Anacom carried out a set of 22 inspections in 13 CTT postal distribution centres (CDP) and detected “deficiencies in postal distribution” in some of them, the regulator announced.

The Autoridade Nacional de Comunicações (Anacom) carried out a set of “22 inspection actions in 13 postal delivery centres” of CTT, between July 2021 and January 2022, “to verify the regularity of the postal distribution operation in these centres”.

According to the regulator, the centres of Chaves, Funchal, Loulé, Lousada, Machico, Ovar, Ponta do Sol, Ponte da Barca, Póvoa de Lanhoso, Póvoa de Varzim, Ribeira Grande, Rio Maior and Santarém were all inspected.

“In the actions carried out, it was found that there are deficiencies in the postal delivery provided by some postal distribution centres (CDP), namely in terms of routing deadlines, regularity and reliability of services, to the detriment of the interests of users of postal services covered by the postal distribution of those centres”, points out Anacom.

Significant delays

At issue “are significant delays in the forwarding of priority mail and regular mail, as well as the absence of postal distribution on certain routes on certain days, situations that last for quite long periods of time”.

In particular, “the CDPs of Loulé, Póvoa de Varzim and Santarém are highlighted, in which it was found that, over a long period of time, a proportion of well over 5.5% of the daily priority mail did not reach its destination until one day after having entered the CTT postal network, in disagreement with the values ​​defined for the quality of service indicators relating to routing in priority mail and registered mail and measured on an annual basis”.

With regard to the CDP of Rio Maior and Santarém, Anacom adds, “it was found that, in the distribution period analysed, a significant part of the regular mail that enters these centres daily was not delivered to the recipient until three working days after being sent”.

It also highlights the situations detected in the CDPs of Funchal, Loulé, Ovar, Póvoa de Varzim and Santarém, “in which a set of postal items of priority mail, regular mail or both were randomly selected, and it was found that a very significant part of shipments did not reach their destination within the deadlines set in the routing pattern for the respective type of traffic“.

The regulator considers that these situations “contribute negatively to the fulfilment of the quality of service parameters and the performance objectives associated with the provision of the universal service set by Anacom”.

Correct deficiencies urgently

In this sense, “it is important to correct the deficiencies identified as urgently as possible, putting an end to delays in the distribution of mail that arrives daily at each of the distribution centres subject to inspection, with particular relevance to mail services with priority routing and, therefore, eliminating the inconveniences and difficulties posed to the populations that benefit from these services”.

The regulator notified CTT of the results of the inspections carried out, “requiring the availability of information on the measures implemented in the meantime or that the company proposes to implement with a view to correcting the situation and the respective timetable”.

In response, CTT informed Anacom that “they aim to promote measures that will improve the service provided in the areas covered by the CDPs”.