Online Dispute Resolution

Online Dispute Resolution

Dear Customer,

The European Union has set up a website to support consumers to submit their complaints on any litigation in which they are involved. In this context we make available all the information so that you can exercise your right to complain to an official, third and impartial entity (‘dispute settlement entity’) that will help you resolve the dispute in question.

So if you are dissatisfied with the purchase of a good or service, or with the solution presented by us 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 and official entities that help them in resolving or guiding some conflict before opening litigious cases 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 himself and the trader who is the subject 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.
You may 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, on the whole, less expensive, less formal and faster than the judicial procedure.

In the event of consumer disputes, the consumer may use the following alternative dispute resolution entities:

CNIACC – National Center for Consumer Conflict Information and Arbitration

CACCL – Center for Consumer Conflict Arbitration in Lisbon

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

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


CIMAAL – Center for Information, Mediation and Arbitration of Consumer Conflicts of Algarve

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

CIMPAS – Center for Information, Mediation and Insurance Provider

According to Law 144/2015 for the resolution of disputes see:
CNIACC – Telephone: 21 384 7484
E-mail: Website: