Consumer Dispute Resolution

The European Union has created a website to support consumers in submitting their complaints about any litigation in which they are involved. In this context, we make available all the information so that you can exercise your right of complaint with an official, third party and impartial to the process (“dispute resolution entity”) that will help you to resolve the dispute in question.

So, 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 access this official website and expose your dispute.

What is Alternative Dispute Resolution?

The alternative dispute resolution is the possibility that all consumers have at their disposal to appeal and official entities that help them in the resolution, or orientation of any conflict, before opening litigious processes in the Courts.

As a general rule, the procedure is as follows: the customer asks an impartial third party to act as an intermediary between him and the merchant who is the target of his complaint. The intermediary can suggest a solution to your complaint, impose a solution on both parties, or bring the parties together to find a solution.

Perhaps you know the concept of alternative dispute resolution by another name: ‘mediation’, ‘conciliation’, ‘arbitration’ or ‘competent committee in the context of consumer disputes’.

Alternative dispute resolution is generally less expensive, less formal and faster than the legal route.

In the event of a consumer dispute, the consumer may resort to the following alternative consumer dispute resolution entities:

CNIACC – National Center for Information and Arbitration of Consumer Disputes

CACCL – Lisbon Consumer Conflict Arbitration Center

CACCVA – Arbitration Center for Consumer Conflicts of Vale do Ave/Arbitration Court

CICAP – Porto Consumer Arbitration and Information Center (Consumption Arbitration Court)

CIMAAL – Algarve Consumer Conflict Information, Mediation and Arbitration Center

CIAB – Consumer Information, Mediation and Arbitration Center (Consumption Arbitration Court)

CIMPAS – Information, Mediation and Insurance Provider Center

According to Law No. 144/2015 for dispute resolution, see:

CNIACC – Telephone: 21 384 7484

E-mail: Website: