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[October 23, 2013]
Portugal Telecom leads in customer complaints in 2012 [Global Data Point]
(Global Data Point Via Acquire Media NewsEdge) Portugal Telecom received more than 13,000 complaints from customers in 2012, followed by Zon TV Cabo Portugal, with more than 12,000 complaints, a report released by Anacom shows. TMN was third with a little over 8,000 complaints, followed by Optimus (7,000), Vodafone Portugal (more than 5,000) and Cabovisao (more than 2,000). The fixed internet access service registered 4.28 complaints per thousand customers, 2.1 percent more than a year earlier. Optimus was the operator who received the most complaints for this type of service, at 10.48 per thousand. The mobile internet access service registered 1.48 complaints per thousand customers, 20.1 percent fewer than in 2011. For this service, the provider with the most complaints was TMN, with 2.08 complaints per thousand customers (its market share in this service was 41%). Vodafone (38% market share) was the provider with the lowest number of complaints per thousand customers, at 0.51.
The pay-TV service was the second with the most complaints, with an average of 4.26 complaints per thousand customers, 23.9 percent more than in 2011. The service provider with the most complaints was Cabovisao (8% market share), followed by Zon TV Cabo Portugal (47% market share). Regarding the fixed telephone service, the providers with the highest number of complaints were Zon TV Cabo Portugal (3.71), Vodafone (3.61) and Optimus (3.51). The provider with the largest market share was Portugal Telecom, with 2.35 complaints per thousand customers.
Last year, the service with the least complaints was mobile telephony. Optimus gathered the largest number of complaints per thousand customers (1.00), followed by TMN with 0.76 complaints.
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