The Directorate-General for Consumer Affairs (DGC) registered 448,199 complaints in 2023. The number of online complaints grew by 7%, while in the physical book there are 12% fewer compared to the previous year.
In 2023, the number of complaints registered in the Complaints Book fell by around 4%, to 448,199, according to data from the General Directorate of Consumer Affairs (DGC).
Consumers can submit a complaint in two ways, in the physical book or online. In the first format, last year 235,545 complaints were registered, a 12% drop compared to 2022; already in eBookthe complaints increased by 7%, to 212,654.
Anacom was the entity that received and handled the most online complaints, exceeding 67 thousand complaints, followed by ASAE with 53,914. The Energy Services Regulatory Authority also reached 21,458.
In physical format, ASAE is the leader in the number of complaints received, with around 120 thousand. In addition to these, the entity that regulates the communications sector indicated 36,684 requests in the physical book – and the Health Regulatory Authority (ERS) received 30,452 requests.
The DGC details that “in the complaints received by Anacom, electronic communications are the most complained about sector, the main reasons for which are billing and contracting of services, as well as technical assistance”.
Regarding ASAE, consumers complained most about the sale and assembly of electronic equipment, as well as hypermarkets and ready-to-wear, “the main reasons being transactions and orders, customer service, quality of service, as well as such as prices and advertising campaigns”.
As for the health sector, health care and dental health units and complementary means of diagnosis are the most targeted. “Excessive billing, adequacy and relevance of healthcare, as well as prior information on costs, contributions and applicable coverage” are the points about which consumers complain most.
Tags: Complaints decrease Complaints Book Economy
