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Dispute Resolution

1. Online Dispute Resolution: The European Commission provides an online dispute resolution platform, available at the following link: http://ec.europa.eu/consumers/odr/. Consumers can submit their complaints through the online dispute resolution platform.

 

2. Alternative Dispute Resolution: Alternative Dispute Resolution (ADR) encompasses mediation, conciliation, and arbitration. ADR entities are authorized to conduct mediation, conciliation, and arbitration of consumer disputes in Portugal and must be listed in the ADR entities list provided by Law No. 144/2015.

Published on September 8th, Law No. 144/2015 approved the new legal framework for alternative (extrajudicial) resolution mechanisms for consumer disputes, establishing in Portugal the Consumer Arbitration Network and imposing an obligation for companies supplying goods or services to inform consumers of the existence of applicable Alternative Dispute Resolution Centers in their sector.

Consumers should always contact the supplier of the goods or service first to attempt to resolve the issue. In case of a dispute, the consumer can resort to an Alternative Dispute Resolution Entity for Consumers:

 

- CNIACC – National Center for Information and Arbitration of Consumer Conflicts

Address: Rua D. Afonso Henriques, 1, 4700-030 Braga

Phone: 253 619 107 (9am to 4pm)

Email: geral@cniacc.pt

Website: www.cniacc.pt

More information on the Consumer Portal: www.consumidor.gov.pt

 

- CACCL – Lisbon Consumer Conflict Arbitration Center

Address: Rua dos Douradores, No. 112 - 2nd, 1100 - 207 Lisbon

Phone: 218 807 030 (10:30am to 12:30pm)

Email: juridico@centroarbitragemlisboa.pt

Website: http://www.centroarbitragemlisboa.pt/

More information on the Consumer Portal: www.consumidor.gov.pt

 

- CICAP – Porto Consumer Information and Arbitration Center

Address: Rua Damião de Góis, 31, Loja 6, 4050-225

Phone: 225 508 349 | 225 029 791 | 225 026 109 (10am to 6pm)

Email: cicap@cicap.pt

Website: https://cicap.pt

More information on the Consumer Portal: www.consumidor.gov.pt