ELECTRONIC COMPLAINTS BOOK​

The Online Complaints Book was created within the scope of the “SIMPLEX+2016” program, as a measure of administrative simplification, and involves the General Directorate of the Consumer and the regulatory authorities of the different sectors.

 

It is a platform where you can file a complaint, as you could file it in the Complaints Book in physical format, or request information about essential public services.

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Thus, consumers can now exercise their right to file a complaint electronically, and can expect a response to their complaint within a maximum period of 15 working days, as if they had done so in the physical format of the complaints book.

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You also have the possibility to ask doubts/questions to the regulatory authority of the sector in question, for example in relation to deadlines, prescriptions, or applicable legislation, which you can use to better substantiate your complaint.

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To file a complaint or claim in the Online Complaints Book, you must have an email address.

 

Start by accessing the homepage of the Electronic Complaints Book (click on the following image) and selecting the option “Make a Complaint”.

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ALTERNATIVE DISPUTE RESOLUTION

Pursuant to Law 144/2015 of 8 September, for the purposes of extrajudicial resolution of disputes concerning contractual obligations resulting from signed service contracts, the user may resort to the following alternative dispute resolution entity ( RAL): LISBON ARBITRATION CENTER, located at Rua dos Douradores, 108 2º, 1100-207 Lisboa, with more information on the site www.centrodearbitragemlisboa.pt.

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