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Dispute Resolution

Under the terms and in compliance with the provisions of Law No. 144/2015 of 08.09, our company provides the necessary information for the consumer client to exercise his/her right to complain to an official, impartial third-party entity that will help him/her to resolve the dispute in question.

Alternative dispute resolution is the possibility for all consumers to turn to official bodies to help them resolve or guide them through any dispute before they initiate litigation in Courts.

As a rule, the procedure can be described as follows:

1) The consumer customer asks an impartial third party to act as an intermediary between him/her and the supplier or service provider who is the target of his/her complaint.

2) The intermediary may suggest a solution to his/her complaint, impose a solution on both parties or bring the parties together to find a solution. Alternative dispute resolution may take the form of "mediation", "conciliation" or "arbitration".

Alternative dispute resolution is usually less costly, less formal and quicker than judicial proceedings.

Thus, in the event of a dispute, the consumer customer can resort to an Alternative Dispute Resolution Body.

In case of dispute the consumer may resort to an Alternative Dispute Resolution Entity (Law No. 144/2015, of 8 September): CNIACC - Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, address: Campus de Campolide, 1099-032 Lisbon, tel: 213 847 484 / 919 225 540, Fax: 213 845 201, E-mail: or CIAB - Centro de Informação, Medição e Arbitragem de Consumo (Consumer Arbitration Court), address: Rua D. Afonso Henriques, nº1 (Ed. Junta de Freguesia da Sé), 4700-030 Braga, tel: 253 617 604, Fax: 253 617 605, E-mail:   

More information in Consumer's Portal:

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