Alternative dispute resolution

In case of a consumer dispute, consumers can use an Alternative Dispute Resolution (ADR/RAL) entity instead of the courts. These procedures are faster, simpler and usually free or low-cost.

1. Competent entity

CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo

Regional or sector-specific arbitration centres may also be competent depending on the consumer’s place of residence or the type of service.

2. Full list

The list of all authorised ADR entities in Portugal is available on the Consumer Portal: www.consumidor.gov.pt.

3. Who it applies to

ADR mechanisms are for disputes between consumers and businesses. Our services are mainly aimed at businesses; disputes between businesses are governed by the Terms and conditions, including the prior attempt at amicable settlement and the jurisdiction of the Lisbon courts.

4. Before you start

We recommend contacting us first ([email protected]) or using the Complaints Book. We always do our best to solve issues directly and quickly.