Complaints about electronic communication services fall 17.3% in 2015 – Anacom – RTP

 In a statement, Anacom said that “this reduction was across all services and may be related to several factors, including the stabilization of offers of service providers and a better level of information for users.”
 

 According to reports, the service packages were the most demanded service in 2015, with 4.69 complaints per thousand customers, representing a total of 14,529 complaints, which still represents a fall of 14.8% over the same period.
 

 Vodafone, with 13.8% of the customer market share, had the highest rate of complaints per thousand customers (6.76), followed by the US with 39.4% share and 5.14 complaints per thousand customers, while the MEO, which has 41.1% share, recorded 3.87 complaints per thousand customers.
 

 Mobile phone service was the second most demanded service with 1.30 complaints per thousand customers, a total of 15,312 complaints, 18.3% less than in 2014.
 

 In this service, it was the US, which has 19.7% market share, with the highest complaint rate (2.48) per thousand customers, followed by Vodafone (33.4% share and 1.09 complaints per thousand customers) and MEO (share of 45.3% and a complaint per thousand customers).
 

 But the pay-TV service was the third most complained about service, with 1.15 complaints per thousand customers, a total of 3,957, 15.5% less than in 2014.
 

 The US, who led this segment with a 43.8% share, recorded the highest rate of complaints per thousand customers, with 1.53, followed by Vodafone with 1.09 complaints, and MEO with 0.77.
 

 In 2015, Anacom says yet been accounted for 2,311 complaints about the fixed access Internet service, less 14.1% over the same period, which made it the fourth most demanded service with 0.77 complaints per thousand customers.
 

 Here, Cabovisão was the operator with the largest number of complaints per thousand customers (1.12), while the MEO, which had the largest share of customers (44%), had 0.56 complaints per thousand customers.
 

 The service of mobile Internet access, registered 2,875 complaints in 2015, 7% less than in 2014, emerging as the 5th most criticized service with 0.54 complaints per thousand customers.
 

 The US was the most complained about provider with 0.89 complaints per thousand customers, while MEO, which holds the largest share of customers (43.9%) had 0.42 complaints per thousand customers and Vodafone 0.40.
 

 The least claimed electronic communications service (0.48 complaints per thousand customers) was the landline, target of 2,234 complaints in 2015, 23.7% less than in the previous year, with the US, whose share is 32.8 %, to overstate claims rate (0.82 per thousand) and MEO, which has a share of 52.1%, a record 0.3 complaints per thousand customers.
 

 With regard to postal services in 2015 claims fell by 5% to 7,609, and the distribution service was the most complaints (3,423 records), followed by correspondence and shipping orders, with 999 and 826 complaints respectively.
 

 Last year, adds to Anacom, complaints on Digital Terrestrial Television (DTT) showed a “marked reduction”, 43.5% to 522, with difficulties in receiving the service to represent 92.1% of the total.
 

 The regulator of communications said to have even received last year 378 complaints about value-added services based on sending SMS / MMS, more than double compared to 2014, 358 complaints about the information society services including electronic commerce (51 more 7%), 141 complaints about premium rate services (minus 23.4%) and three claims for audiotext services.