Report on the Universal Postal Quality of Service System of CTT - Correios de Portugal, S.A., related to the year 2002, for purposes of paragraph no. 7 of Article 8 and of Paragraph 3 of Article 22 of Law no. 102/99, of July 26
Whereas:
i) pursuant to paragraph 7 of Article 8 of Law no. 102/99, of 26 July, ANACOM, in its capacity as postal sector regulatory authority, must ensure, in an independent way from the universal service provider, the control of the quality of service levels effectively offered, whereby the results should be subject to a report to be published at least once a year;
ii) pursuant to paragraph 3 of article 22 of Law no. 102/99, of 26 July, ANACOM should ensure publication of the information related to the number of global claims by the universal service provider as well as how they were processed, together with the annual report on the control of the service of quality levels effectively offered by CTT - Correios de Portugal, S.A.;
iii) ANACOM promoted an audit to the quality of service indicators and to the CTT - Correios de Portugal, S.A. system of claims, related to the year 2002;
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 paragraph 7 of Article 8 and of paragraph 3 of article 22 of Law no. 102/99, of 26 July, that, within the scope of the quality of service indicators1https://www.anacom.pt/render.jsp?contentId=55129 and the CTT - Correios de Portugal, S.A. system of claims:
(i) As to the quality of service indicators IQS2, IQS4, IQS6 and IQS7, conformity and reliability of its calculation is ensured;
(ii) As to indicators IQS1, IQS3 and IQS5 its conformity is not ensured, since information contained in the respective data bases does not reflect, with a reliability level higher or equal to 90%, the information contained in the objectives that support its calculation, regardless of the identified differences having or not an impact on the calculation of the indicator;
(iii) The system of claims does not present an appropriate reliability and accuracy level, both regarding the reported values and the analysed data, so its conformity is not ensured.
Following the audit, the Board of Directors of ANACOM decided and recommended changes to the quality of service system and to the CTT - Correios de Portugal, S.A. system of claims.
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1 IQS1 - Conveyance time for non-priority mail (D+3)
IQS2 - Conveyance time for priority mail (D+1)
IQS3 - Non-priority mail not delivered within 15 working days (per thousand letters)
IQS4 - Priority mail not delivered within 10 working days (per one thousand letters)
IQS5 - Conveyance time for newspapers, books and periodical publications (D+3)
IQS6 - Conveyance time for non-priority parcels (D+3)
IQS7 - Waiting time in a queue at Post Offices [average and peak hour (in minutes)]
