Dispute Resolution

The European Union has created a website to support consumers in submitting their complaints regarding any dispute in which they are involved. In this context, we provide all the information so that you can exercise your right to complain to an official, third-party and impartial entity ("dispute resolution entity"), which will help you resolve the dispute in question.

Therefore, if you are dissatisfied with the purchase of a good or service, or with the solution we have presented to resolve the situation, you can contact this entity and express your complaint.

What is alternative dispute resolution?

Alternative dispute resolution is the possibility available to all consumers to resort to official entities that can help them resolve or provide guidance on a conflict before initiating legal proceedings in court.

As a general rule, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between them and the merchant who is the subject of their 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.

You may know the concept of alternative dispute resolution by another name: "mediation," "conciliation," "arbitration," or "competent commission in the context of consumer disputes."

Alternative dispute resolution is generally less expensive, less formal, and faster than going to court.

In case of litigation

In case of a dispute, the consumer may resort to the following Alternative Dispute Resolution Entity for Consumer Disputes:

CNIACC – National Center for Information and Arbitration of Consumer Disputes
Rua D. Afonso Henriques, 1
4700-030 Braga
Phone: 253 619 107
Email: geral@cniacc.pt
Web: https://www.cniacc.pt/pt/

More information is available on the Consumer Portal:
https://www.consumidor.gov.br/

You can find more information about dispute resolution at:
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage