12/22/2011

Anatel Claims - Fixed Telephony

 

Fixed Tel. Quality Complaints Performance Historical Data

This page: Ranking of Fixed Telephony Claims in Anatel. Source: Anatel.

Complaints per 1000 subscribers in Anatel (By month)

 

Operators	Local
	Jan/11	Feb/11	Mar/11	Apr/11	May/11	Jun/11	Jul/11	Aug/11	Sep/11	Oct/11
Telefônica	1.699	2.699	1.523	1.309	1.420	1.108	0.972	1.075	0.956	1.065
Oi	0.955	1.954	1.143	0.998	1.313	1.084	1.028	1.187	0.965	0.982
Embratel	0.975	1.975	1.093	0.942	1.284	1.130	1.194	1.184	0.963	0.942
GVT	0.360	1.360	0.572	0.446	0.488	0.444	0.434	0.498	0.435	0.566
Sercomtel	0.147	1.147	0.355	0.217	0.325	0.302	0.319	0.329	0.404	0.562
CTBC	0.465	1.465	0.514	0.463	0.636	0.516	0.549	0.424	0.310	0.441

 

 

Operators	LONG DISTANCE
	Jan/11	Feb/11	Mar/11	Apr/11	May/11	Jun/11	Jul/11	Aug/11	Sep/11	Oct/11
Oi	0,030	0,032	0,033	0,036	0,043	0,037	0,042	0,051	0,041	0,040
Embratel	0,026	0,025	0,034	0,022	0,037	0,040	0,050	0,040	0,038	0,037
Telefônica	0,033	0,032	0,031	0,028	0,030	0,030	0,027	0,023	0,028	0,033
CTBC	0,019	0,008	0,023	0,005	0,013	0,021	0,023	0,010	0,002	0,009
Sercomtel	0,037	0,012	0,000	0,000	0,025	0,012	0,012	0,025	0,000	0.000

 

 

Complaints per 1000 subscribers in Anatel (by quarter)

 

Operators	Local
	1Q10	2Q10	3Q10	4Q10	1Q11	2Q11	3Q11
Embratel	0.283	0.274	0.276	0.289	1.348	1.119	1.113
Oi	0.296	0.403	0.313	0.265	1.349	1.131	1.060
Telefonica	0.484	0.372	0.364	0.393	1.973	1.278	1.001
CTBC	0.106	0.107	0.149	0.155	0.815	0.538	0.427
Sercomtel	0.051	0.036	0.033	0.039	0.549	0.281	0.351

 

 

Operators	LONG DISTANCE
	1Q10	2Q10	3Q10	4Q10	1Q11	2Q11	3Q11
Oi	0.007	0.009	0.010	0.009	0.031	0.039	0.045
Embratel	0.004	0.005	0.006	0.008	0.028	0.033	0.043
Telefonica	0.011	0.015	0.016	0.012	0.032	0.029	0.026
Sercomtel	0.003	0.003	0.012	0.003	0.016	0.012	0.012
CTBC	0.005	0.005	0.007	0.006	0.017	0.013	0.012

 

 

Complaints per 1000 subscribers in Anatel (Annual)

 

Operators	Local
	2009	2010
Telefonica	1.552	1.209
Oi	0.819	0.962
Embratel	1.074	0.843
CTBC	0.211	0.387
Sercomtel	0.159	0.119

 

 

 

Operators	LONG DISTANCE
	2009	2010
Telefonica	0.050	0.041
Sercomtel	0.026	0.015
Oi	0.022	0.027
CTBC	0.029	0.017
Embratel	0.017	0.017

 

 

Complaints in Anatel per Cause (by month - 2011)

 

The following presentes the ranking of complaints per cause registered in Anatel's Attendance Center in 2011.

 

 

Motivos	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct
Charging	23.5%	22.2%	24.6%	25.1%	27.4%	31.1%	31.6%	31.5%	31.7%	30.8%
Repair	34.0%	38.1%	35.1%	33.6%	30.4%	23.9%	22.5%	22.9%	22.9%	25.7%
Installation of individual accesses	7.6%	7.6%	8.1%	8.1%	7.2%	7.7%	7.5%	7.7%	7.8%	6.4%
Attendance	5.7%	5.5%	5.2%	4.8%	4.7%	5.6%	5.8%	5.5%	4.9%	6.1%
Lock	4.0%	3.6%	3.8%	4.1%	4.7%	5.3%	5.2%	5.4%	5.6%	5.1%
Cancellation	4.6%	4.1%	4.2%	4.3%	4.4%	4.7%	4.9%	4.7%	4.7%	5.0%
Access Code	3.3%	3.4%	3.4%	3.5%	3.8%	4.0%	5.4%	5.1%	4.8%	4.7%
Change of Address	5.3%	4.3%	4.2%	5.3%	6.0%	5.3%	4.3%	4.0%	4.1%	3.6%
Service Plans	3.3%	3.3%	3.2%	3.3%	3.4%	3.9%	3.9%	3.8%	3.8%	3.6%
Unlock	-	-	-	1.6%	1.7%	1.7%	2.0%	1.8%	1.9%	1.6%
Additional Services	1.6%	1.5%	1.6%	-	-	-	-	-	-	-
Other Causes	7.1%	6.5%	6.6%	6.3%	6.3%	6.8%	7.1%	7.5%	7.7%	7.4%
Total	48,828	52,224	51,613	44,713	55,442	46,351	44,001	48,438	40,636	42,670

 

 

Complaints in Anatel per Cause (by quarter)

 

The following presentes the ranking of complaints per cause registered in Anatel's Attendance Center in 2011.

 

 

Motivos	1Q10	2Q10	3Q10	4Q10	1Q11	2Q11	3Q11
Charging	25.9%	25.0%	28.8%	27.4%	23.4%	27.9%	31.6%
Repair	28.5%	28.0%	23.4%	26.8%	35.8%	29.3%	22.8%
Installation of individual accesses	7.0%	7.1%	7.2%	7.7%	7.8%	7.6%	7.7%
Attendance	7.7%	8.8%	8.3%	7.0%	5.5%	5.0%	5.4%
Lock	4.6%	4.5%	4.5%	4.4%	3.8%	4.7%	5.4%
Access Code	3.5%	3.6%	4.4%	4.1%	3.4%	3.8%	5.1%
Cancellation	4.4%	4.1%	4.5%	4.6%	4.3%	4.5%	4.8%
Change of Address	4.5%	4.5%	4.5%	4.4%	4.6%	5.5%	4.1%
Service Plans	4.7%	4.4%	4.6%	4.2%	3.3%	3.5%	3.9%
Unlock	-	-	0.6%	0.5%	-	1.7%	1.9%
Calling Complement	-	2.6%	0.6%	-	-	-	-
Additional Services	2.4%	-	0.6%	1.2%	1.6%	-	-
Other Causes	6.9%	7.5%	8.1%	7.6%	6.7%	6.5%	7.5%
Total	129,534	138,422	120,075	116,117	152,665	146,506	133,075

 

 

Complaints in Anatel per Cause (Annual)

 

Causes	2009	2010
Charging	31.9%	26.7%
Repair	18.9%	26.7%
Attendance	8.7%	8.0%
Other Causes	7.4%	7.5%
Installation of individual accesses	6.2%	7.3%
Lock	5.4%	4.5%
Cancellation	5.6%	4.4%
Change of Address	4.9%	4.5%
Service Plans	4.2%	4.5%
Access Code	2.5%	3.9%
Additional Services	1.8%	1.0%
Unlock	2.6%	0.3%
Calling Complement	-	0.8%
Total	545,818	504,148

 

 

 

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