Neither failure is Portuguese in origin. Both come from applying a group-wide standard that was set with reference to a different regime.
The period counted from connection
A dor
The group service-level standard measures from connection, as most do, and the Portuguese rule measures from the menu selection. The operation reports compliance and is not compliant.
A resposta
Reconfiguration of the measurement to the national rule, with independent verification by sampled anonymous calls to confirm the corrected figure.
From a group metric to the metric the law requires.
Serviço correspondente: Mystery Call Verification →
A ninety-day retention applied without reasoning
A dor
Ninety days is applied because the group applies it, or because the repealed Portuguese rule once required it. The period may well be appropriate; the written reasoning that would justify it does not exist.
A resposta
Determination and written justification of the retention period, with the lawful basis, the access procedure and the deletion procedure recorded.
From an inherited period to a justified one.
Serviço correspondente: Compliance File for Customer Service →
Identify your dominant exposure
The first conversation serves to establish which of these problems is costing your organisation the most.