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What is Alternative Dispute Resolution and what are Alternative Dispute Resolution bodies?
Alternative Dispute Resolution (ADR) covers mediation, conciliation and arbitration of consumer disputes in Portugal. ADR entities are entities authorized to carry out mediation, conciliation and arbitration which must be registered on the list of ADR entities provided for in Law 144/2015. They are independent entities, with specialized staff, who, in an impartial manner, on the one hand, help the consumer and the company to reach an amicable solution through mediation or conciliation or, on the other hand, if such an agreement is not reached, allow a decision to be made by arbitrators in a simple and quick process, through arbitration.
When can I resort to out-of-court dispute resolution through an ADR body?
In the event of a problem with a supplier of goods or services, and if they cannot reach an agreement, the consumer can initiate proceedings against the supplier with an ADR body, provided that:
- They are initiated by a consumer against a supplier of goods or services;
- They relate to contractual obligations resulting from sales or service contracts;
- The contract is concluded between a supplier of goods or services and consumers established and resident, respectively, in Portugal and the European Union.
Which Alternative Dispute Resolution bodies are there and which ones can I use to resolve a dispute?
At www.consumidor.pt you can find an up-to-date list of ADR bodies, as well as the types of litigation covered.
In the event of a dispute with our company, we would be grateful if you could contact us by telephone on 227 537 270 or by e-mail on geral@prodiplas.com so that we can try to reach an amicable resolution.
If we cannot reach an agreement, you can contact the Porto Consumer Information and Arbitration Center:
Rua Damião de Góis, 31 - Loja 6 - 4050-225 PORTO
Opening hours: Monday to Friday - 10 a.m. to 6 p.m.
T.: +351 22 550 83 49 / +351 22 502 97 91
E-mail: cicap@cicap.pt