Alternative dispute resolution

Alternative dispute resolution is available to all consumers. These are official bodies to help them resolve, or guide, any conflict. The Online Dispute Resolution website is an official website run by the European Commission dedicated to helping consumers and traders resolve their disputes out of court:

https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage

Clients who are defined as consumers by Law 144/2015 and who have entered into purchase and sale and/or service contracts have the right to resort to official entities to help them in the resolution of any conflict regarding such contracts, without prejudice to resorting to the Courts. The updated list of Alternative Dispute Resolution entities available under article 17 of Law No. 144/2015 of 8 September is available from the Consumer Portal, accessible through www.consumidor.pt. For more information, you may also consult Law 144/2015. For further information, to settle disputes arising from online purchases, you may use a resolution system, called “ODR Platform – Online Dispute Resolution/ RLL”, created by the EU.

In any case, you may contact one of the centres below.

Alternative dispute resolution entities

CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
https://www.cniacc.pt/pt

CIMAAL – Centro de Informação, Mediação e Arbitragem de Conflitos de Consumo do Algarve
http://consumidoronline.pt/pt/

Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra
http://www.centrodearbitragemdecoimbra.com

Centro de Arbitragem de Conflitos de Consumo de Lisboa
http://www.centroarbitragemlisboa.pt

Centro de Informação de Consumo e Arbitragem do Porto
http://www.cicap.pt/

Centro de Arbitragem de Conflitos de Consumo do Vale do Ave
http://www.triave.pt/

European online platform for resolution of disputes
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage

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