Alternative Dispute Resolution

Alternative Dispute Resolution is the possibility that all consumers have at their disposal to appeal and official entities that help them in the resolution, or guidance of any conflict, before opening litigious processes in the Courts.

Customers who are defined as consumers by Law No. 144/2015, of 8 September, and who have entered into purchase and sale and / or service provision contracts have the right to appeal to official entities that assist them in resolving any conflict which has the object of such contracts, without prejudice to appealing to the Judicial Courts.

The updated list of Alternative Dispute Resolution entities is available under the terms of article 17 of Law no. 144/2015, of 8 September, is listed on the Consumer Portal, accessible through the website pt. For more information, you can also consult Law No. 144/2015, of 8 September. We also inform you that, to end disputes that originate from online purchases, you can use a resolution system, called “ODR Platform - Online Dispute Resolution / RLL”, created by the EU. You can access this platform through the website:

In any case, you can contact one of the centers designated below. Alternative Dispute Resolution Entities

CNIACC - National Center for Consumer Conflict Information and Arbitration 

CIMAAL - Center for Information, Mediation and Arbitration of Consumer Conflicts in the Algarve

Center of Arbitration of Conflicts of Consumption of the District of Coimbra

Center of Arbitration of Consumer Conflicts of Lisbon

Porto Consumption and Arbitration Information Center

Center of Arbitration of Conflicts of Consumption of the Valley of the Ave / Arbitral Tribunal

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