In the Mail business area, 123 979 processes related to customer complaints about services and commercialized products were registered in the complaint processing support application, a 13% decrease compared to the previous year. The main reasons for complaints are related to non-delivery and loss of items. 

Regarding the Express business area, 107,558 complaints processes were registered, translating into a 60% decrease. The reasons with the greatest impact on Express complaints are the perception of delays in the delivery and loss of items.