What is Alternative Consumer Dispute Resolution and what are Alternative Consumer Dispute Resolution Entities?
Alternative Dispute Resolution covers the mediation, conciliation and arbitration of consumer disputes in Portugal. ADR entities are the entities authorized to carry out mediation, conciliation and arbitration that must be included in the list of ADR entities provided for by Law No. 144/2015. They are independent entities, with specialised staff, which, in an impartial manner, on the one hand, help the consumer and the company to reach an amicable solution through mediation or conciliation or, on the other hand, if such an agreement is not reached, allow a decision to be taken by arbitrators in a simple and rapid process, through arbitration.
When can I resort to out-of-court dispute resolution through an ADR entity?
In the event of a problem with a supplier of goods or service provider, and in the event that no agreement is reached, the consumer may initiate proceedings against the supplier with an ADR entity, provided that:
- They are initiated by a consumer against a supplier of goods or service provider; - Respect contractual obligations resulting from contracts of sale or provision of services; - The contract is concluded between a supplier of goods or service provider and consumers established and resident, respectively, in Portugal and in the European Union.
Which Alternative Consumer Dispute Resolution entity can I turn to because of a dispute?
CNIACC – National Center for Information and Arbitration of Consumer Conflicts Website: www.cniacc.pt
For the Autonomous Region of Madeira:
Centre for Arbitration of Consumer Disputes of the Autonomous Region of Madeira, located at Rua Direita, 27 – 1st Floor, 9050-405 Funchal Email: centroarbitragem.sras@gov-madeira.pt
For more information on Consumer Portal: www.consumidor.pt