In a reaction to the legislation published in the Official Gazette, the company led by João Bento highlights the “very positive evolution” compared to the previous framework.

“Without prejudice to a more in-depth analysis, CTT understands that the indicators now published represent a very positive evolution when compared to the previous framework, although it could have gone further in reducing the gap in relation to the European reference in relation to the existence provided for in them”, comments the postal company, in a statement sent to the Portuguese Securities Market Commission (CMVM).

“By decision of 24 October 2023, ANACOM approved the draft proposal for quality of service parameters and performance objectives associated with the provision of the universal postal service, having submitted it to the hearing of CTT, as the US provider, and of consumer representative organisations, as well as to the market consultation”.

By determination of 21 November 2023, it decided to extend the initial deadline of 20 working days by a further 20 working days (following a request from CTT for an extension of the deadline for its response), and, consequently, submitted the respective proposal to the Government.

The document also states that the “PQS [quality of service parameters] and performance objectives must, in accordance with Article 13.2 of the Postal Law, be compatible with the quality of service levels set for intra-Community services and other international services and ensure high levels of quality of service in line with best practices in force in the European Union”.

“In order to contribute to a better assessment of the quality of services provided, as well as to encourage improvements in their implementation, the present definition of PQS reduces the number of indicators, from 24 to 7; their definition is also simplified”, adds the decree-law.

The quality indicators include the time taken to forward priority correspondence; time spent in queues; or time taken to forward registered correspondence.

On 2 May, Anacom sent the Government a proposal to oblige CTT to invest in improving the postal service, as it had breached mail quality parameters in 2022, according to an official source from the regulator who told ECO.

CTT failed to meet all the targets it had to meet that year and, for this reason, it would previously have had to compensate users with a reduction in mail prices. However, in 2021, during negotiations for the new concession contract with Pedro Nuno Santos, then Minister of Infrastructure, the previous Government accepted that, until the publication of new quality indicators, the penalty to be applied to CTT would always be via “investment obligations”.