What’s the worst? 80,000 complaints in telecommunications – TVI24

The National Communications Authority announced Tuesday that last year received nearly 80,000 complaints, 8.9% more than in 2013. The US was the operator with more complaints.

We made a total of 78,239 complaints, with the majority (66 017) concerned the electronic communications services, representing 84.4% of the total and an increase of 13.4% compared to 2013.

“Given the amount of electronic communications services to customers of each provider, the US group [resulting from the merger of Optimus with Zon] was the most complained provider during the period under review, with 2.67 complaints per thousand customers, “while Vodafone” was the least complained about provider with 1.16 complaints per thousand customers “

Why is claiming customers?

“The issues related to the contract for the provision of electronic communications services are the subject of most complaints by users of these services, representing more than half the analyzed complaints (54.2%), highlighting the problems related to the sale (33.5%) and the cancellation of the service (28%), “the regulator.

The issues surrounding equipment (14.1% of total complaints), the billing Service (10.2%) – “the latter was the one that registered the highest annual growth “, 59.6% – were other complaints made, followed by breakdowns, customer service and portability.” Practically all the issues mentioned above are contractual scope of matters that fall outside the scope of Anacom performance “cites the Lusa.

With regard to complaints regarding Ad advertising campaigns , these are” absolutely residual total of complaints received by Anacom, being expressionless its weight “he said.

mobile service and package in services were those who recorded” an increase in the complaint rate against 2013 and, in terms of average number of complaints per thousand customers, of 1.24 to 1.57 and 5.28 to 6.12, respectively, “according to the same source.

postal services registered 8,008 complaints, a decrease of 3.7% compared to 2013, but “still account for 10.2% of total rececionadas complaints by Anacom” last year.

“The postal distribution was the most demanded service, responsible for 43.5% of the complaints received” and the most demanded topics concerned the service at stations and in post offices (27.3%), issues related to lack of delivery attempt of letters and parcels at home (14%) and late delivery of postal items (13%).

“Complaints concerning digital terrestrial television registered the largest decrease year on year, 34.1%, and represent 1.2% of the total,” he said.

Supervision and processes

Last year, Anacom triggered 353 enforcement actions on electronic communications services and 270 on the provision of postal services.

In total, were filed 346 administrative offense cases and determined 360, part of which came from the previous year.

Last week, Assistant Secretary of State and Economics, Leonardo Mathias said he was in talks with Anacom to find a way to decrease the number of complaints in telecommunications, under the new Advertising Code .

The new law of the Advertising Code, which is in public consultation until Friday, attaches to Anacom prior control over the messages of electronic communications operators.