Portugal’s telecom operators are now prohibited from charging customers for transferring their mobile phone numbers to a new provider, effective Monday. This change is part of new regulations designed to enhance consumer protection.
The ban on direct fees applies to all end-users who hold contracts associated with their mobile numbers. This means individuals will no longer incur costs when switching carriers while retaining their existing phone number.
Authorities view the measure as a significant step forward in defending the rights of Portuguese consumers. Any charges for this service are now illegal.
The National Communications Authority (Anacom) published these new rules in Portugal’s official gazette in January. An Anacom official told Lusa news agency at the time that the changes aimed to “reinforce consumer protection.”
Other measures also came into force on Monday. These include a new compensation mechanism for customers whose scheduled “physical network intervention” appointments are missed, requiring rescheduling.
The compensation for such an incident has been set at USD 10.85 (10 euros). This payment is made by the new operator if the missed appointment is not due to reasons attributable to the end-user.
Additionally, the new regulations mandate that the receiving provider must ensure number portability and activation occur on the date expressly agreed with the customer. This must happen as soon as possible, and no later than one business day from the agreed date.
Customers also retain the right to port numbers from the National Numbering Plan to another company even after their contract is terminated, unless they explicitly waive this right at the time of service deactivation.