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Online Dispute Resolution

1. The User may submit a complaint to STRETS.

2. Clients who are defined as consumers in accordance with the Alternative Dispute Resolution (Law 144/2015) and that had celebrated purchase/sale contracts and/or service contracts have the right to resort to official entities for assistance in the event of a dispute arising from the supply of goods and services, without prejudice to having recourse to the Judicial Courts. Alternative Dispute Resolution is the possibility that all consumers have at their disposal to turn to official entities that will help them to solve, or guide them through, a conflict before they open litigation in Courts.

3. 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 this website. We also inform you that, in order to resolve disputes arising from online purchases, you may use a resolution system, called the “ODR Platform - Online Dispute Resolution/ RLL”, created by the EU. You can access this platform through the Online Dispute Resolution website.

4. The User may also use the Electronic Complaints Book, which is a measure of the program “SIMPLEX + 2016”, involving the Direção-Geral do Consumidor and the regulatory agencies of different sectors.

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