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The number of complaints registered in 2018 at the National Telecommunications Agency (Anatel) fell 13.6% compared to 2017. In total, 2.9 million complaints were received in the Agency’s service channels, 464.5 thousand less than in the previous year. This is the third consecutive year in which there have been declines in the volume of complaints: they had already been reduced by 4.3% in 2016 and by 12.9% in 2017.
Consumers from all major telecommunications services reported fewer complaints last year compared to 2017. The largest percentage reduction was 18% in Pay-TV (-84.1 thousand complaints), followed by a 17.6% decline in mobile telephony (-85.6 thousand), 14.9% in postpaid mobile telephony (-170.2 thousand), 13.1% in fixed telephony (-99.6 thousand) and 4.4 % in fixed broadband (-23.1 thousand).