Dear customer,

The European Union has created a website to support consumers in submitting complaints regarding any dispute in which they are involved. In this context, we provide all the information so that you may exercise your right to file a complaint with an official, third-party and impartial body («dispute resolution body») that will help you resolve the dispute in question.

Therefore, if you were dissatisfied with the purchase of a product or service, or with the solution we proposed to resolve the situation, you may 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 option available to all consumers to turn to official bodies that can help resolve, or provide guidance on, a conflict before initiating legal proceedings in the courts.

In general, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between themselves and the trader who is the subject of the complaint. The intermediary may 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 a ‘competent consumer dispute body’.

Alternative dispute resolution is generally less expensive, less formal and faster than going to court.

In the event of a consumer dispute, the consumer may contact the following alternative consumer dispute resolution bodies:

• CNIACC – National Centre for Consumer Information and Arbitration http://www.arbitragemdeconsumo.org/
• CACCL – Lisbon Consumer Dispute Arbitration Centre http://www.centroarbitragemlisboa.pt/
• CACCVA – Ave Valley Consumer Dispute Arbitration Centre / Arbitral Court http://www.triave.pt/
• CICAP – Consumer Information and Arbitration Centre of Porto (Consumer Arbitral Court) http://www.cicap.pt/
• CIMAAL – Algarve Consumer Dispute Information, Mediation and Arbitration Centre www.consumoalgarve.pt
• CIAB – Consumer Information, Mediation and Arbitration Centre (Consumer Arbitral Court) http://www.ciab.pt/pt/
• CIMPAS – Insurance Information, Mediation and Ombudsman Centre https://www.cimpas.pt/

In accordance with Law no. 144/2015, for dispute resolution please consult:

• CNIACC – Phone: +351 21 384 7484 (national local call)
• Email: cniacc@fd.unl.pt
• Website: www.arbitragemdeconsumo.org
• CIMAAL – Phone: +351 289 823 135 (national local call)
• Email: info@consumoalgarve.pt
• Website: www.consumoalgarve.pt