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 you need to exercise your right to complain to an official, third-party and impartial entity (a “dispute resolution entity”) that will help you resolve the dispute in question.

So, if you are dissatisfied with the purchase of a product 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 court.

As a general rule, the procedure is as follows: the customer asks an impartial third party to act as an intermediary between them and the trader who is the target of their complaint. The intermediary can suggest a solution to their 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 route.

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

http://www.arbitragemdeconsumo.org/

CACCL – Lisbon Consumer Dispute Arbitration Centre

http://www.centroarbitragemlisboa.pt/

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

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

CIMAAL – Algarve Consumer Dispute Information, Mediation and Arbitration Centre

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

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

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

CIMPAS – Consumer Information, Mediation and Ombudsman Centre Insurance

https://www.cimpas.pt

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

CNIACC – Telephone: 21 384 7484

E-mail: cniacc@fd.unl.pt Website: www.arbitragemdeconsumo.org