ANACOM Reports 11% Decrease in Complaints Against Communication Providers in Q1 2024

ANACOM, Portugal's communications regulator, has reported a significant decrease in written complaints against communication service providers in the first quarter of 2024. From January to March, the number of complaints dropped to 25,200, marking an 11% reduction compared to the same period in 2023.

The telecommunications sector saw a notable improvement, with complaints about electronic communications decreasing by 22%. This sector received 15,800 complaints, with the primary issues being delays or poor repair of service failures and failures of fixed Internet access services, accounting for 2,000 complaints. Another major concern was the increase in service prices, which was the most complained-about reason among all service providers.

The decrease in complaints against communication service providers in Portugal indicates an improvement in the quality of services offered, which can have a positive impact on the overall economy and consumer satisfaction. This trend can lead to increased customer loyalty and retention, thereby impacting the competitiveness of the communication service providers in the market.

Among the telecom operators, NOS had the highest number of complaints, with 5,900 complaints, representing 38% of the total and equating to 2 complaints per 1,000 customers. In contrast, MEO had the fewest complaints with 4,100, which is 26% of the segment's total, and only 0.8 complaints per 1,000 customers. MEO's complaints decreased by 33% compared to Q1 2023. Vodafone also saw a reduction in complaints, with 5,300 complaints, representing 34% of the sector and 1.4 complaints per 1,000 customers, a decrease of 27% from the previous year.

While the telecommunications sector showed improvement, the postal services sector experienced an increase in complaints. Complaints about postal services rose by 15% compared to the first quarter of 2023. This indicates growing dissatisfaction among consumers with postal services during this period.

Overall, ANACOM's report highlights a mixed performance across different communication sectors in Portugal. The reduction in telecommunications complaints suggests improvements in service delivery and customer satisfaction within this sector. However, the rise in postal service complaints points to areas needing attention and improvement.

Key Takeaways

• ANACOM reports 11% decrease in written complaints against communication service providers in Q1 2024.
• Telecommunications sector sees 22% drop in complaints, with delays and price increases as top concerns.
• NOS had the most complaints (5,900), while MEO had the fewest (4,100) among telecom operators.
• Postal services sector sees 15% increase in complaints, indicating growing consumer dissatisfaction.
• Overall, report highlights mixed performance across communication sectors in Portugal.