Service quality and claims system indicators (2001)

Report on the Quality of the Universal Postal Service System of CTT - Correios de Portugal, S.A., regarding the year 2001, for the purposes of Article 8, paragraph 7 and article 22, paragraph 3 of Law no. 102/99, of July 26

Whereas:

i) Pursuant to Article 8, paragraph 7 of Law no. 102/99, of July 26, ANACOM, in its capacity as regulatory authority for the postal sector, must ensure, independently from the universal service provider, the control of the quality of service levels in fact offered, which results will have to be laid down in a report published at least once a year;

ii) Pursuant to article 22, paragraph 3 of Law no. 102/99, of July 26, ANACOM must ensure the publication by the universal service provider, of information related to the number of global complaints and the way they had been treated, along with the annual Report on the control of the quality of service levels in fact offered by CTT.

iii) ANACOM has promoted an audit to the quality of service indicators and complaints system of CTT - Correios de Portugal, S.A., related to the year 2001;

iv) This audit was performed by an independent entity from CTT - Correios de Portugal, S.A.;

v) The conclusions of the performed audit;

ANACOM declares, for purposes of Article 8, paragraph 7 and article 22, paragraph 3, of Law no. 102/99, of 26 July, that, within the scope of the  quality of service indicators of CTT¹ - Correios de Portugal, S.A.:

i) Regarding to the test mail system (IQS1 to IQS4), conformity and reliability of its research is assured;

ii) The research of the other indicators (IQS5 to IQS7) does not present an adequate level of reliability and precision so that its conformity is not assured;

iii) The complaints system does not present an adequate level of reliability and precision so that its conformity is not assured.

In view of this audit, the Board of Directors of ANACOM decided and recommended that changes should be introduced in the quality of service and complaints system of CTT - Correios de Portugal, S.A.

See also:

• Notice of 21.4.2003, published on 16 of May https://www.anacom.pt/render.jsp?categoryId=224902