Alternative Dispute Resolution

Dear customer,

The European Union has set up a website to help consumers submit their complaints about any dispute in which they are involved. In this context, we provide you with all the information you need to exercise your right to complain to an official, third-party and impartial body (“dispute resolution body”) that will help you resolve the dispute in question.

So, if you are dissatisfied with the purchase of a good or service, or with the solution we have provided to resolve the situation, you can go to this official website https://webgate.ec.europa.eu/odr/main/?event=main.home.show and make your complaint.

What is alternative dispute resolution?

Alternative dispute resolution is the possibility that all consumers have at their disposal to turn to official entities to help them resolve or guide them through a conflict, before opening litigation 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 subject of their complaint. The intermediary can 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 in the field of consumer disputes’.
Alternative dispute resolution is generally less expensive, less formal and quicker than the judicial route.

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

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

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

CACCVA – Centro de Arbitragem de Conflitos de Consumo do Vale do Ave/Tribunal Arbitral
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/

In accordance with Law 144/2015, for dispute resolution please consult:
CNIACC – Telephone: 21 384 7484
E-mail: cniacc@fd.unl.pt
Website: www.arbitragemdeconsumo.org