In the telecommunications sector, the number of complaints that increased the most in 2023 was due to rising service prices, according to data released this Wednesday by the National Communications Authority (Anacom). Complaints were predominantly about billing, contracting, and technical assistance, as well as service failures and cancellations.
In total, Anacom received about 107.1 thousand written complaints against telecom operators last year, which is about 3 thousand less than in 2022 (2% less). Of these, 69.8 thousand (65% of the total) relate to electronic communications (4% less compared to 2022); and 37.3 thousand (35% of the total) belong to the postal sector.
The biggest complaint centered on billing (19.1%), with Vodafone accounting for 41% of these complaints. In second place is the service contract focusing on Nos and Vodafone, each accounting for 37% of complaints. Also noteworthy is technical assistance, which accounted for 13.1% of complaints, with Meo leading with 35%.
Nos was the provider that recorded the most complaints per thousand customers (7.5) – the operator’s price increases rose the most – followed by Vodafone (6.6) and Meo (3.7). In absolute terms, Vodafone (35%) registered the most complaints, followed by Nos (34%), Meo (29%) and Nowo (3%). With the exception of Nos (up 4%), all major operators saw a decrease in complaints compared to 2022.
The penalty for early termination if the applicant’s circumstances change was the reason it fell the most in 2023, Anacom said.
Author: Sonia Diaz
Source: CM Jornal
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