Customer service

In 2018, we had 251.763 claims, information requests and indemnities regarding universal and non-universal services.

Despite the 9.2% increase in the claims on our products and services, there was a 7% reduction regarding the previous year.

The main reasons are related to delays in the delivery, items lost and delays in the customs clearance.

There were 43 795 non-conformity incidents, that lead to 13.225 indemnities, totalizing 142.321 claims answered in the scope of the Universal Service and regarding the domestic and international services.  

Banco CTT received 522 claims in the Complaints Book, and 175 sent by Banco de Portugal (Regulator).