General information regarding Alternative Dispute Resolution for Consumer Disputes
Alternative Consumer Dispute Resolution (ADR) includes mediation, conciliation, and arbitration. ADR entities are organizations authorized to carry out these activities in Portugal and must be registered in accordance with Law No. 144/2015.
Law No. 144/2015, published on September 8, created a new legal framework for alternative dispute resolution for consumer disputes. This law established the Consumer Arbitration Network and imposed on companies supplying goods or services the duty to inform consumers about the existence of alternative dispute resolution centers applicable to their sector.
Steps to follow:
- First Contact: The consumer must initially contact the supplier of the good or service provider to try to resolve the problem directly.
- ADR Entities: If the dispute is not resolved satisfactorily, the consumer may resort to an Alternative Consumer Dispute Resolution Entity.
In case of dispute, the consumer can resort to one of the Alternative Consumer Dispute Resolution (ADR) Entities:
CNIACC - National Center for Information and Arbitration of Consumer Conflicts
Household: Rua D. Afonso Henriques, 1, 4700-030 Braga
Telephone: 253 619 107
E-mail: geral@cniacc.pt
Website: www.cniacc.pt
CACRC - Consumer Conflict Arbitration Center of the Coimbra Region
Household: Fernão Magalhães Avenue, No. 240, 1st floor 3000-172 Coimbra
Telephone: 239 821 690
Fax: 239 821 289
E-mail: geral@cacrc.com
Website: www.cacrc.pt
CACCL - Lisbon Consumer Conflict Arbitration Center
Household: Rua dos Douradores, nº 116, 2nd floor, 1100-207 Lisbon
Telephone: 218 807 030
Fax: 218 807 038
E-mail: juridico@centroarbitragemlisboa.pt
Website: www.centroarbitragemlisboa.pt
CAUAL – Arbitration Center of the Autonomous University of Lisbon
Household: Rua de Santa Marta, 43-E, 1ºC, 1150-293 Lisbon
Telephone: 213 177 660
E-mail: centrodearbitragem@autonoma.pt
Website: www.arbitragem.autonoma.pt
CICAP - Porto Consumer Information and Arbitration Center
Household: Damião de Góis Street, No. 31, Shop 6, 4050-225 Porto
Telephone: 225 508 349 / 225 029 791
Fax: 225 026 109
E-mail: cicap@cicap.pt
Website: www.cicap.pt
TRIAVE - Consumer Conflict Arbitration Center of Ave, Tâmega and Sousa
Household: Captain Alfredo Guimarães Street, No. 1, 4800-019 Guimarães
Telephone: 253 422 410
Fax: 253 422 411
E-mail: geral@triave.pt
Website: www.triave.pt
CIAB - Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court)
Braga Address: Rua D. Afonso Henriques, No. 1, 4700-030 Braga
Telephone: 253 617 604
Fax: 253 617 605
E-mail: geral@ciab.pt
Address Viana do Castelo: Rocha Paris Avenue, No. 103, 4900-394 Viana do Castelo
Telephone: 258 809 335
Fax: 258 809 389
E-mail: ciab.viana@cm-viana-castelo.pt
Website: www.ciab.pt
CIMAAL - Algarve Information, Mediation and Arbitration Center
Household: Avenida e de Outubro, nº5 R/C Dto 8000-075 Faro
Telephone: 289 823 135
E-mail: info@consumoalgarve.pt
Website: www.consumidoronline.pt