WELCOME TO THE COMPLAINTS BOOK
LEARN MORE ABOUT THE COMPLAINTBook IN ELECTRONIC FORMAT
What is the Electronic Complaints Book Platform?
It is a digital platform where consumers and users can submit requests for information to regulatory/supervisory authorities, submit complaints, suggestions or complimentsto the economic operator.
Who is the service provider/goods provider?
The service provider/supplier of goods is the company (economic operator) on which the consumer wishes to complain/praise.
Is the consumer obliged to contact or try to resolve the issue before submitting the complaint on the platform?
Although not mandatory, the consumer should try to contact the company and resolve the issue in a friendly manner.
Does the consumer have to register in advance on the Platform in order to submit requests for information or submit complaints?
No, the consumer only needs to have anemail addressas communications between the consumer and the economic operator are made via email.
Consumer Conflict Arbitration Centers
According to Law No. 144/2015 in case of litigation the consumer can resort to an Alternative Resolution Entity of Consumer Litigation.
The Consumer may, by his express option, submit the dispute settlement to a consumer dispute arbitration centre.
In compliance with Article 18 of Law No. 144/2015 of September 8, it is informed that the alternative consumer dispute resolution entities are those listed in the following list:
- Lisbon Consumer Disputes Arbitration Centre (CACCL)
Rua dos Douradores, no. 116, 2nd floor
1100-207 Lisbon
+351 218 807 030
www.centroarbitragemlisboa.pt - National Center for Information and Arbitration of Consumer Conflicts (CNIACC)
Faculty of Law - Universidade Nova de Lisboa
Campus de Campolide
1099-032 Lisbon
+351 213 847 484
www.arbitragemdeconsumo.org - Port Consumption and Arbitration Information Center (CICAP)
Rua Damião de Góis, n.º 31, Loja 6
4050-225 Port
+351 225 508 349
www.cicap.pt - Algarve Consumer Conflict Information, Mediation and Arbitration Centre (CIMAAL)
Nest Building of Companies
Penha Road
8005-131 Faro
+351 289 823 135
www.consumidoronline.pt - Center for Consumer Disputes Arbitration of the District of Coimbra (CACCDC)
Av. Ferdinand Magellan, no. 240, 1st floor
3000-172 Coimbra
+351 239 821 690
www.centrodearbitragemdecoimbra.com - Madeira Consumer Disputes Arbitration Center (CACCRAM)
Right Street, no. 27, 1st floor
9050-405 Funchal
+351 291 215 070
www.srrh.gov-madeira.pt/In%C3%ADcio/tabid/292/Default.aspx - Center for Arbitration of Consumer Disputes of Vale do Ave/Arbitral Tribunal (CACCVA)
Rua Capitão Alfredo Guimarães, no. 1
4800-019 Guimarães
+351 253 422 410
www.triave.pt - Center for Consumer Information, Mediation and Arbitration (Consumer Arbitration Tribunal) (CIAB)
Rua D. Afonso Henriques, no. 1 (Ed. Junta de Freguesia da Sé)
4700-030 Braga
+351 253 617 604
Av. Rocha Paris, no. 103 (Vila Rosa Building)
4900-394 Viana do Castelo
+351 258 809 335
www.ciab.pt - Arbitration Centre of the Autonomous University of Lisbon (CAUAL)
Rua de Santa Marta no. 56 - 1st
1169-023 Lisbon
+351 213 177 603
Data taken from the list of Consumer Dispute Alternative Resolution entities listed on the Consumer Directorate-General's website in February 2017. In www.consumidor.pt you can see the updated list.
For more information at Consumer Portal www.consumidor.pt
