Electronic Complaints Book for Essential Public Services

On 1 July 2017, Decree-Law no. 74/2017 of 21 June entered into force, implementing the measures of SIMPLEX+ 2016 regarding the "online complaints book", the "yellow complaints book" and the "Evaluated public attendance service", with the aim of promoting an improved relationship between citizens and public administration and the reduction of context costs for companies.

As of this date, a digital platform is made available (at www.livroreclamacoes.pt https://www.livroreclamacoes.pt/inicio) which can be used to submit complaints and requests for information by electronic means, as well as to consult information, with the objective of promoting fast and effective processing of requests in defence of consumer rights.

However, implementation of the electronic format of the complaints book will be carried out in phases and by sectors of economic activity. As a first phase, this obligation covers providers of essential public services only - supplies of water, electricity, natural gas and piped liquefied petroleum gas, electronic and postal communications services, sewerage collection and treatment, and urban solid waste management. The obligation will then be extended to other suppliers of goods and other service providers.

Complaints, which can now be presented both in electronic form and in physical format (while the obligation for establishments to have a paper-based complaint book is maintained), should be given a response within 15 working days.

The Decree-Law also amends the legal regime governing complaint books as applicable to the public sector (of which ANACOM is part), the so-called "yellow book". The main changes are a reduction in the number of copies and streamlined processing, and expanded use of platforms which support the electronic version of the book.


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