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 so that you can 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 presented to resolve the situation, you can access this official website https://webgate.ec.europa.eu/odr/main/?event=main.home.show and submit your dispute.

What is alternative dispute resolution?

Alternative dispute resolution is the possibility that all consumers have at their disposal to turn to official entities that help them in the resolution or guidance of a conflict before opening legal proceedings in court.
As a general rule, 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 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 commission for 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 turn to the following alternative consumer dispute resolution entities:

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

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

CACCVA – Vale do Ave Consumer Conflict Arbitration Center/Arbitral Tribunal
http://www.triave.pt/

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

CIMAAL – Algarve Consumer Conflict 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 – Information, Mediation, and Insurance Ombudsman Center
https://www.cimpas.pt/

In accordance with Law No. 144/2015 for dispute resolution, please consult:
CNIACC – Phone: 21 384 7484
Email: cniacc@fd.unl.pt Website: www.arbitragemdeconsumo.org