Alternative Dispute Resolution

Alternative dispute resolution is the possibility that all consumers have to appeal to official entities to assist them in the resolution or the guiding of a conflict.

The Online Dispute Resolution website is an official website run by the European Commission dedicated to helping consumers and traders resolve their disputes avoiding relying on a court.

Customers who are defined as consumers by Law 144/2015 and who have concluded contracts for the purchase and sale and/or provision of services have the right to use official entities to assist them in resolving any conflict that has as its object such contracts, without prejudice to the judicial courts.

The updated list of Alternative Dispute Resolution entities available pursuant to Article 17 of Law No. 144/2015 of 8 September is listed on the Consumer Portal, accessible through the www.consumidor.pt website.

For more information you can also consult Law 144/2015.

We also inform you that, in case of disputes arising from online purchases, you can use a resolution system, called the "ODR Platform - Online Dispute Resolution / RLL", created by the EU. 

Furthermore, you can contact one of the centres designated below.

Entities for Alternative Dispute Resolution

• CNIACC - National Center for Information and Arbitration of Consumer Disputes
• CIMAAL - Algarve Consumer Conflict Information, Mediation and Arbitration Centre
• Center for Arbitration of Consumer Disputes of the District of Coimbra
• Lisbon Consumer Disputes Arbitration Centre
• Porto Consumption and Arbitration Information Center
• Ave Valley Consumer Disputes Arbitration Center / Arbitral Court
• European Online Dispute Resolution Platform