In case of dispute, you can contact the Consumer and Arbitration Information Center of Porto (CICAP) or resort to the Online Dispute Resolution Platform of the European Commission (accessible through the consumer website at https://ear-rentals.com/termos-e-condicoes/resolucao-alternativa-de-litigios/, among others), which directs the consumer to authorized Alternative Dispute Resolution (ADR) entities. This alternative solution is faster and more affordable than resorting to courts.
Who are the ADR entities?
- They are entities that assist consumers and companies in resolving conflicts through mediation, conciliation, or arbitration, which is a process similar to a judicial decision, but faster and with reduced costs.
How does the Online Dispute Resolution Platform work?
- The consumer fills out a form on the European Commission's online platform.
- The merchant is notified and both parties have a deadline to engage in dialogue and attempt to reach an agreement.
- If there is no agreement, the complaint is referred to an ADR entity, which will be selected from a list presented on the platform itself.
Where to find ADR entities in Portugal?
- The list and contacts of authorized ADR entities are disclosed by the Directorate-General for Consumer Affairs (DGCCRF) on the Consumer Portal, accessible at the address www.consumidor.gov.pt, or in the list below:
ADR entities:
- National Center for Information and Consumer Conflict Arbitration (CNIACC)
- Consumer Conflict Arbitration Center of the Coimbra Region (CACRC)
- Consumer Conflict Arbitration Center of Lisbon (CACCL)
- Autonomous University of Lisbon Arbitration Center (CAUAL)
- Consumer Conflict Arbitration Center of the Autonomous Region of Madeira (CACC RAM)
- Information, Mediation and Consumer Arbitration Center of the Azores (CIMARA)
- Consumer Information and Arbitration Center of Porto (CICAP)
- Consumer Conflict Arbitration Center of Ave, Tâmega and Sousa (TRIAVE)
- Information, Mediation and Consumer Arbitration Center (Consumer Arbitration Court) (CIAB)
- Information, Mediation and Arbitration Center of the Algarve (CIMAAL)
Useful Contacts
- Consumer Portal:
- Online Dispute Resolution Platform of the European Commission: https://webgate.ec.europa.eu/odr
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