On 17 September 2008, ANACOM decided to grant a hearing to CTT - Correios de Portugal, S.A. (CTT) on reports to be issued by ANACOM concerning findings of the review carried out by PWC, Lda., within the scope of an audit to levels of quality of service provided by CTT during 2006 and 2007. CTT will also be heard on determinations and recommendations to be issued by ANACOM, which aim to improve the monitoring system of indicators of quality of service and the complaints handling system.
In fact, according to article 8, paragraph 7, of the Basic Law for Postal Services (Law no. 102/99, of 26 July, as amended by Decree-Law no. 116/2003, of 12 June), ANACOM must ensure the review of levels of quality of service actually provided, independently from the universal service provider, results being published in a report at least once a year. The Authority must also ensure that the universal service provider publishes information on the number of complaints and the way they were handled, along with the annual report on the review of levels of quality of service actually provided (article 22, paragraph 3 of the above-mentioned law).
CTT's quality of service indicators and complaints system - 2006/2007 (draft decision) - determination of 17.9.2008https://www.anacom.pt/render.jsp?contentId=684040
