Online Dispute Resolution

The European Union has created a website to help consumers submit complaints about any dispute they are involved in. In this context, we provide all the information, so that you can exercise your right to complain to an official entity, third party and impartial to the process ("litigation 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 we presented to resolve the situation, you can access this official website and express your complaint: 

https://ec.europa.eu/consumers/odr/main/?event=main.home2.show  

Applicable Law

The terms of this document and all commercial activity directly associated are regulated solely and exclusively by Portuguese Law. The purchaser shall submit to the sole jurisdiction of the Portuguese courts.

What is alternative dispute resolution?

Alternative dispute resolution is the possibility that all consumers have at their disposal of appealing to official entities that help them in resolving or guiding a conflict, before opening litigation in the Courts. 

As a general rule, the dispute resolution procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between the customer and the trader who is the target of the customer's 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. 

Alternative dispute resolution is, usually, less expensive, less formal and faster than a judicial process. In the event of a dispute, the consumer can resort to an Alternative Consumer Dispute Resolution Entity:

CNIACC – National Center for Information and Arbitration of Consumer Conflicts
http://www.cniacc.pt/pt/

Algarve Consumer Arbitration Center
www.consumidoronline.pt

Coimbra Consumer Dispute Arbitration Center
www.centrodearbitragemdecoimbra.com 

Lisbon Consumer Dispute Arbitration Center
www.centroarbitragemlisboa.pt

Porto Consumer Information and Arbitration Center
www.cicap.pt

Vale do Ave, Tâmega and Sousa Consumer Dispute Arbitration Center
www.triave.pt

CIAB – Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court)
www.ciab.pt

Consumer Dispute Arbitration Center of the Autonomous Region of Madeira
https://madeira.gov.pt/cacc/

More information on the Consumer Portal
https://www.consumidor.gov.pt

 

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

CNIACC – Telephone: 21 384 7484
Email: geral@cniacc.pt
Website: https://www.cniacc.pt/pt/