In the first half of 2009, ANACOM received, in writing, 20,366 complaints, 255 requests for information, 29 petitions, 18 suggestions and 143 communications of other types, totalling 20,811 requests, addressed to this Authority by users of electronic communications and postal services as well as by the general public. Comparing these values with the same period of 2008, the overall volume of complaints increased by 34%. This growth is in line with the trend observed since the entry into force of the complaints book scheme (Decree-Law no. 156/2005 of 15 September, as amended by Decree-Law no. 371/2007 6 November and by Decree-Law no. 118/2009 of 19 May).
Complaint Books were the preferred means of submitting complaints, representing about 76% of the total complaints received by ANACOM during the first half of 2009, and accounting for more than 97% of total complaints received with respect to the postal sector.
The electronic communications sector (81%) remains the most cited in complaints, followed by the postal sector (17%).
In terms of electronic communications, taking the total number of complaints per 1,000 customers, the Internet access services emerges as the service which gave rise to the greatest number of complaints during the first half of 2009 (1.87 ‰), followed by the television service over the public telephone network (xDSL/ IP) (1.68 ‰) and Telephone Service at a fixed location (1.43 ‰).
In terms of the issues raised by the complaints entered in complaint books, in the electronic communications sector, issues related to equipment, customer service, technical support and billing stand out. In the complaints addressed directly to this Authority, the most common subjects were contractual issues and billing.
Regarding the postal sector, the largest number of complaints were related to the correspondence service - while in complaints addressed directly to this authority, the situations leading to most complaints were those resulting from loss and delay in delivery; meanwhile in terms of the complaints entered in complaint books, the vast majority of situations giving rise to complaints stemmed from problems associated with customer services.
With regard to requests received by ANACOM's Public Attendance Service, 3,170 requests were recorded, including 2,734 complaints and 436 requests for information. The vast majority of requests were made by phone and were connected to the electronic communications sector, with Telephone Service at a fixed location standing out.
Consult:
- Complaints and Requests for Information - 1st Half of 2009 https://www.anacom.pt/render.jsp?contentId=982797
See also:
- Complaints sent to ANACOM increase 34% in the first half of 2009 https://www.anacom.pt/render.jsp?contentId=984062
