|
05/04/2012 |
Quality in Multimedia Communication Service
Complaints in Anatel per Cause (2011)
The following presentes the ranking of complaints per cause registered in Anatel's Attendance Center in 2011.
| Causes | Jul | Aug | Sep | Oct | Nov | Dec |
| Repair | 49.6% | 48.1% | 47.2% | 50.3% | 52.0% | 52.4% |
| Charging | 20.8% | 21.7% | 23.5% | 21.7% | 20.5% | 19.0% |
| Installation | 13.6% | 15.0% | 14.3% | 13.0% | 12.8% | 13.1% |
| Cancellation | 6.8% | 7.0% | 6.5% | 6.9% | 6.6% | 7.0% |
| Attendance | 4.0% | 3.4% | 3.4% | 3.5% | 3.3% | 3.5% |
| Change of Address | 2.0% | 1.9% | 1.8% | 1.6% | 1.6% | 1.9% |
| Lock | 1.1% | 1.3% | 1.4% | 1.5% | 1.5% | 1.3% |
| Unlock | 0.7% | 0.5% | 0.6% | 0.5% | 0.5% | 0.5% |
| Other Causes | 0.6% | 0.6% | 0.7% | 0.6% | 0.6% | 0.5% |
| Service contract | 0.3% | 0.2% | 0.2% | 0.2% | 0.2% | 0.3% |
| Others | 0.3% | 0.2% | 0.3% | 0.4% | 0.3% | 0.3% |
| Total | 17,818 | 19,266 | 16,580 | 16,880 | 18,612 | 18,170 |
| Causes | Jan | Feb | Mar | Apr | May | Jun |
| Repair | 56.5% | 59.7% | 55.8% | 54.4% | 51.7% | 52.8% |
| Charging | 16.8% | 14.8% | 16.3% | 18.1% | 20.4% | 21.7% |
| Installation | 11.3% | 11.5% | 12.4% | 12.6% | 11.6% | 9.8% |
| Cancellation | 6.3% | 5.9% | 6.1% | 6.0% | 6.7% | 6.6% |
| Attendance | 4.0% | 3.8% | 3.9% | 3.3% | 3.2% | 3.8% |
| Change of Address | 2.1% | 1.9% | 2.0% | 1.7% | 2.0% | 2.0% |
| Lock | 0.9% | 1.0% | 1.3% | 1.5% | 1.5% | 1.4% |
| Unlock | 0.5% | 0.5% | 0.7% | 0.7% | 0.6% | 0.6% |
| Other Causes | 0.6% | 0.6% | 0.5% | 0.7% | 0.9% | 0.6% |
| Service contract | 0.5% | 0.3% | 0.5% | 0.6% | 0.7% | 0.4% |
| Others | 0.3% | 0.3% | 0.5% | 0.4% | 0.6% | 0.4% |
| Total | 17,645 | 20,217 | 19,320 | 16,426 | 18,876 | 18,589 |
Complaints in Anatel per Cause (Quarterly)
The following presentes the ranking of complaints per cause registered in Anatel's Attendance Center in 2010.
| Causes | 1Q10 |
2Q10 | 3Q10 | 4Q10 | 1Q11 | 2Q11 | 3Q11 | 4Q11 |
| Repair | 45.7% | 44.0% | 45.6% | 50.8% | 57.4% | 52.9% | 48.3% | 51.6% |
| Charging | 16.5% | 17.6% | 19.4% | 21.7% | 15.9% | 20.2% | 22.0% | 20.4% |
| Installation | 19.9% | 21.4% | 17.2% | 9.2% | 11.7% | 11.3% | 14.3% | 13.0% |
| Cancellation | 6.4% | 6.2% | 6.3% | 7.9% | 6.1% | 6.5% | 6.8% | 6.8% |
| Attendance | 5.4% | 5.2% | 5.8% | 5.2% | 3.9% | 3.4% | 3.6% | 3.4% |
| Change of Address | 2.0% | 2.4% | 2.5% | 1.9% | 2.0% | 1.9% | 1.9% | 1.7% |
| Lock | 1.2% | 1.2% | 1.4% | 1.3% | 1.0% | 1.5% | 1.3% | 1.4% |
| Other Reasons | 0.8% | 0.5% | 0.6% | 0.6% | 0.6% | 0.7% | 0.6% | 0.6% |
| Unlock | 0.4% | 0.5% | 0.6% | 0.6% | 0.6% | 0.6% | 0.6% | 0.5% |
| Others | 0.8% | 0.4% | 0.3% | 0.4% | 0.3% | 0.5% | 0.3% | 0.3% |
| Service contract | 0.8% | 0.4% | 0.3% | 0.4% | 0.4% | 0.6% | 0.3% | 0.2% |
| Total | 48,361 |
50,720 |
44,464 |
41,032 |
57,182 |
53,891 |
53,664 |
53,662 |
Complaints in Anatel per Cause (Annual)
The following presentes the ranking of complaints per cause registered in Anatel's Attendance Center in 2009.
Causes |
2009 |
2010 |
| Repair | 37.0% | 46.3% |
| Charging | 29.7% | 18.7% |
| Installation | 14.4% | 17.3% |
| Cancellation | 8.5% | 6.6% |
| Attendance | 4.9% | 5.4% |
| Change of Address | 2.9% | 2.2% |
| Lock | 1.0% | 1.3% |
| Other Causes | 0.5% | 0.6% |
| Unlock | 0.5% | 0.5% |
| Others | 0.3% | 0.5% |
| Service Contract | 0.4% | 0.5% |
| Access provider | 0.03% | - |
| Inclusion in SPC/Serasa* | 0.02% | - |
| Total | 200,218 | 183,557 |
*Agency responsible for listing the costumers in debt in order to charge them
Print this Page
Send this Page
Add to favorites
Communicate errors