In the middle of last year, the National Telecommunications Agency (Anatel) already showed signs that complaints in the telecommunications sector were falling.
Earlier this year, Anatel presented data showing that in 2021 complaints made by users of telecom services fell by 24.4% compared to 2020.
While in 2020, 2,949,334 complaints were registered; in 2021, 2,228,391 complaints were made.
What actions were taken to reduce complaints?
With a reduction of 720,943 complaints registered less than in 2020, one of the reasons for this drop is due to the investments made in the area by telecom operators. Marcos Ferrari, executive director of Conexis Brazil Digital, declared:
“The sector ended the year with this expressive mark: a drop of more than 20% in the number of complaints. Reduction that has been following the trend recorded throughout 2021. Since April, we have recorded reductions above 20%. Result of high investments made by providers.”
The investment Marcos refers to was more than R$ 25 billion, carried out by the telecommunications sector between January and September 2021. In relation to 2020, this investment represents a growth of 4.8%.
Another factor that helped to reduce complaints was the implementation of the do not disturb me: service that allows the blocking of numbers related to telemarketing offers. With this, many users could register their phone number, which would be taken from telemarketing sales centers.
Numbers related to the drop in complaints
All major services in the telecommunications sector showed a decrease in complaints in 2021 compared to 2020
- Pay TV fell by 43.7%, going from 282,177 to 158,944 complaints;
- Fixed broadband Internet with a drop of 26.7% in complaints, from 764,075 to 560,036;
- Mobile phone complaints dropped 20.2% from 1,403,272 to 1,119,511.
And how has your relationship with telecommunications services been? Any complaints to make? Leave your story in the comments.
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