Complaints book and dispute resolution

Last updated: 2026-09-02

This page brings together the official channels for filing a complaint and settling a consumer dispute. It is separate from our support: support answers help requests, whereas the Electronic Complaints Book is a public channel operated by the Portuguese State.

This page is drafted in Portuguese and also made available in English and Spanish. In the event of any discrepancy between versions, the Portuguese version prevails; the translations are provided for convenience.

Electronic Complaints Book

You can file a complaint about this service on the official Electronic Complaints Book platform. The complaint is forwarded automatically both to us and to the authority competent to examine it.

Open the Electronic Complaints Book

We reply within a maximum of 15 working days from the date of the complaint, under Article 5.º-B(4) of Decree-Law 156/2005 of 15 September, as amended by Decree-Law 74/2017 of 21 June.

This link opens the State's public platform. It is not our support form, and our support does not replace the Complaints Book — you may use either, or both.

Alternative consumer dispute resolution (RAL)

We have not joined any alternative consumer dispute resolution body. Membership is voluntary and, to date, we have not taken it up.

Even so, in a consumer dispute you may turn to the legally competent RAL body. For distance contracts, the competent body is as a rule the consumer arbitration centre for the area where the consumer lives.

In the parts of Portugal not covered by another centre, the competent body is the Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC).

Open the CNIACC website

The up-to-date list of RAL bodies is published by the Direção-Geral do Consumidor on the Portal do Consumidor.

Open the Portal do Consumidor

This information is provided under Article 18 of Law 144/2015 of 8 September.