Dispute resolution
1.Livro de Reclamações
The Electronic Complaints Book is available on the official portal.
Livro de Reclamações2.Alternative consumer dispute resolution
Alternative consumer dispute resolution (ADR) covers mediation, conciliation and arbitration. ADR entities are the bodies authorised to carry out mediation, conciliation and arbitration of consumer disputes in Portugal, and must be included in the list of ADR entities provided for in Lei n.º 144/2015.
Published on 8 September 2015, Lei n.º 144/2015 approved the new legal framework for alternative (out-of-court) consumer dispute resolution mechanisms, creating the Consumer Arbitration network in Portugal and requiring businesses that supply goods or services to inform consumers of the alternative dispute resolution centres applicable to their sector.
Consumers should always first contact the supplier of the goods or the service provider to try to resolve the problem. In the event of a dispute, the consumer may refer to an Alternative Consumer Dispute Resolution Entity:
CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
Address : Rua D. Afonso Henriques, 1, 4700-030 Braga
Telephone : 253 619 107 (9h–16h)
Email : geral@cniacc.pt
Website : www.cniacc.pt
CACCL – Centro de Arbitragem de Conflitos de Consumo de Lisboa
Address : Rua dos Douradores, n.º 112 – 2.º, 1100-207 Lisboa
Telephone : 218 807 030 (10h30–12h30)
Email : juridico@centroarbitragemlisboa.pt
Website : www.centroarbitragemlisboa.pt
CICAP – Centro de Informação de Consumo e Arbitragem do Porto
Address : Rua Damião de Góis, 31, Loja 6, 4050-225 Porto
Telephone : 225 508 349 | 225 029 791 | 225 026 109 (10h–18h)
Email : cicap@cicap.pt
Website : cicap.pt
More information on the Consumer Portal : www.consumidor.gov.pt