Publication of quality service levels and overall complaints

By determination of April 4, 2002 and under the terms of no. 3 of article 22 of Law no. 102/99, of July 26 (Basic Law for the Universal Postal Service), it was decided to notify the universal postal service provider - CTT - Correios de Portugal - to publish, by the end of June, 2002, information regarding complaints received between January 1, 2001 and December 31, 2001 and the values effectively recorded in 2001 within the quality of service indicators (QSI) defined in the Quality Convention of the Universal Postal Service.

From 2003 onwards, CTT must publish by the end of March, the following information for the previous calendar year (2002 and following years): complaints received and the manner in which they were handled; values effectively recorded in the year within the quality service indicators (QSI) defined in the Quality Convention of the Universal Postal Service.

This information must be published in the Diário da República, III Series, and in CTT's postal establishments and respective Internet site. They should also be made available, on request, in CTT's user information services.

ANACOM will also publish the results of the service quality levels effectively offered by CTT, in accordance with the terms of no. 7 of article 8 of the aforementioned Basic Law.