General Information on Alternative Consumer Dispute Resolution

Alternative Consumer Dispute Resolution (ADR) includes mediation, conciliation, and arbitration. ADR entities are organizations authorized to carry out the mediation, conciliation, and arbitration of consumer disputes in Portugal and must be included in the official list of ADR entities established under Law No. 144/2015.

Published on 8 September, Law No. 144/2015 introduced a new legal framework for alternative (out-of-court) consumer dispute resolution mechanisms, creating the Portuguese Consumer Arbitration Network and establishing an obligation for businesses supplying goods or providing services to inform consumers about the available Alternative Dispute Resolution Centres applicable to their sector of activity.

Consumers should always first contact the supplier of the goods or the service provider in an attempt to resolve the issue directly.

In the event of a dispute, consumers may refer the matter to an Alternative Consumer Dispute Resolution Entity:

Consumer Conflict Arbitration Centre of the Coimbra District
Address: Av. Fernão Magalhães, No. 240, 1st Floor, 3000-172 Coimbra, Portugal
Telephone: +351 239 821 690
Email: [email protected]
Website: https://cacrc.pt

For further information, please visit the Portuguese Consumer Portal: www.consumidor.gov.pt