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Brazil Telecom Complaints Fall 12% in Past 12 Months
Source: https://www.telecompaper.com
Source Date: Thursday, November 02, 2017
Focus: Electronic and Mobile Government, ICT for MDGs, Knowledge Management in Government, Citizen Engagement, Institution and HR Management, Internet Governance
Country: Brazil
Created: Nov 09, 2017

There were 264,200 complaints from users of fixed broadband, mobile telephony, fixed telephony and pay-TV services against Brazilian providers to the National Telecommunications Agency (Anatel) in September. This figure represents a reduction of 35,900 complaints (-12%) compared to the same month last year. 

The biggest drop was registered in mobile telephony, down by 23,100 complaints in the month (-15.3%), followed by fixed telephony down by 9,400 (-13.7%), pay-TV with 2,100 less complaints (-5.7%), and fixed broadband with a reduction of 1,100 complaints (-2.6%). 

In mobile telephony, the highest percentage decrease in complaints was recorded by Vivo (-27.7%), followed by Nextel (-16.6%), Claro (-15.7%), Oi (-13.4%), and TIM (-6.1%). In the fixed broadband segment, Net was the only one to register growth in complaints (+20.5%), while Oi had a drop (-12.8%), as did Vivo (-6.7%). 
In fixed telephony, Vivo had a reduction of complaints (-15.4%), as did Oi (-14.7%) and Net (-8.5%). In pay-TV, Sky recorded an increase (+0.4%), while the highest percentage decrease was registered by Oi (-23.1%), followed by the Net/ Claro group (-5.5%) and Vivo (-3.9%).

In September, undue payments represented the highest volume of complaints for pay-TV (50.3%), postpaid mobile telephony (48.5%) and fixed telephony (42.2%). The quality of services was the biggest problem in fixed broadband (42.6%). In prepaid mobile, credits (40.5%) were the main reason for complaints.
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