Alternative Dispute Resolution

Alternative dispute resolution gives consumers the option to turn to official bodies for help in resolving or guiding the resolution of a dispute. The Online Dispute Resolution website is an official platform managed by the European Commission, dedicated to helping consumers and traders settle disputes out of court: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage

Customers defined as consumers under Portuguese Law no. 144/2015 who have entered into purchase or service contracts with ELARA have the right to turn to official bodies for help in resolving any dispute relating to those contracts, without prejudice to recourse to the judicial courts. The current list of Alternative Dispute Resolution bodies available under article 17 of Law no. 144/2015 of 8 September is published on the Consumer Portal at www.consumidor.pt. For further information, please refer to Law no. 144/2015.

For disputes arising from online purchases, you may also use the resolution system known as the ODR Platform — Online Dispute Resolution / RLL, established by the European Union.

In any case, you may contact one of the bodies listed below.

Alternative Dispute Resolution Bodies

CNIACC — National Centre for Information and Arbitration of Consumer Disputes
https://www.cniacc.pt/pt

CIMAAL — Information, Mediation and Arbitration Centre for Consumer Disputes in the Algarve
https://www.consumidoronline.pt/pt/

Coimbra District Consumer Dispute Arbitration Centre
http://www.centrodearbitragemdecoimbra.com

Lisbon Consumer Dispute Arbitration Centre
http://www.centroarbitragemlisboa.pt

Porto Consumer Information and Arbitration Centre
http://www.cicap.pt/

Vale do Ave Consumer Dispute Arbitration Centre / Arbitration Court
http://www.triave.pt/

European Online Dispute Resolution Platform
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage