The universal postal service Price Convention concluded between ANACOM and CTT, on 10 July 2008, however amended on 9 July 2010, governs and defines the price-setting rules concerning services included in the universal postal service provided by this company, covering reserved postal services and non-reserved postal services pertaining to the universal service. This convention establishes, inter alia, that the maximum variation of prices of reserved services in 2008 shall not exceed (CPI+CPIAF)-0.3%, and in 2009 and 2010 this variation shall correspond to (CPI+CPIAF)-0.4%.
On the other hand, the universal postal service Quality Convention concluded between ANACOM and CTT, also on 10 July 2008, however amended on July 2010, sets out and publishes the parameters and the minimum levels of quality of service associated to the provision of the universal postal service, also covering reserved postal services and non-reserved postal services pertaining to the universal service.
The measuring of quality of service applies not only to the transit time of priority mail and non-priority mail, but also of newspapers and other periodicals, and postal parcels. The quality of customer service provided at post offices, external front-desk points, post office outlets and other postal offices is also considered, measured by the waiting time in a queue to be served.
The universal postal service Price and Quality Conventions, which shall remain in force for a three-year period, with possibility of renewal for successive periods of one year, provide, inter alia, that the variation of prices practised by CTT in its reserved area depends on the compliance with the levels of quality of service set out in that scope.
On the basis of this regulatory framework, it is also incumbent upon ANACOM to guarantee, independently of the universal service provider, the control of the quality of service defined in the respective Convention, publishing results at least one every year. For this purpose, ANACOM shall:
Monitor every three months figures reported by CTT, concerning the evolution of values actually achieved for quality of service indicators defined in the Quality Convention, evaluating by the end of each year compliance therewith;
Carry out audits to the monitoring system of the referred quality of service indicators and to values it produces, publishing conclusions reached in its website.
On its own initiative, or following information provided by users, ANACOM shall also intervene, where deemed justified, taking into consideration the interests and needs of users (namely by requesting clarifications from the operator and/or by pursuing monitoring actions).
These arrangements remain in force on a transitional basis, in respect of the universal service, pending approval of a determination of ANACOM that establishes the criteria governing pricing and a determination that establishes the parameters of quality of service and performance objectives associated with the provision of the universal service, both as provided for in the Lei Postal (Postal Law).
- Universal postal service price convention, of 10.7.2008 https://www.anacom.pt/render.jsp?contentId=622222
- Amendment to universal postal service price convention, of 09.07.2010 https://www.anacom.pt/render.jsp?contentId=1035804
- Universal postal service quality convention, of 10.7.2008 https://www.anacom.pt/render.jsp?contentId=622279
- Amendment to the universal postal service quality convention, of 10.09.2010 https://www.anacom.pt/render.jsp?contentId=1051457