Dear Customer,

The European Union has created a website to support consumers in submitting their complaints about 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 to the process (“dispute resolution body”) that will help you resolve the dispute in question.

Therefore, if you were 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 state your complaint.

What is alternative dispute resolution?

Alternative dispute resolution is the possibility available to all consumers to turn to official entities that help them in the resolution or guidance of a conflict, before opening legal proceedings in the Courts.

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 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 committee for consumer disputes’.

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

In the event of a consumer dispute, the consumer can turn to the following alternative dispute resolution entities:

CNIACC – National Centre for Information and Arbitration of Consumer Disputes http://www.arbitragemdeconsumo.org/

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

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

CICAP – Porto Consumer Information and Arbitration Centre (Consumer Arbitration Court) http://www.cicap.pt/

CIMAAL – Algarve Centre for Information, Mediation and Arbitration of Consumer Disputes http://www.ciab.pt/pt/

CIAB – Centre for Information, Mediation and Arbitration of Consumer Affairs (Consumer Arbitration Court) http://www.ciab.pt/pt/

CIMPAS – Centre for Information, Mediation, and Ombudsman for Insurance https://www.cimpas.pt/

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

CNIACC – Telephone: 21 384 7484 (Call to the national fixed network) E-mail: cniacc@fd.unl.pt Website: www.arbitragemdeconsumo.org