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Service Policies

Dispute Resolution

Dispute Resolution Center

The alternative dispute resolution is the possibility that all consumers have at their disposal to appeal and official entities that help them in the resolution, or orientation of any conflict, before opening litigious processes in the Courts.

Customers who are defined as consumers by Law 144/2015 and who have entered into contracts for the purchase and sale and/or provision of services have the right to resort to official entities that help them resolve any conflict that has such contracts as their object, without prejudice to appealing to the Courts. The updated list of Alternative Dispute Resolution entities available under the terms of article 17 of Law no. 144/2015, of 8 September, are listed on the Consumer Portal, accessible through the website For more information, you can also consult Law 144/2015. We further inform that, in order to settle disputes arising from online purchases, you can use a resolution system, called the “ODR Platform - Online Dispute Resolution/RLL”, created by the EU. You can access this platform through the website: Online Dispute Resolution

In any case, you can contact one of the centers named below.

Entities for Alternative Dispute Resolution

CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo

Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra


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