Alternative Dispute Resolution

Dear Customer,

The European Union has set up a website to help consumers to lodge complaints about any dispute they may be involved in. Within this framework we provide you with all the information you need to exercise your right to complain to an official third-party and impartial adjudicator (“dispute resolution body”) who 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 presented to solve the problem, you can access this official site and to set out your objection.

What is alternative dispute resolution?

Alternative Dispute Resolution is the possibility that all consumers have at their disposal to turn to official entities that will help them to solve, or guide them through, a conflict before they open litigation in Courts. In general, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between him and the trader who is the subject of his complaint. The intermediary may 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 usually less expensive, less formal and quicker than going to court.

In the event of a consumer dispute, the consumer may have recourse to the following entities for alternative resolution of consumer disputes:

CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo

CACCL – Centro de Arbitragem de Conflitos de Consumo de Lisboa

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

CICAP – Centro de de Informação de Consumo e Arbitragem do Porto (Tribunal Arbitral de Consumo)

CIMAAL – Centro de de Informação, Mediação e Arbitragem de Conflitos de Consumo de Algarve

CIAB – Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo)

CIMPAS – Centro de Informação, Mediação e Provedoria de Seguros

Conforme Lei n.o 144/2015 para resolução de litígios consulte:
CNIACCTelefone: 21 384 7484 (chamada para a rede fixa nacional)