Complaints in telecommunications fall 20% in the first half – publico

                 

                         
                     

                 

 
                         

In the first half, the communications regulator received 27,397 consumer complaints against telecom operators, a decrease of 19.6% compared to the previous six months, revealed this Wednesday to Anacom. The organization led by Fátima Barros stressed that it is necessary to “continue to monitor and verify that this trend continues in the coming semesters.”

 

The reduction in the number of complaints (that is 14.5% compared to the first six months of 2014) was recorded in “all services and all operators who saw reduce the number of complaints compared to two previous semesters, “he said Anacom in a statement. Overall, the US recorded the highest complaint rate, with 0.99 complaints per thousand customers, while Vodafone and MEO were the least claimed, both with 0.54 complaints per thousand customers.

issues relating to the sale of the service represented 18.8% of total complaints. The cancellation of the service, 14.1% of the turnover, 12.4%, and problems with equipment, 12.3%. Together, “totaling more than half of the complaints received during the semester.”

The service packages are still the most demanded service, although the number of complaints received 7353 complaints, translate a decrease of 13% compared the previous six months. In this case, Vodafone was the most complained about provider with 2.97 complaints per thousand customers, followed by the US with 2.65 complaints per thousand customers. “However, both providers have reduced complaints, both year on year, as compared to the previous semester,” says the Anacom.

The mobile service received 7341 complaints (minus 25.3% in the previous six months ). In this segment the largest number of complaints was sent to the US, with 1.22 complaints per thousand customers, followed by MEO with 0.52 complaints per thousand customers. The subscription television service gave rise to complaints in 2047, 25.8% less than in the previous semester. The US was the most complained about operator, with 0.74 complaints per thousand customers, and the second operator to more complaints originated was Vodafone (0.65 complaints per thousand customers).

In the mobile internet access there have been 1393 complaints, 24.5% less than in the previous semester. Here too the US was the service provider with more complaints per thousand customers, 0.44, followed by MEO (0.24 complaints per thousand customers).

The fixed Internet access service registered 1148 complaints, 32.8% less compared to the previous semester. Cabovisão was the most complained about provider with 0.59 complaints per thousand customers, followed by the US with 0.51. Complaints to the regulator fell 24.7% for the fixed telephone service, a total of 1171 complaints. The US, which has the concession for the public telephone service, recorded 0.43 complaints per thousand customers, followed by AR Telecom with 0.39 complaints.

Less complaints in the mail and DTT
In the postal sector there were also fewer complaints to reach the Anacom: 3626, 14.3% less than in the previous six months and 4.2% less than in the same period. The size of the market, CTT are naturally the most demanded service.

“Complaints about the shipments distribution service cards account for 43.8% of the total, followed by problems with the service at gas stations and in post offices representing 27.2% of the analyzed claims, “says the regulator. Other complaints concern the lack of delivery attempt of letters and parcels at home (14.1%) and the late delivery of postal items (13%).

There were 234 complaints about the service Digital terrestrial television (DTT) in the first half. “They fell by half over the previous six months and fell by 48.5% year on year.” For other services such as premium rate, value-added services based on sending SMS / MMS and audio text services, Anacom received a total of 33,000 complaints.