Alternative dispute resolution is the possibility that all consumers have at their disposal to resort to official entities that help them resolve or provide guidance in a dispute. The Online Dispute Resolution website is an official website managed by the European Commission dedicated to helping consumers and traders resolve their disputes outside the courts: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage

Customers who are defined as consumers by Law 144/2015 and who have entered into sales and purchase and/or service provision contracts have the right to resort to official entities that can help them resolve any dispute relating to such contracts, without prejudice to their right to resort to the Courts. The updated list of Alternative Dispute Resolution entities available under the terms of article 17 of Law no. 144/2015, of 8 September, is listed on the Consumer Portal, accessible through the website www.consumidor.pt. For further information, you can also consult Law 144/2015. We also inform you that, to resolve disputes arising from online purchases, you can resort to a resolution system, called the “ODR Platform – Online Dispute Resolution/RLL”, created by the EU.

In any case, you can contact one of the centers listed below.

Entities for Alternative Dispute Resolution

CNIACC – National Center for Information and Arbitration of Consumer Conflicts – https://www.cniacc.pt/

CIMAAL – Algarve Consumer Conflict Information, Mediation and Arbitration Centre – https://www.consumidoronline.pt/

Consumer Conflict Arbitration Center of the District of Coimbra – http://www.centrodearbitragemdecoimbra.com

Lisbon Consumer Conflict Arbitration Center – http://www.centroarbitragemlisboa.pt

Porto Consumer Information and Arbitration Center – http://www.cicap.pt/

Vale do Ave Consumer Conflict Arbitration Center / Arbitration Court – http://www.triave.pt/

European Online Dispute Resolution Platform:
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage