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Online Dispute Resolution

Dear Customer,

The European Union has set up a website to help consumers to complain about any dispute in which they are involved. In this context, we provide you with all the information to enable you to exercise your right of complaint to an official third party impartial (‘dispute settlement body’) which will assist you in resolving the dispute in question. So if you are dissatisfied with the purchase of a good or service, or with the solution we have put forward to remedy the situation, you can access this official site https://webgate.ec.europa.eu/odr/main/?event = main.home.show and expose your dispute.

What is alternative dispute resolution?

Alternative dispute resolution is the possibility for all consumers to have recourse and official entities to assist them in resolving or directing any conflict before they start litigation in the courts. As a general rule, the procedure is as follows: The customer asks an impartial third party to act as an intermediary between himself and the merchant 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 ‘committee responsible for consumer disputes’.

Alternative dispute resolution is usually less expensive, less formal and faster than the judicial route.

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

CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo http://www.arbitragemdeconsumo.org/

CACCL – Centro de Arbitragem de Conflitos de Consumo de Lisboa
http://www.centroarbitragemlisboa.pt/

CACCVA – Centro de Arbitragem de Conflitos de Consumo do Vale do Ave/Tribunal Arbitral
http://www.triave.pt/

CICAP – Centro de de Informação de Consumo e Arbitragem do Porto (Tribunal Arbitral de Consumo)
http://www.cicap.pt/

CIMAAL – Centro de de Informação, Mediação e Arbitragem de Conflitos de Consumo de Algarve http://www.ciab.pt/pt/

CIAB – Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo)
http://www.ciab.pt/pt/

CIMPAS – Centro de Informação, Mediação e Provedoria de Seguros
https://www.cimpas.pt/

According to Law No. 144/2015 for dispute resolution see:
CNIACC – Telefone: 21 384 7484 E-mail: cniacc@fd.unl.pt Site: www.arbitragemdeconsumo.org