Alternative Dispute Resolution

Dear customer,

In the event of a dispute, any consumer residing in Portugal or within the European Union may exercise their right to file a complaint with an official, third‑party, and impartial entity. In this context, AGI provides all the information necessary for you to exercise your right of complaint.

If, for any reason, you were not satisfied, you may contact a Consumer Alternative Dispute Resolution (ADR) Entity, as listed below:

• Lisbon Consumer Dispute Arbitration Centre
• CIAB – Consumer Information, Mediation and Arbitration Centre (Consumer Arbitration Court)
• CNIACC – National Centre for Consumer Conflict Information and Arbitration
• European Commission

You may also submit any complaints directly to AGI via the email geral@agi.pt.

For more information about these procedures, we also recommend visiting the website of the Directorate‑General for Consumers: www.consumidor.pt.

What is consumer alternative dispute resolution?

It is a mechanism that allows all consumers to resort to official entities that help resolve a conflict with a trader, without the need to initiate legal proceedings in court.

What is the role of these entities in resolving conflicts?

These entities act as intermediaries between the consumer and the trader subject to the complaint. The intermediary may impose a solution on both parties or bring them together to reach a mutually agreed resolution. Alternative dispute resolution is typically less expensive, less formal, and faster than judicial proceedings.