Individual Customers

Information on Alternative Dispute Resolution for Consumers

The consumer may send his/her complaint or any consumer conflict to the entities responsible for the protection and promotion of consumer rights, namely the Directorate-General for Consumers or to the alternative dispute resolution mechanisms that are or will be legally constituted, including those made available by ERSE.The alternative dispute resolution procedures available to consumers are mediation, conciliation and arbitration.

E-REDES is subject to necessary arbitration under the terms of Law no. 23/96, of 26 July, when, at the express option of the consumer, the disputed complaint is referred to the consumer dispute arbitration centres authorized by law.We remind you that the decision of the arbitration procedure has the same legal effects as a decision of a court of first instance. The consumer can refer his/her disputed claim to the following alternative dispute resolution bodies available:

• National Centre for Information and Arbitration of Consumer Disputes (CNIACC): 
• Website: https://www.cniacc.pt/
• Consumer Conflict Arbitration Centre of the Region of Coimbra (CACRC)
• 
  Website: https://cacrc.pt/ 
• Consumer Conflict Arbitration Centre of Lisbon (CACCL)
• 
  Website: http://www.centroarbitragemlisboa.pt
• Arbitration Centre of the Autonomous University of Lisbon (CAUAL)
• 
  Website: http://arbitragem.autonoma.pt/
• Consumer Conflict Arbitration Centre of the Autonomous Region of Madeira (CACC RAM)
• 
  Website: https://www.madeira.gov.pt/cacc/
• Consumer Information and Arbitration Centre of Porto (CICAP)
• 
  Website: http://www.cicap.pt/
• Consumer Conflict Arbitration Centre of Ave, Tâmega and Sousa (TRIAVE)
• 
  Website: http://www.triave.pt/
• Consumer Information, Mediation and Arbitration Centre, Consumer Arbitration Court (CIAB)
• 
  Website: http://www.ciab.pt/
• Information, Mediation and Arbitration Centre of the Algarve (CIMAAL)Website: http://www.consumidoronline.pt/