The European Union has created a website to support consumers in submitting their complaints regarding any dispute in which they are involved. In this context, we provide all the information so that you can exercise your right to complain to an official, third-party and impartial entity (“dispute resolution entity”) that will help you resolve the dispute in question.

Therefore, if you are dissatisfied with the purchase of a good or service, or with the solution presented by us to resolve the situation, you can access this official website https://webgate.ec.europa.eu/odr/main/?event=main.home.show and submit your complaint.

What is alternative dispute resolution?

Alternative dispute resolution is the possibility that all consumers have at their disposal to resort to official entities that help them in the resolution or guidance of any conflict, before initiating litigation proceedings in the courts.

As a general rule, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between them and the merchant who is the target of their complaint. The intermediary may suggest a solution to the complaint, impose a solution on both parties, or bring the parties together to find a solution.

You may know the concept of alternative dispute resolution by another name: ‘mediation’, ‘conciliation’, ‘arbitration’, or ‘competent commission in the context of consumer disputes’.

Alternative dispute resolution is, as a rule, less expensive, less formal, and faster than going to court.

In case of a consumer dispute, the consumer may resort to the following alternative consumer dispute resolution entities:

CNIACC – National Consumer Information and Arbitration Centre

https://www.cniacc.pt/pt/

CACCL – Lisbon Consumer Arbitration Centre

http://www.centroarbitragemlisboa.pt/

CACCVA – Vale do Ave Consumer Arbitration Centre/Arbitration Court

CICAP – Porto Consumer Information and Arbitration Centre (Consumer Arbitration Court)

CIMAAL – Algarve Consumer Information, Mediation and Arbitration Centre

http://www.ciab.pt/pt/

CIAB – Consumer Information, Mediation and Arbitration Centre (Arbitration Court of Consumer Affairs)

http://www.ciab.pt/pt/

CIMPAS – Insurance Information, Mediation and Ombudsman Centre

https://www.cimpas.pt/

According to Law No. 144/2015, for dispute resolution, please consult:

CNIACC – Telephone: +351 21 384 7484 – Call to national landline network

Email: cniacc@fd.unl.pt Website: https://www.cniacc.pt/pt/