The Complaints Portal received 15,984 complaints addressed to public services between January 1 and December 31, 2021, an increase of 19% compared to the same period in 2020. In the Top 10 are: IMT (5,123), Social Security (2,080), City Councils and Municipalities (1,903), SNS (1,573), Institute of Registries and Notaries – IRN (786), TAP (752), SEF (627), INE (404), Ministry of Education (403) and Tax and Customs Authority – AT (403).
Despite the number of complaints addressed to AT, this public service registered a solution rate of 94.5%, and a response rate of 99.7%, thus achieving a positive performance and a satisfaction rate of 87.2 in 100. In contrast are Social Security and TAP. While at Social Security the solution rate is 18.2%, and the response rate is 17.5%, at TAP these figures are 16% and 14.9% respectively. Social Security has a satisfaction score of 17.7, while TAP has a 15.8.
Among the main reasons for complaints verified by the study, most complaints to the IMT referred to difficulties in obtaining a driving license, those addressed to Social Security concern the attribution of subsidies, pensions and support, and in the case of municipal councils/municipalities, maintenance of infrastructure and spaces.
The assessment made to the SNS recorded complaints regarding the quality of service, vaccination and issuance of Covid-19 digital certificates, while at the IRN the main reason for complaint concerns the renewal and/or issuance of the Citizen's Card. In the middle of the list, in sixth place, is TAP with the lack of reimbursement of travel values as the main complaint from consumers, while at the Foreigners and Borders Service (SEF) difficulties in scheduling at the counters are pointed out.
The founder of Portal da Queixa and Global CEO of Consumers Trust, Pedro Lourenço, underlines, in a statement, that “with the democratisation of complaints, through online channels without the scrutiny of the State, it is possible to obtain the real perception of the organisations that are not strangled by the incapable decisions of the political power”.