Conflict Management

Cases of disputes related to consumer issues should be resolved without need for recourse to the courts, through mediation, conciliation and arbitration.

In accordance with Law No. 144/2015, of 8th September, which transposes Directive 2013/11/EU of the European Parliament and Council, of 21 May 2013, the legal framework gains mechanisms for extra-judicial resolution, specifically with the creation of the Consumer Arbitration Network and the requirement for companies to inform consumers about these ADR (Alternative Consumer Dispute Resolution) bodies.

ADRs are independent bodies, which allow disputes to be resolved between providers of goods/services and consumers. The companies can accept resolution through this routes, although this method is not binding, and disputes may follow the usually legal routes and be resolved in court.

According to the General Consumer Administration, in Portugal, there are 10 Dispute Arbitration Centres in operation, seven of which have general jurisdiction and are regional in scope (Lisbon, Porto, Coimbra, Guimarães, Braga/Viana do Castelo, Algarve and Madeira) and one that has general jurisdiction and is national in scope (supplementary). The other two centres have specific jurisdiction – automotive and insurance.

CNIACC – National Centre for Information and Arbitration of Consumer Conflicts

Acting across the whole country, in areas not covered by other arbitration centres with a regional scope.

Faculdade de Direito da Universidade Nova de Lisboa – Campus de Campolide, 1099-032 Lisbon
Tel.: (+351) 213 847 484 – from 3 pm to 5 pm / (+351) 919 225 540 – Fax.: (+351) 213 845 201
Email: cniacc@fd.unl.pt
Web: http://www.arbitragemdeconsumo.org / https://www.facebook.com/cniacc

CIMAAL – Centre for Information, Mediation and Arbitration of Consumer Conflicts of the Algarve

Contracts entered into in the district of Faro

Edifício Ninho de Empresas, Estrada da Penha, 8005-131 Faro
Phone: (+351) 289 823 135 – Fax.: (+351) 289 812 213
Email: cimaal@mail.telepac.pt
Web: www.consumidoronline.pt

Centre for Consumer Conflict Arbitration of the District of Coimbra

Contracts entered into in the municipalities of Arganil, Cantanhede, Coimbra, Condeixa-a-Nova, Figueira da Foz, Lousã, Mira, Montemor-o-Velho, Oliveira do Hospital, Penacova, Penela, Soure, Tábua, Vila Nova de Poiares and Miranda do Corvo

Av. Fernão Magalhães, n.º 240, 1.º – 3000-172 COIMBRA
Tel.: (+351) 239 821 690/289 – Fax.: (+351) 239 821 690
Email: geral@centrodearbitragemdecoimbra.com
Web: http://www.centrodearbitragemdecoimbra.com

Centre for Consumer Conflict Arbitration of Lisbon

Contracts entered into in the Lisbon Metropolitan Area: Lisboa, Alcochete, Almada, Amadora, Azambuja, Barreiro, Cascais, Lisboa, Loures, Mafra, Moita, Odivelas, Oeiras, Palmela, Seixal, Sesimbra, Setúbal, Sintra, and Vila Franca de Xira

Rua dos Douradores, 116, 2.º – 1100-207 LISBON
Phone: (+351) 218 807 000 – Fax: (+351) 218 807 038
Email: juridico@centroarbitragemlisboa.pt / diretor@centroarbitragemlisboa.pt
Web: www.centroarbitragemlisboa.pt

Centre for Consumer Conflict Arbitration of Madeira

Contracts entered into in the Autonomous Region of Madeira

Rua da Figueira Preta, n.º 10 3.º andar – 9050-014 Funchal
Phone: (+351) 291 750 330 – Fax.: (+351) 291 750 339
Email: centroarbitragem.sras@gov-madeira.pt

Centre for Consumer Conflict Arbitration of Vale do Ave

Contracts entered into in the municipalities of Cabeceiras de Basto, Guimarães, Felgueiras, Fafe, Póvoa de Lanhoso, Póvoa de Varzim, Santo Tirso, Trofa, Vila do Conde, Vila Nova de Famalicão, Vieira do Minho and Vizela

Rua Capitão Alfredo Guimarães, No. 1, 4800-019, Guimarães.
Phone: (+351) 253 422 410 – Fax.: (+351) 253 422 411
Email: triave@gmail.com
Web: www.triave.pt

Centre for Consumer Information and Arbitration of Porto

Contracts entered into in the Porto Metropolitan Area: Arouca, Espinho, Gondomar, Maia, Matosinhos, Oliveira de Azeméis, Porto, Póvoa de Varzim, Santa Maria da Feira, Santo Tirso, São João da Madeira, Trofa, Vale de Cambra, Valongo, Vila do Conde, and Vila Nova de Gaia

Rua Damião de Góis, 31 – Loja 6 – 4050-225 Porto
Phone: (+351) 225 508 349 / (+351) 225 029 791 – Fax: (+351) 225 026 109
Email: cicap@mail.telepac.pt
Web: www.cicap.pt

CIAB – Centre for Consumer Information, Mediation and Arbitration (Consumer Arbitration Court)

Contracts entered into in the municipalities of Amares, Arcos de Valdevez, Barcelos, Braga, Carminha, Esposende, Melgaço, Monção, Montalegre, Paredes de Coura, Ponte da Barca, Póvoa do Lanhoso, Terras do Bouro, Valença, Viana do Castelo, Vila Nova de Cerveira, Vieira do Minho, Vila Verde and Viana do Castelo

Rua D. Afonso Henriques, No. 1 (Ed. Junta de Freguesia da Sé) 4700 – 030 BRAGA
Phone: (+351) 253 617 604 – Fax: (+351) 253 617 605 – Email: geral@ciab.pt

Av. Rocha Paris, n.º 103 (Edifício Vila Rosa) 4900-394 VIANA DO CASTELO
Phone: (+351) 258 809 335 – Fax: (+351) 258 809 389 – Email: ciab.viana@cm-viana-castelo.pt / Web: www.ciab.pt