Under the terms and in compliance with Law No. 144/2015, of 08.09, the PNH provides the necessary information so that the consumer customer can exercise his right of complaint with an official, third and impartial entity that will help him to resolve the dispute in question.
ALTERNATIVE DISPUTE RESOLUTION is the possibility that all consumers have at their disposal to resort to official entities that help them in the resolution, or guidance of any conflict, before opening litigious processes in the Courts.
As a rule, the procedure can be described as follows:
1) The consumer customer asks an impartial third party to act as an intermediary between you and the supplier or service provider that is the target of your complaint.
2) The intermediary can suggest a solution to your complaint, impose a solution on both parties or bring the parties together to find a solution.
Alternative dispute resolution can be translated into "mediation", "conciliation" or "arbitration".
Alternative dispute resolution is, as a rule, less expensive, less formal and faster than the judicial process.
Thus, in the event of a dispute, the consumer customer may resort to an Alternative Dispute Resolution Entity for consumption.
CNIACC - Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
Rua D. Afonso Henriques, 1
Tel.: 213 847 484
For more information access the Consumer Portal, at www.consumidor.gov.pt.