The European Union has created a website to support consumers to 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 of complaint with an official entity, third and impartial to the process, (“dispute resolution entity”) that will help you to resolve the dispute in question.

So, if you were 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 https://webgate.ec.europa.eu/odr/main/?event = main.home.show and expose your dispute.

What is alternative dispute resolution?

Alternative dispute resolution is the possibility that all consumers have at their disposal to appeal and official entities that help them in the resolution, or guidance of any conflict, before opening litigious processes in the Courts.

As a general rule, the procedure is as follows: the client asks an impartial third party to act as an intermediary between you and the trader who is the target of your complaint. The intermediary can suggest a solution to your 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 committee in the context of consumer disputes’.

Alternative dispute resolution is, as a rule, less expensive, less formal and faster than the judicial process.

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

CNIACC – National Center for Consumer Conflict Information and Arbitration

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

CACCL – Lisbon Arbitration Center for Consumer Conflicts

http://www.centroarbitragemlisboa.pt/

CACCVA – Vale do Ave Consumer Conflict Arbitration Center / Arbitral Tribunal

CICAP – Porto Consumer and Arbitration Information Center (Consumer Arbitral Tribunal)

CIMAAL – Algarve Consumer Information, Mediation and Arbitration Center

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

CIAB – Consumer Information, Mediation and Arbitration Center (Consumer Arbitral Tribunal)

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

CIMPAS – Insurance Information, Mediation and Ombudsman Center

https://www.cimpas.pt/

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

CNIACC – Telephone: 21 384 7484

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