On 29 December 2021, ANACOM approved a draft decision on the criteria to be adopted to assess compliance with the performance targets associated with quality of service indicators (QSI) of the universal postal service, calculated through samples.
As such, in view of the provisions of the "Quality of service parameters and performance targets for the universal postal service provision” (established by Decision of 12 July 2018https://www.anacom.pt/render.jsp?contentId=1457268), which continue to apply in 2021, and taking into account the provisions of Decision of 16 July 2020https://www.anacom.pt/render.jsp?contentId=1556041, in which approval was given to the criteria to be adopted to assess compliance with the performance targets associated with QSI calculated through samples, ANACOM determined that:
- The QSI performance targets for non-priority mail (QSI1 and QSI2), priority mail (QSI3 to QSI6), newspapers and periodicals (QSI7 to QSI12), non-priority bulk mail (QSI21 and QSI22) and customer service waiting times (QSI23 and QSI24), will be considered accomplished when the upper threshold of the 95% confidence interval of the observed value is higher than or equal to the target value set for the QSI in question.
- For the purposes of the previous point, CTT – Correios de Portugal (CTT) is to send ANACOM the 95% confidence interval of the observed value of each of these QSI, rounded to two decimal points, as well as all the calculations used to determine it.
- This information is sent to ANACOM with the reporting of the annual quality levels recorded in that year.
- The provisions of the previous paragraphs are applicable to QSI in force from 2021 onwards, and will remain applicable for as long as the "Quality of service parameters and performance targets for the universal postal service provision” (defined in the Decision of 12 July 2018) remain valid.
It was decided to submit this draft decision to a hearing of CTT and of consumer organisations. For these procedures, interested parties are given a period of 20 working days in which to comment (comments in writing and in Portuguese).
The draft decision is also submitted to a public consultation of users in general, for the same period (20 working days), under point d) of paragraph 1 of article 124 of Código do Procedimento Administrativo (Administrative Proceeding Code). Given the large number of interested parties, a prior hearing is not considered practical.
Once the consultation process has been concluded, the contributions received will be made public. Therefore, for the purposes of publication on this website, interested parties should also submit a non-confidential version of their responses excluding items considered confidential.
Responses to these procedures should be sent, no later than 28 January 2022, in writing and in Portuguese, by email to iqs-ctt@anacom.pt.
Consult:
- Consultation on the criteria to assess compliance with the performance targets associated with universal postal service quality indicators, calculated through samples https://www.anacom.pt/render.jsp?contentId=1714479
