The European Union has created a website to help consumers submit their complaints about 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 in the process (a “dispute resolution entity”) that will help you resolve the dispute in question.

So, if you are dissatisfied with the purchase of a good or service, or with the solution we have proposed 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 resolve or guide a conflict, before opening litigation proceedings in the Courts.

As a general rule, the procedure is as follows: the customer asks an impartial third party to act as an intermediary between him/her and the trader who is the subject of his/her 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 other names: ‘mediation’, ‘conciliation’, ‘arbitration’ or ‘committee responsible for consumer disputes’.

Alternative dispute resolution is generally less expensive, less formal and faster than the courts.

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

CNIACC – National Centre for Information and Arbitration of Consumer Disputes

cniacc.pt/pt/

CACCL – Lisbon Consumer Dispute Arbitration Centre

centroarbitragemlisboa.pt/

CACCVA – Vale do Ave Consumer Dispute Arbitration Centre/Arbitration Court

triave.pt/

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

cicap.pt/

CIMAAL – Algarve Consumer Dispute Information, Mediation and Arbitration Centre

ciab.pt/pt/

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

ciab.pt/pt/

CIMPAS – Consumer Information, Mediation and Ombudsman Centre Insurance

cimpas.pt/

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

CNIACC – Telephone: 21 384 7484

E-mail: cniacc@fd.unl.pt Website: cniacc.pt/pt/