Alternative Dispute Resolution

The European Union has set up a support website for consumers to lodge their complaints about any litigation in which they are involved. In this way, we provide all the information so that you can exercise your right to complain to an official, third party and impartial entity to the process in question, called "Alternative Entity for the Resolution of Consumer Disputes".

What is Alternative Dispute Resolution and what are Alternative Dispute Resolution Entities?

Alternative Dispute Resolution covers mediation, conciliation and arbitration of consumer disputes in Portugal. ADR entities are the entities authorised to carry out mediation, conciliation and arbitration that must be included in the list of ADR entities provided for by Law No. 144/2015. They are independent entities, with specialised staff, who, in an impartial manner, on the one hand, help the consumer and the business to reach an amicable solution through mediation or conciliation or, on the other hand, if such an agreement is not reached, allow a decision to be taken by arbitrators in a simple and rapid procedure, through arbitration.

When can I resort to out-of-court dispute resolution through an ADR entity?

In the event of a problem with a supplier of goods or services, and in the event that they do not reach an agreement, the consumer may initiate proceedings against the supplier with an ADR entity, provided that:

- They are initiated by a consumer against a supplier of goods or services; - Respect contractual obligations arising from purchase and sale contracts or service provisions; - The contract is entered into between a supplier of goods or service provider and consumers established and resident, respectively, in Portugal and in the European Union.

Which Alternative Dispute Resolution entity can I turn to because of a dispute?

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

For more information on the Consumer Portal: www.consumidor.pt