Simplex+ 2016 - implementation of ''Online Complaints Book'' scheme

On 21 June 2017, Decree-Law no. 74/2017 was published, implementing SIMPLEX+ 2016 measures on online complaint books, yellow complaint books and evaluated public attendance services.

The measure on the "Online Complaints Book" provides for the availability of a digital platform where consumers can register complaints and submit requests for information electronically, and also consult structured information, making the processing of requests faster and more efficient and providing for increased satisfaction of these requests.

Consumers and users will also be able to exercise their right to complain by electronic means. Consumers who submit an online complaint must be answered by the supplier or service provider concerned within a maximum period of 15 working days from the date of submission on the digital platform. In the case of providers of essential public service, this response time applies to all complaints, whether submitted electronically or in the physical complaint book.

Availability of the online "complaints book " through the digital platform is mandatory for providers of essential public service as of 1 July 2017; afterwards, the obligation will be extended to other suppliers of goods and service providers.

The measure on "Yellow Complaint Books" makes a change to the public-sector complaints book scheme - the Yellow Book - by simplifying the paper version of the book, reducing the number of copies and streamlining processing, and expanding use of the platforms which support the book's electronic version.

The measure on "Evaluated Public Attendance" is reinforced by establishing uniform standards defined by Agência para a Modernização Administrativa (Agency for Public Services Reform).