QSI and complaint system of CTT (2006 and 2007)

Following the audit of the quality of service indicators (QSI) and the complaints system of CTT - Correios de Portugal, in respect of 2006 and 2007, ANACOM decided, by determination of 13 November 2008, to approve and proceed with the publication of the respective reports. Meanwhile determinations and recommendations were addressed to CTT with the aim of perfecting these systems.

This decision is encompassed by the Base Law of Postal Services, according to which  ANACOM is charged with ensuring, independently from the provider of the universal service (CTT), control of the levels of quality of service offered. The results of this work are published in reports at least once a year. ANACOM is further charged with ensuring that the universal service provider publishes information on the number of overall complaints and how they were handled, together with the annual report on the control of the levels of quality of service offered by CTT.

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