Alternative dispute resolution (ADR)
In the event of a consumer dispute, and under the legislation applicable to alternative dispute resolution (Portuguese Law no. 144/2015 of 8 September, as currently in force [TO BE CONFIRMED: confirm the legal reference and the wording in force]), the consumer may refer the matter to a consumer alternative dispute resolution body.
This route is free or low-cost for the consumer and exists to settle the disagreement without going to court. Nothing stops you contacting us directly first: most situations are settled with a conversation.
The competent body
CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (the Portuguese National Information and Arbitration Centre for Consumer Disputes)
General jurisdiction, throughout Portugal.
- Email: cniacc@unl.pt
- Website: www.arbitragemdeconsumo.org
[TO BE CONFIRMED: confirm whether CNIACC is still the body to name, whether Contágio is bound to any body by membership, and that the contact details are current]
Before turning to ADR
If you have a complaint to make, the quickest route is to talk to us first, through the contact page. Describe what happened, with dates and documents, and we will reply in writing.
You can also use the electronic Complaints Book, the Portuguese statutory complaints register, at www.livroreclamacoes.pt.
Who it applies to
Consumer alternative dispute resolution applies to disputes between a consumer and a trader concerning contractual obligations arising from contracts of sale or for the supply of services. It does not apply between businesses; in those cases, what applies is set out in the terms and conditions and in the contract entered into.
More information on consumer rights is available from the consumer portal of the Portuguese Directorate-General for Consumer Affairs.