Dispute Resolution Policy

Alternative Dispute Resolution

The European Union has created a website to support consumers in filing complaints regarding any disputes they may be involved in. In this regard, we provide all the necessary information so that you can exercise your right to file a complaint with an official, third-party, and impartial entity ("dispute resolution entity") that will help resolve the issue.

If you are dissatisfied with the purchase of a product or service, or with the solution we have provided to resolve your issue, you can visit the official website:

🔗 EU Online Dispute Resolution Platform

What is Alternative Dispute Resolution (ADR)?

Alternative Dispute Resolution (ADR) provides all consumers with the possibility of turning to official entities for assistance in resolving or guiding a dispute before initiating litigation in court.

Generally, the process works as follows: the consumer requests an impartial third party to intervene as a mediator between them and the business in question. The mediator can suggest a solution, impose a resolution on both parties, or facilitate a discussion to find a mutually acceptable outcome.

You may have heard of ADR under different names such as "mediation," "conciliation," "arbitration," or "consumer dispute commission."

ADR is usually less expensive, less formal, and faster than legal proceedings.

Consumer Dispute Resolution Entities in Portugal

In case of a consumer dispute, you may contact one of the following alternative dispute resolution entities:

📌 CNIACC – National Center for Information and Arbitration of Consumer Disputes

🔗 Website

📌 CACCL – Center for Arbitration of Consumer Disputes of Lisbon

🔗 Website

📌 CACCVA – Arbitration Center for Consumer Disputes of Vale do Ave

🔗 Website

📌 CICAP – Consumer Information and Arbitration Center of Porto (Consumer Arbitration Court)

🔗 Website

📌 CIMAAL – Information, Mediation, and Arbitration Center for Consumer Disputes of Algarve

🔗 Website

📌 CIAB – Information, Mediation, and Arbitration Center for Consumer Disputes (Consumer Arbitration Court)

🔗 Website

📌 CIMPAS – Information, Mediation, and Insurance Ombudsman Center

🔗 Website

Legal Information

In accordance with Law No. 144/2015, for further information on dispute resolution, please contact:

📞 CNIACC – National Center for Information and Arbitration of Consumer Disputes

📧 Email: cniacc@fd.unl.pt

🔗 Website: https://www.cniacc.pt/pt/