Dispute Resolution

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 on any conflict, before opening litigation proceedings 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 him/herself and the trader who is the subject of his/her complaint. The intermediary may suggest a solution to the complaint, impose a solution on both parties or bring the parties together to find a solution.

Alternative dispute resolution is, as a rule, less expensive, less formal and faster than the judicial route.

In accordance with the pre-contractual information provided for in paragraph 1 of art. 4 in conjunction with paragraph 1 of art. 10 of Decree-Law no. 24/2014 of 14 February, amended by Law no. 47/2014 of 28 July, for distance purchases (online and to be received at the address via carrier), Portuguese Law establishes a period of 14 days (commonly known as the reflection period) for the consumer after taking physical possession of the goods, during which he/she may return the item(s) without the need to indicate a reason.

In cases of free Contract Termination, the return postage costs are the responsibility of the consumer, as stipulated in paragraph 2 of article 13 of Decree-Law no. 24/2014, of 14 February.

Entities for Alternative Dispute Resolution

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

CIMAAL - Algarve Consumer Conflict Information, Mediation and Arbitration Centre: http://www.arbitragemdeconsumo.org

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

More information on the Consumer Portal: www.consumidor.pt