Online Dispute Resolution
The European Union has set up a website to help consumers to lodge complaints about any disputes they may be involved in. In this context, Turisbike provides all the information so that you can exercise your right of complaint before an official entity, third party and impartial to the process. So, if you are dissatisfied with the purchase of a good or service through our online page, or with the solution we presented to resolve the situation, you can access this official site and expose your dispute.
What is Alternative Dispute Resolution?
Alternative Dispute Resolution is the possibility that all consumers have at their disposal to appeal to official entities that help them to solve, or orientate them in the resolution of a conflict, before opening litigation in Courts. As a general rule, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between him and the trader who is the subject of his complaint. The intermediary may suggest a solution to your complaint, impose a solution on both parties or bring the parties together to find a solution.
You may know the concept of alternative dispute resolution by another name: ‘mediation’, ‘conciliation’, ‘arbitration’ or ‘competent commission in the field of consumer disputes’.
Alternative dispute resolution is generally less costly, less formal and quicker than the judicial route.
Suggestions for Alternative Dispute Resolution Entities
- Porto Consumer Information and Arbitration Centre Rua Damião de Góis, N31 – Loja 6 – 4050-225 Portocicap@cicap.pt / www.cicap.pt /tel 22 550 83 49.
- Geographical Area – Arouca, Espinho, Gondomar, Maia, Matosinhos, Oliveira de Azeméis, Porto, Póvoa de Varzim, Santa Maria da Feira, Santo Tirso, São João da Madeira, Trofa, Vale de Cambra, Valongo, Vila de Conde e Vila Nova de Gaia.
- Centro de Arbitragem de Conflitos de Consumo do Lisboa Rua dos Douradores, 116, 2º – 1100-207 Lisboa – juridico@centroarbitragemlisboa.pt / www.centroarbitragemlisboa.pt / 21 880 70 00.
- Geographical Area – Alcochete, Almada, Amadora, Azambuja, Barreiro, Cascais, Lisboa, Loures, Mafra, Moita, Montijo, Odivelas, Oeiras, Palmela, Seixal, Sesimbra, Setúbal, Sintra e Vila Franca de Xira.
- Algarve Consumer Conflict Information, Mediation and Arbitration Centre Edifício Ninho de Empresas, Estrada da Penha – 8005-131 Farocimaal@mail.telepac.pt / www.consumidoronline.pt / 289 823 213.
- Geographical Area – Vila do Bispo, Aljezur, Lagos, Monchique, Portimão, Silves, Lagoa, Albufeira, Loulé, S. Brás, Faro, Olhão, Tavira, Castro Marim, Vila Real de Sto. António e Alcoutim.
- Consumer Conflict Arbitration Centre of the District of Coimbra Avenida Fernão Magalhães, nº 240, 1º – 3000-172 Coimbra.geral@centrodearbitragemdecoimbra.com / www.centrodearbitragemdecoimbra.com / 239 821 690
- Geographical Area – Arganil, Cantanhede, Coimbra, Condeixa-a-nova, Figueira da Foz, Góis, Lousã, Mira, Montemor-o-Velho, Oliveira do Hospital, Penacova, Penela, Soure, Tábua, Vila Nova de Poiares e Mirando do Corvo.
- Madeira District Consumer Conflict Arbitration Centre Rua da Figueira Preta, nº 10, 3º Andar- 9050-014 Funchal – centroarbitragem.sras@gov-madeira.pt / 291 750 330
- Consumer Conflict Arbitration Centre of Vale do Ave Rua Capitão Alfredo Guimarães, nº 1- 4800-019 – guimarães.triave@gmail.com / www.triave.pt / 253 422 410
- Área Geográfica – Cabeceiras de Basto, Guimarãesm, Felgueiras, Fafe, Póvoa de Lanhoso, Santo Tirso, Trofa, Vila do Conde, Vila Nova de Famalicão, Vizela e Vieira do Minho.
- Consumer Information, Mediation and Arbitration Centre Rua D. Afonso Henriques, nº 1- 4700-030 Braga / Av. Rocha Paris, nº 103 – 4900-394 Viana do Castelo – geral@ciab.pt / ciab.viana@cm-viana-castelo.pt / www.ciab.pt / 253 617 604 / 258 809 335
- Geographical Area – Amares, Arcos de Valdevez, Barcelos, Braga, Caminha, Esposende, Melgaço, Monção, Montalegre, Paredes de Coura, Ponte da Barca, Póvoa de Lanhoso, Terras de Bouro, Valença, Viana do Castelo, Vila Nova de Cerveira, Vieira do Minho e Vila Verde.
- National Consumer Conflict Information and Arbitration Centre Faculdade de Direito da Univ Nova de Lisboa, Campus de Campolide – 1099-032 Lisboa – cniacc@unl.pt / www.arbitragemdeconsumo.org / 213 847 484
- Geographical Area – Atuação em todo o território nacional, nas zonas não abrangidas por outro centro de arbitragem de competência regional.
Or you can go directly to the website of the Directorate General for Consumer Affairs
Cross-border consumer disputes
If you are a consumer living in another Member State, please go to the European Consumer Centre Website – where you will find the complaint form”.
Access the European Consumer Centre