement of quality of service levels through the use of an external independent entity, on 17 December 2015, ANACOM ordered CTT to correct this situation. As such, CTT was ordered to begin measuring the quality of service levels in question using an external entity selected for the purpose, as from 1 October 2016 at the latest - failure to comply would determine a penalty, applicable from this date until compliance, as under the same determination of 17 December 2015.