Since June 2025, Regulation No. 237/2024 of the National Communications Authority (ANACOM) has been in force, strengthening the rights of end users with disabilities – people with long-term physical, mental, intellectual or sensory disabilities who face barriers to full participation in society – by ensuring that everyone has the same opportunities to access telecommunications services.

These measures place accessibility at the heart of the relationship between customers and operators. The objective is clear: to eliminate barriers and ensure that all users can contract, use and manage their services on equal terms. Here are the main highlights:

Accessible communication for all

All customers with disabilities now have the right to receive contracts, invoices and communications in the format of their choice: whether in large print, Braille, audio or digital. The information must follow criteria that ensure legibility, such as the use of clear fonts, adequate contrast and comfortable spacing.

Service tailored to needs

Customer service is now fully adapted: support is available in Portuguese Sign Language, subtitling and text or video communication. For added convenience, each customer can designate a representative to handle all service matters.

Informed choice and fair prices

Before signing up, customers can test accessible equipment and software, to ensure that the solution meets their needs. In addition, the commercial conditions must be equivalent to those applied to other customers, with no extra costs for accessibility features.

Priority in troubleshooting

If a fault occurs in the fixed service, these customers are given priority for repairs, avoiding long periods without connection.

Simple and accessible complaints

Complaints can be made through adapted channels, both in person and remotely, ensuring that each customer finds a convenient and effective way to make themselves heard.

At dstelecom, we believe that technology only fulfils its purpose when it is accessible to everyone. It is therefore our responsibility to help end consumers, our customers' customers, to know their rights and to be able to exercise them consciously.

Source: ANACOM