The European Union has created a website to support consumers so that they can submit their complaints about any dispute in which they are involved. In this way, we provide all the information so that you can exercise your right to complain to an official, third-party and impartial entity to the process in question, called “Entidade Alternativa de Resolução de Litígios de Consumo”.

What is “Resolução Alternativa de Litígios de Consumo” and what are Alternative Consumer Dispute Resolution Entities?

Alternative Dispute Resolution covers mediation, conciliation and arbitration of consumer disputes in Portugal. RAL entities are entities authorized to carry out mediation, conciliation and arbitration that must be registered on the list of RAL entities provided for by Law No. 144/2015. They are independent entities, with specialized staff, who, in an impartial manner, on the one hand, help the consumer and the company to reach an amicable solution through mediation or conciliation or, on the other hand, if this agreement is not reached, allow a decision to be taken by arbitrators in a simple and quick process, through arbitration.

When can I resort to extrajudicial dispute resolution through an RAL entity?

In the event of a problem with a supplier of goods or service provider, and if they cannot reach an agreement, the consumer can initiate proceedings against the supplier with an RAL entity, provided that:

- They are initiated by a consumer against a supplier of goods or service provider;
- Respect contractual obligations resulting from purchase and sale contracts or service provision contracts;
- The contract is concluded between a supplier of goods or service provider and consumers established and resident, respectively, in Portugal and the European Union.

Which Alternative Consumer Dispute Resolution entity can you turn to because of a dispute?

CIMAAL – Centro de de Informação, Mediação e Arbitragem de Conflitos de Consumo de Algarve
Site: www.consumoalgarve.pt

For more information on the Consumer Portal: www.consumidor.gov.pt