“In 2023, a total of 448,199 complaints were submitted in the Complaints Book, of which there were 212,654 complaints through the electronic book (7% more compared to 2022) and the remaining 235,545 in the physical book (12% less, compared to 2022)”, says the DGC in a statement.
According to the DGC, the entities that received and analyzed the largest number of complaints – both in electronic and physical format – were the Food and Economic Security Authority (ASAE, 173,914 complaints), the National Communications Authority (Anacom, 103.725) and the Health Regulatory Entity (ERS, 35.908).
By format, the Anacom leads in digital complaintswith 67,041, followed by ASAE (53,914) and the Energy Services Regulatory Entity (ERSE), with 21,458 complaints.
In physical format, the ASAE received 120 thousand complaintsAnacom 36.684 and ERS 30.452.
The DGC details that electronic communications is the sector most complained about in complaints submitted to Anacom, “the main reasons for which are billing and contracting of services, as well as technical assistance”.
In turn, ASAE is responsible for complaints in the sectors of commercialization and assembly of electrical equipment, hypermarkets and ready-to-wear clothing, “the main reasons being transactions and orders, customer service, quality of service, as well as prices and advertising campaigns”.
Health care units, dental health units and complementary means of diagnosis are the sectors most complained about to the ERS, with excessive billing, adequacy and relevance of health care and prior information on costs, reimbursements and applicable coverages such as main reasons.
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