Online Dispute Resolution

Dear customer,

The European Union has created a website to help consumers submit complaints about any disputes they may be involved in. In this context, Frambooesas provides all the information you need to exercise your right to complain to an official, third-party, and impartial entity (a "dispute resolution entity") that will help you resolve the dispute in question.

Therefore, if you are dissatisfied with the purchase of a good or service on our website, or with the solution we presented to resolve the situation, you can access this official website https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=PT and submit your complaint.

What is alternative dispute resolution?

Alternative dispute resolution is the possibility that all consumers have at their disposal to resort to official entities that help them in resolving, or providing guidance on, any conflict, before initiating litigation proceedings 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 them and the merchant who is the target of their complaint. The intermediary may suggest a solution to the 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 commission in the context of consumer disputes'.
Alternative dispute resolution is, as a rule, less expensive, less formal and faster than the judicial route.

Frambooesas provides the websites of some of these entities that can help you present your arguments:

Suggestions for Alternative Dispute Resolution Entities

CNIACC – National Center for Information and Arbitration of Consumer Conflicts
https://www.cniacc.pt

Lisbon Consumer Conflict Arbitration Center
http://www.centroarbitragemlisboa.pt/

Vale do Ave Consumer Conflict Arbitration Center/Arbitration Court
http://www.triave.pt/

CIAB – Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court)
http://www.ciab.pt/pt/

CIMPAS – Insurance Information, Mediation and Ombudsman Center
https://www.cimpas.pt/