Online Dispute Resolution

Dear customer,

The European Union created a website to support consumers in submitting their complaints about any dispute they are involved in. In this context, we provide all the information so 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.

Thus, 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 site https://webgate.ec.europa.eu/odr/main/?event=main.home.show and present your defense.

What is alternative dispute resolution?

Alternative dispute resolution is the option available to all consumers to use official entities that help them resolve or guide any conflict before initiating litigation 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 themselves and the merchant who is the subject of their complaint. The intermediary can 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 another name: ‘mediation’, ‘conciliation’, ‘arbitration’, or ‘competent commission within the scope of consumer disputes’.

Alternative dispute resolution is generally less costly, less formal, and faster than judicial proceedings.

In case of consumer disputes, the consumer can turn to the following alternative dispute resolution entities:

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

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

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

CICAP – Porto Consumer Information and Arbitration Center (Consumer Arbitration Court)
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 Arbitration Court)
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, consult:
CNIACC – Phone: 21 384 7484 (Call to national landline)
E-mail: cniacc@fd.unl.pt
Site: www.arbitragemdeconsumo.org