The Complaints Book has allowed, since the beginning of this year, the presentation of compliments and suggestions. The electronic format of the Complaints Book, in force in essential public services, has been in existence since 1 July 2017, but now it also allows for praise.
O Electronic Complaints Book it covers the sectors of essential public services (electricity, natural gas, water and waste, electronic communications and postal services), tourism and retail sales, already involving 8 regulatory and supervisory entities. Last December, the air transport sector was also integrated into the LRE, through the National Civil Aviation Authority (ANAC).
Given the diversity of sectors and the heterogeneity of companies involved, and in order to ensure the correct and effective connection and adaptation of economic operators to the electronic complaints book, ensuring the safety and effectiveness of this project, the process of adhesion and accreditation of the other sectors and respective economic operators on the Platform runs until 1 July 2019.
Since its creation, on the 1st of July 2017 until the 31st of December, 80 complaints were submitted in electronic format.
For the Secretary of State for Consumer Protection, João Torres, "the complaints book allows consumers to play an active role in improving the quality of goods and services, supporting companies in improving their performance and business practices and , from now on, also promotes the inclusion of good practices and positive experiences by consumers”.
The Complaints Book platform in electronic format is a measure of the “SIMPLEX + 2016” program and involves the Directorate-General for Consumers and the regulatory bodies of the various sectors of activity.
The platform is available at www.livrocomplaincoes.pt
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