Complaints in the communications sector increased by 7% in the second quarter compared to the same period last year, reaching approximately 25.9 thousand, as reported by the National Communications Authority (Anacom).
This marks the second consecutive quarter of rising complaints, driven again by issues related to electronic communications, which saw a 12% increase, totaling 17.1 thousand complaints in the second quarter, according to the regulator’s statement.
“The market entry of DIGI in the last quarter of 2024, which accounted for 1.3 thousand complaints during the period under review, may have contributed to the increase,” it details.
Conversely, complaints about postal services decreased compared to the same period last year (-3%), with 8.8 thousand complaints (34% of the total complaints).
Among telecommunications providers, Vodafone recorded the most complaints (about 4.8 thousand), followed by NOS and Meo (4.6 thousand complaints each).
Digi accounted for 8% of sector complaints, “with 1.3 thousand complaints registered in the second quarter of 2025 (+13% compared to the first quarter of 2025) and a complaint rate of 7.2 complaints per thousand customers,” notes Anacom.
Nowo experienced a significant increase in complaints (+131%) compared to the same period in 2024, with about 800 complaints filed.
The most frequent complaints were “delays or poor repair of service failures,” with more than 1.8 thousand complaints during this period possibly related to the “power outage” that occurred at the end of April 2025, according to the regulator.
Additionally, complaints focused on failures in fixed services, television and telephone, delays in the initial connection of fixed services, and billing for services that consumers considered not provided.
In the postal sector, the lack of home delivery attempts “continues to dominate complaints.”
CTT recorded 7.4 thousand complaints (82% of the sector total), while DPD accounted for 7% of the complaints registered during this period, about 600 complaints.
