Complaints and dispute resolution

Talk to us first

If something went wrong with a purchase, write to parcerias@example.com with your order code. Almost everything gets solved this way, and faster.

Electronic complaints book

You can file a complaint in the Livro de Reclamações Eletrónico, the official Portuguese complaints book.

Alternative dispute resolution (ADR)

In a consumer dispute, you can turn to one of the alternative consumer dispute resolution bodies below (Portuguese Law 144/2015 of 8 September). These centres offer mediation and arbitration, free of charge or at low cost.

• CNIACC — National Centre for Consumer Information and Arbitration: www.cniacc.pt (nationwide, where there is no regional centre)
• Lisbon Consumer Arbitration Centre: www.centroarbitragemlisboa.pt
• CICAP — Porto Consumer Information and Arbitration Centre: www.cicap.pt
• CIAB — Consumer Information, Mediation and Arbitration Centre (Consumer Arbitration Court): www.ciab.pt
• TRIAVE — Vale do Ave Consumer Arbitration Centre: www.triave.pt
• Coimbra District Consumer Arbitration Centre: www.centrodearbitragemdecoimbra.pt
• CIMAAL — Algarve Consumer Information, Mediation and Arbitration Centre: www.consumoalgarve.pt

The full, up-to-date list is on the Portal do Consumidor.

Review: confirm the list and addresses on the Portal do Consumidor before publishing, and state whether the seller has joined a specific body (full membership or mandatory arbitration).

The Portuguese version prevails in case of doubt.