However, the Algarve continues to be one of the regions in the country with the most complaints in the sector, particularly regarding postal services, according to data released by the National Communications Authority (ANACOM).

Electronic communications continue to be the most complained about sector, accounting for 60% of total complaints, with 62.3 thousand complaints. Despite having registered an 11% reduction compared to 2023, revenue and contracting of services continue to be the main reasons for consumer dissatisfaction.

Among the main operators, NOS was the company with the most complaints (37% of the total), followed by Vodafone (34%) and MEO (26%). However, it was the latter that recorded the biggest drop in the number of complaints (-18%), followed by Vodafone (-13%) and NOS (-3%).

With Digi's entry into the national market in the last quarter of 2024, there was an increase in complaints related to this new operator, which represented 0.9% of total complaints, mainly due to problems with mobile number portability and difficulties in activating services.

Postal complaints

Postal services were responsible for 41.8 thousand complaints, an increase of 12% compared to the previous year. The main complaint from consumers continues to be the lack of attempts at home delivery, representing 21% of all complaints in the sector and 18% of complaints against CTT.

CTT was the most targeted, concentrating 81% of complaints in the postal sector, with a total of 33.7 thousand complaints, an increase of 10% compared to 2023. DPD also registered growth in complaints, with 10% more than in the previous year, totaling 3.7 thousand complaints.

Other operators, such as UPS, General Logistics, CEPII and DHL, also saw the number of complaints increase, registering a growth of 31% compared to the previous year, with DHL Parcel and UPS standing out.

Geographically, the districts of Lisbon, Setúbal and Faro led the complaint rates in the communications sector, with more than 100 complaints per 10 thousand inhabitants in 2024. In the electronic communications sector, Setúbal had the highest rate of complaints (80 per 10 thousand inhabitants), while the Autonomous Region of the Azores recorded the lowest rate (14 per 10 thousand inhabitants).

In the postal sector, Faro was the most affected district, with around 65 complaints per 10,000 inhabitants, consolidating itself as one of the areas in the country where dissatisfaction with delivery services is greatest. On the other hand, Bragança recorded the lowest rate of complaints in this sector, with just 12 per 10 thousand inhabitants.

ANACOM highlights that, despite the overall reduction in the number of complaints, the significant increase in complaints about postal services and the persistence of problems in electronic communications demonstrate the need to reinforce the quality of services provided to consumers.