In third quarter 2021, complaints about providers of communications services in Portugal decreased by 5% compared to the same period in 2020, falling to 32.3 thousand complaints, but increased by 14% compared to the previous quarter.
Postal services led to 12.3 thousand complaints (38% of the sector's total), an increase of 3.5 thousand complaints compared to 3rd quarter 2020 and an increase of 2.6 thousand complaints compared to 2nd quarter 2021.
Electronic communications remain the most common cause of complaints, but decreased as a proportion of total complaints compared to postal services (-4 percentage points). In total, there were 20 thousand complaints related to electronic communications, 21% fewer compared to 3rd quarter 2020, but 7% more compared to 2nd quarter 2021, representing 62% of total complaints in the communications sector.
NOS was the provider reporting the most complaints in 3rd quarter 2021 (35% of complaints in the sector). NOS was also the provider with the most complaints per thousand customers (2.5). MEO follows with 32% of complaints in the sector, and is the operator with the lowest rate of complaints in the period reported (1.1 complaints per thousand customers). Vodafone represented 29% of complaints, with 1.5 complaints per thousand customers. NOWO was responsible for 4% of complaints.
The providers with the most complaints saw the respective volume of complaints decrease compared to 3rd quarter 2020, but increase compared to 2nd quarter 2021.
Delayed or deficient repair of faults, especially with regard to fixed services, was the reason that most concerned users of electronic communications services, cited in 18% of sector complaints in 3rd quarter 2021.
During this period, complaints about activation of services without consent increased for the second consecutive quarter (+2 percentage points). Complaints about difficulties in renegotiating contracts due to change of address and difficulties in submitting requests to cancel services also increased (both equally with +2 percentage points).
On the other hand, there was an improvement in the number of complaints about delayed or deficient initial connection to fixed services (-3 percentage points) and about delayed resolution or non-resolution of complaints (-2 percentage points, decreasing for the second consecutive quarter).
In the postal service, CTT was the provider receiving the most complaints, with 11.1 thousand complaints, representing 90% of the service's total complaints. DPD was the object of 600 complaints, the same number as the other operators of this service.
Complaints about the customs clearance of postal objects have risen to the top of complaints from postal service users.
Consult the statistical report:
- Reclamações sobre serviços de comunicações - Relatório do 3.º trimestre de 2021 https://www.anacom.pt/render.jsp?contentId=1711324