TO telecommunications operators in Portugal are a common source of consumer complaints, with MEO, us, Vodafone and NOWO be the main figures in our market. Now, according to ANACOM, we find out which entity collected the most complaints in the third quarter of 2021.
In fact, according to the Portuguese regulator, it was NOS that collected the most complaints in the 3rd quarter of 2021. On the other hand, the Autoridade Nacional de Comunicações reports that complaints against communication service providers decreased by 5% compared to the same . period 2020.
32,300 complaints registered against operators in Portugal
Also according to ANACOM, NOS was the operator that registered the most complaints in the 3rd quarter of 2021. In fact, it represented 35% of the complaints in the sector. In second place is MEO with 32% of the complaints during the same period.
It should be noted, however, that MEO has the lowest complaint rate in the period analyzed, in practice 1.1 complaints per thousand customers, and is currently the largest operator in Portugal.
In third place we have Vodafone with 29% of the complaints registered in this period. Finally, in fourth place we have NOWO with 4% of complaints to operators.
As a positive highlight, ANACOM notes that all of the vendors that complained the most saw a decrease in the respective volume of complaints compared to Q3 2020. However, this volume increased compared to Q2 2021.
NOS was the operator with the most complaints, followed by MEO and Vodafone
The main reasons for the complaint have to do with the delay or lack of repair of the services provided. This was the category that most affected customers and users of communications services, in a total of 18% of the reasons for complaints.
Also according to ANACOM, in the analyzed quarter, complaints about the activation of services without the express consent of consumers increased (2 percentage points).
Likewise, complaints related to difficulties in renegotiating the contract due to change of address and difficulties in submitting a request for cancellation of services also increased.