Alternative conflict resolution

Conflict resolution

Law No. 144/2015, of September 8, in force since the 23rd of the same month, provides for alternative resolution of consumer disputes

Alternative dispute resolution is a right and constitutes the possibility that all consumers have at their disposal, of turning to official entities so that they can help them in resolving conflicts.

There is a website (https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage), Online Dispute Resolution, administered by the European Commission, where consumers and traders can obtain information on how they can resolve their disputes or conflicts outside of court

In accordance with Law 144/2015, all customers/consumers who have entered into purchase and sale and/or service provision contracts have the right to resort to official entities that help them in resolving conflicts that have as their object such contracts concluded.

Through the Consumer Portal, www.consumidor.pt, you will be able to consult the updated list of Alternative Dispute Resolution entities available under the terms of article 17 of Law nº 144/2015, of September 8. If you want more information, you can also consult Law 144/2015. Please note that, to resolve disputes arising from online purchases, you can use a resolution system, called “ODR Platform – Online Dispute Resolution/ RLL”, created by the EU.

Entities for Alternative Dispute Resolution

CNIACC – National Center for Information and Arbitration of Consumer Conflicts
CIMAAL – Center for Information, Mediation and Arbitration of Consumer Conflicts in the Algarve
Consumer Dispute Arbitration Center of the District of Coimbra
Lisbon Consumer Dispute Arbitration Center
Porto Consumer Information and Arbitration Center
Vale do Ave Consumer Dispute Arbitration Center / Arbitration Court
European Online Dispute Resolution Platform