In its latest report, ANACOM recorded a decrease in written complaints regarding electronic communications and postal services in Portugal, during the third quarter of 2023. When compared to the same period in 2022, complaints regarding electronic communications decreased by 6%. Complaints about postal services decreased by 2%.
This represents an improvement in the quality of services and greater effectiveness in solving problems by companies in this sector. The total number of complaints related to electronic communications reached 16.4 thousand. This reflects a 9% decrease compared to the previous year. This data becomes particularly important when we see that complaints related to these services have decreased since the beginning of 2023.
On the other hand, complaints about postal services amounted to 9.6 thousand complaints. Therefore, there is a slight decrease compared to the same period last year, but with an increase compared to the second quarter of 2023.
The e-complaint book remains the most used tool by consumers to express their dissatisfaction. This represents 62% of the total complaints. The physical complaints logbook was used on 36% of occasions, and only 3% of complaints were recorded through ANACOM customer service.
Lisbon had the highest rate of complaints in the field of electronic communications, while Faro topped the number of postal complaints. This data indicates that consumer experiences can vary significantly by region.
NOS is the operator with the largest number of complaints
NOS was the operator that received the largest number of complaints in the electronic communications sector, while Vodafone emerged with the largest decrease in the volume of complaints. MEO provided the lowest number of complaints per thousand customers, highlighting the potential improvement in customer satisfaction.
The most common complaints in the electronic communications sector were related to delayed initial service delivery and persistent Internet network outages. In postal services, failure to attempt home delivery remains the main cause of dissatisfaction. CTT recorded the highest number of complaints in the sector, although they were down compared to the previous year. These statements may reflect ongoing challenges in providing the Services and associated services.
These ANACOM results indicate a positive trend in reducing complaints in the electronic communications and postal services sectors in Portugal.
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