Book of Complaints

Electronic Complaints Book

In accordance with Decree-Law 156/2005 (as amended by Decree-Law 74/2017), all service providers in Portugal must make available the Electronic Complaints Book. You can submit your complaint directly via the official website:

How to contact us directly

Before (or instead of) using the online complaints form, you can speak to us directly. We aim to resolve any issue within 48 working hours:

• Email: Email
• Telephone: Telephone
• Address: 260 Rua Portelinha, 4800-429 Guimarães

Alternative dispute resolution (ADR)

In the event of a consumer dispute that we are unable to resolve directly, and in accordance with Article 18 of Law 144/2015, you may refer the matter to an Alternative Dispute Resolution (ADR) body for consumer disputes:

• CNIACC — National Centre for Information and Arbitration on Consumer Disputes
  cniacc.pt
• Full list of RAL organisations:
  consumidor.gov.pt

Regulatory authorities

Depending on the nature of the complaint, the competent authorities are:

• ASAE — Food and Economic Safety Authority (accommodation, catering, food safety): asae.gov.pt
• Portuguese Tourism (quality of tourist accommodation): turismodeportugal.pt
• DGAV — Directorate-General for Food and Veterinary Affairs (wine production): dgav.pt
• Directorate-General for Consumer Affairs: consumidor.gov.pt