Dispute Resolution

Dear customer,

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 you need to 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 we have presented to resolve the situation, you can access this official website. https://webgate.ec.europa.eu/odr/main/?event=main.home.show and to present their objection.

 

What is alternative dispute resolution?

Alternative dispute resolution is the possibility available to all consumers to resort to official entities that can help them resolve or provide guidance on any conflict before initiating legal proceedings in the courts.

Generally, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between themselves 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 generally less expensive, less formal, and faster than going to court.

 

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

 

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

CACCL – Lisbon Consumer Conflict Arbitration Center
http://www.centroarbitragemlisboa.pt/

CACCVA – Consumer Conflict Arbitration Center of the Ave Valley/Arbitration Court
http://www.triave.pt/

CICAP – Porto Consumer Information and Arbitration Center (Consumer Arbitration Court)
http://www.cicap.pt/

CIMAAL – Algarve Consumer Information, Mediation and Arbitration Centre
http://www.ciab.pt/pt/

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

CIMPAS – Information, Mediation and Insurance Ombudsman Center
https://www.cimpas.pt/

 

According to Law No. 144/2015 for dispute resolution, please consult:
CNIACC – Telephone: 213 847 484 (Call to a national landline)
E-mail: cniacc@fd.unl.pt Website: www.arbitragemdeconsumo.org