In 2018, ANACOM registered 104 thousand complaints about the communications sector (81 thousand concerning the electronic communications sector and 23 thousand about the postal sector), increasing 3% from the previous year. This increase was due to a 43% increase in the number of complaints received about the postal sector (an increase of 6,900 complaints), while complaints about the electronic communications sector decreased by 4.5% (3,900 fewer complaints).
In the case of complaints concerning the electronic communications sector and presented in complaint books, the three largest operators accounted for 96% of all complaints (43% about MEO, 32% about Grupo NOS and 21% about Vodafone).
There were 4.8 complaints per thousand customers received with respect to the electronic communications sector as a whole, with 6.8 complaints per thousand customers citing NOS, 4.6 complaints per thousand customers about MEO and 3.6 complaints per thousand customers about Vodafone.
Compared to the previous year, MEO (28 thousand complaints) reported an increase of 23%, Grupo NOS (21 thousand complaints) an increase of 3%, and Vodafone (14 thousand complaints) an increase of 12%.
NOWO was cited in 3% of complaints (a decrease of 20%) with 11.3 complaints per thousand customers.
In the case of complaints concerning the postal services sector and presented in complaint books, CTT received 20 thousand complaints (87.4% of all postal sector complaints), which corresponds to an increase of 36% over the previous year.
In the case of electronic communications, users made use of complaint books mainly to complain about faults (16%), billing (14%) and cancellation of services (10%).
In the postal sector, the main reasons for complaints were delayed delivery (17%), significant loss/delay (10%), customer service (9%), lack of attempted delivery to the recipient (8%) and distribution failures (7%).
Consult the statistical report:
- Reclamações sobre serviços de comunicações - Análise do ano 2018 https://www.anacom.pt/render.jsp?contentId=1467790