Alternative Dispute Resolution
Dear customer,
The European Union has set up a website to help consumers submit their complaints about any dispute in which they are involved. To this end, we provide you with all the information you need to exercise your right to complain to an official, third-party, impartial body that will help you resolve the dispute in question.
So, if you are dissatisfied with the purchase of a good or service on our website, or with the solution we have provided to resolve the situation, you can go to this official website https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=PT and set out their objections.
What is alternative dispute resolution?
Alternative dispute resolution is the possibility that all consumers have at their disposal to turn to official entities to help them resolve or guide them through a conflict, before opening 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 them and the trader who is the subject of their complaint. The intermediary can 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 generally less expensive, less formal and quicker than the judicial route.
We have provided the websites of some of these organizations that can help you present your arguments:
Suggestions for Alternative Dispute Resolution bodies
CNIACC - National Center for Consumer Conflict Information and Arbitration
https://www.cniacc.pt
Lisbon Consumer Conflict Arbitration Center
http://www.centroarbitragemlisboa.pt/
Centro de Arbitragem de Conflitos de Consumo do Vale do Ave/Arbitral Tribunal
http://www.triave.pt/
CIAB - Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court)
http://www.ciab.pt/pt/
CIMPAS - Insurance Information, Mediation and Ombudsman Center
https://www.cimpas.pt/