MEO leads the unfavourable ranking as the brand with the highest number of complaints on the Portal da Queixa.
Portugal’s largest consumer social network analysed data on complaints filed against telecom operators and detected an increase in the number of complaints addressed to operators during August with a total of 1,207 complaints. During the same period last year, 1,127 complaints were registered on the platform, representing an increase of 7 percent. Since the beginning of 2019, over 8,700 complaints against the sector have been registered.
Dissatisfaction with contracted services, that is, failures in the services provided, remains the main reason for complaints among Portuguese consumers regarding telecommunications operators. Failures and malfunctions in the television service, internet speeds far below the contracted values, cancellations and service facilities are other reasons reported in the texts of complaints submitted through the Portal da Queixa.
The operator MEO is the brand with the most complaints in the telecommunications sector, being also the leading brand in the number of complaints in the Portal da Queixa, with 3,928 complaints in 2019. Next came the operators NOS with 2,576 complaints, Vodafone with 1,721 (which registered 33 percent more complaints) and NOWO with a total of 504.
Given the reality of the numbers, Pedro Lourenço, CEO and Founder of Portal da Queixa, believes that “For a long time, operators have nurtured an idea of a monopoly with consumers, where quality was pushed to the background rather than the competitive factor, price.
Today, due to the impact of social networks and opinion platforms such as Portal da Queixa, the strategic tendency of operators will necessarily be to circumvent this stigma, which in no way bears the trust and reputation that the telecommunications sector needs. It is therefore consumers who take the lead in the future of the telecommunications service in Portugal by frequently denouncing the poor service provided and unfair contractual conditions. It is only up to the managers of these companies to have the humility to assume that dissatisfaction is real.”