In the second quarter of 2026, complaints regarding communication services in Portugal reached 27.6 thousand, representing an increase of 12% compared to the same period the previous year. The postal sector contributed 10.1 thousand complaints, corresponding to 37% of the total and registering a rise of 15%, while electronic communications concentrated 17.5 thousand complaints, representing 63% of the total with a growth of 10%.
The electronic complaints book became the preferred method among users, accounting for 69% of complaints, which represents an increase of 29% compared to the same period last year. In contrast, the physical complaints book saw its use decrease by 19%, representing only 27% of the total. ANACOM's customer service also grew significantly, with an increase of 34% in complaints, totaling approximately 1.2 thousand complaints, mainly related to service interruptions caused by extreme weather events.
Geographically, Leiria stood out with the highest complaint rate in electronic communication services, with 34 complaints per 10,000 inhabitants, while the Autonomous Region of Madeira led in postal service complaints, with 20 complaints per 10,000 inhabitants. In electronic communications, MEO was the most complained about operator, with 6.5 thousand complaints representing 37% of the total, followed by NOS with 5.7 thousand, while Vodafone and DIGI/NOWO registered reductions in complaints.
In postal services, CTT remained the most complained about provider, with 7.8 thousand complaints, while GLS emerged as the second most complained about provider for the first time, registering an increase of 172%. DPD and DHL also showed increases in complaints, although in more moderate proportions.
