In 2024, the Livro de Reclamações (Book of Complaints) received a total of 444,815 complaints, marking a slight decrease from the previous year, which recorded 448,199 complaints, according to a joint statement from the Ministry of Economy and the Directorate-General for Consumer Affairs.
Of these complaints, 255,048 were submitted using the physical book format, while 189,767 were registered electronically.
The sectors with the highest number of complaints included commerce and services (191,472), electronic communications and postal services (101,359), and health services (34,643).
Compared to 2023, there was a decrease in complaints across all these sectors, except those overseen by the Food and Economic Safety Authority (ASAE), which saw an approximate 10% increase.
In the realm of essential public services, electronic communications and postal services stood out with 101,359 complaints, followed by electricity and natural gas (27,787), transportation (18,711), and water and waste services (4,380).
The Directorate-General for Consumer Affairs reported the initiation of 2,929 administrative offense proceedings following infractions of the legal framework governing the Livro de Reclamações, along with 489 proceedings for breaches of applicable sector legislation.
“The fines imposed in 2024 for infractions of sector legislation, as a result of these complaints, amounted to 2,184,137 euros, with an additional 500,585 euros in fines levied for breaches of the legal framework of the Livro de Reclamações,” it was disclosed.
More than 400,000 suppliers of goods and service providers, along with 35 market control entities and regulatory bodies, are registered in the Electronic Book of Complaints.
This format also logged 2,774 requests for information, 1,216 commendations, and 640 suggestions.
The Directorate-General for Consumer Affairs presented the 2024 Livro de Reclamações data today at the National Press – Mint (INCM).
