Complaints registered by Anatel as indicator of services quality in 2012
Quality was one of the hot themes of 2012. In June, Anatel applied a punishment for TIM, Oi and Claro, suspending their sales in selected states during 12 days.
Vivo, that wasn’t punished, is the operator presenting the lowest rate of complaints.
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Note: When this commentary was published, Anatel had reported this data until Oct/12.
TIM, which had its sales suspended in 19 states, is placed in the third position in rate of complaints since August/ 2011, when the carrier was overtaken by Claro and Oi. Oi’s sales were suspended in 5 states and Claro in three.
Anatel’s action stimulated consumers to register more complaints at Anatel, provoking growth of the complaints made to the regulator agency in the four main telecommunication services.
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Note: 2012's data are projections made by Teleco
Cellular is the service holding the biggest number of complaints for having a number of accesses much bigger than other services. The board is inverted when we consider the rate of complaints by thousand accesses.
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Charging was the main reason of complaints for subscribers of cellular service (40.7%) and pay TV (35.7%). On the other hand, repair was the main reason for complaints in fixed broadband (52.2%) and fixed telephony (30.3%).
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Note: The image shows the main reasons that represented more than 10% of the complaints for the service.
Clients seem to be willing to complain to Anatel more about the problem with the value paid by service (charging) or service interruption (repair) than about problems related to covered area or uncompleted calls, those represented less than 1% of the complaints about cellular.
In other words, the complaints registered by Anatel is a quality indicator for the service provided in many services, but shows a partial view of the problems founds. Without indicators like the ones defined by the "Regulation of Quality Management" it gets difficult to evaluate the provided services. In Aprl/12, Anatel stopped to report t indicators about cellular market and started to report data about fixed telephony only.
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