Complaints rocket about Portugal’s postal services

In 2018, the number of complaints received by Anacom increased by 3% due to the increase of gripes about Portugal’s postal service sector.

The total number of complaints received by the regulator was 104,000. Although the vast majority, some 81,000, were related to the telecoms sector, the overall rise was down to the postal sector’s poor performance – complaints were up 43% in a year.

Portugal’s privatised post office company, CTT, the main postal and parcels delivery company in the sector, attracted 20,000 complaints, an increase of 36% over the previous year.

The main reasons were: delay in delivery (17%), significant loss / delay (10%), poor service (9%), lack of attempting to deliver (8%) and failures in distribution (7%).

In terms of telecommunications, the three largest operators accounted for 96% of all complaints, with Meo holding steady in first place at 43%, followed by Nos at 32% and Vodafone at 21%.

In the field of telecommunications, “users have used the complaints book to complain mainly about malfunctions (16%), billing (14%) and cancellation of services (10%),” reported Anacom.