Consumer Dispute Resolution
Last updated: 4 September 2026.
In the event of a consumer dispute, the consumer may turn to an Alternative Dispute Resolution (ADR) entity under Portuguese Law 144/2015 of 8 September. This is a way to resolve disputes out of court, usually free or low-cost for the consumer.
Which entity is competent
The competent ADR entity is not chosen by the business: it follows from the legal and territorial rules that apply to each case. Relevant factors can include the consumer's domicile and the place where the contract was concluded.
We provide services throughout Portugal, so the competent entity needs to be identified case by case. The official, current list of recognised entities, with their contact details and areas of competence, is published on the Portuguese Consumer Portal.
Consumer arbitration centres
A number of consumer arbitration centres are competent within a defined territorial area.
The National Consumer Dispute Information and Arbitration Centre (CNIACC) has national competence of a residual nature: it covers consumer disputes in areas not already covered by another territorially competent centre. It is therefore not a substitute for the regional centres.
Complaints Book
You may also submit a complaint through the electronic Complaints Book.