Increase in complaints by 11%
In the first half of 2025, Portugal's Consumer Protection Portal has witnessed a significant rise in complaints, recording a total of 104,926, an increase from 94,484 in the same period of the previous year. The Mail, Transport and Logistics category continued to be the most complained-about, accounting for 11.16% of the total complaints. The Communications, TV and Media categories followed closely, accounting for 11.08%.
The Mail, Transportation and Logistics category, which includes services like Digi Portugal, E-REDES, IHRU, MEO, NOS, CTT, and Uber Eats, also had a resolution rate of 74.48%. Hypermarkets and Supermarkets, on the other hand, boasted a higher resolution rate of 79.17%.
The Water, Electricity and Gas category accounted for 6.52% of the total complaints, while the Shopping, Fashion and Jewellery category accounted for 9.67%. The Services and Public Administration category, despite being a significant part of daily life for many, accounted for only 6.52% of the total complaints.
The Consumer Protection Portal, established 16 years ago, serves as a public space for consumers to share experiences and find solutions. Its steady growth suggests growing trust among Portuguese consumers. Pedro Lourenço, founder of the Consumer Protection Portal, stated that the data shows a trend of consumers moving towards more participatory and effective channels like the portal.
Lourenço emphasized that the strength of the portal lies in the visibility and impact of public sharing, which generates value for both consumers and brands. It's important to note that the portal handles more complaints than the Electronic Complaints Book.
While the search results do not provide specific information about the most complained-about categories and top brands on the Complaint Portal, they offer general statistics and regulatory updates related to Portugal, such as inflation rates and mobile penetration. For detailed information on complaint categories and brands, it would be necessary to access the Complaint Portal itself or relevant reports from regulatory bodies like ANACOM or consumer protection agencies in Portugal.
In the context of Portugal's Consumer Protection Portal, the insights from top categories and resolution rates reveal that the Mail, Transportation and Logistics category, comprising services like Digi Portugal, E-REDES, IHRU, MEO, NOS, CTT, and Uber Eats, holds the second highest complaints with a resolution rate of 74.48%. Interestingly, the News sector, specifically General-News, has not been prominently featured in the reported statistics, suggesting minimal complaints in this category.
