A DAMMING report about the national postal service, (CTT), published by Portuguese consumer rights association DECO, reveals poor service standards and staff not being able to inform clients about how to complain.
The report, published this month, reveals serious faults in 300 CTT branches across Portugal. This study was based on six scenarios carried out by members of DECO in 76 councils across Portugal.
These scenarios included sending a fax, sending a registered letter, asking about insurance for registered mail and how to complain about a lost item of post. The report revealed that in December 2007 alone, CTT received 29,402 complaints, with replies taking more than 25 days on average.
For lost mail, staff in 99 of the 300 CTT branches told DECO’s mystery shopper that to complain was either not possible or not worth it.
Fernando Marante, a spokesman for CTT, replied by email to questions asked by The Resident on the whereabouts of missing registered post which was sent by a reader from Moncarapacho post office in 2007 (See The Resident, February 15).
“British Royal Mail’s press office can give you more information on the whereabouts of the registered parcels, which we have recorded as entering the UK before going missing,” he said.
“CTT paid compensation for one of the items which was reported missing, according to the values stipulated.”
For the other item of registered post, Fernando Marante said that there had been no complaint registered with CTT, even though the sender has asked how to complain at Moncarapacho post office several times.
For more information about DECO, please visit the website at www.deco.proteste.pt. Alternatively, telephone their information line on 800 200 145.
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