Alternative Dispute Resolution (ADR)

Alternative Dispute Resolution (ADR)

Alternative Dispute Resolution (ADR) is a process that enables consumers and businesses to settle disputes outside the traditional court system using methods such as mediation, conciliation, or arbitration. The aim is to provide faster, more cost-effective, and efficient solutions, avoiding lengthy and expensive legal proceedings.

Under both European and Portuguese law, consumers have the right to access ADR mechanisms in case of disputes with companies selling goods or providing services. These mechanisms should be free of charge or low cost for the consumer, ensuring access to justice and the protection of their rights.

Main ADR Methods:

  1. Mediation: A neutral third party (the mediator) helps the parties reach a friendly agreement. It is voluntary and non-binding.
  2. Conciliation: Similar to mediation, but the conciliator may propose a solution. It is also voluntary and non-binding.
  3. Arbitration: A more formal process where the parties submit their dispute to one or more arbitrators, who issue a binding decision.

Advantages of ADR:

  • Speed: Disputes are resolved more quickly than in court.
  • Lower Costs: ADR procedures are generally less expensive.
  • Tailored Solutions: Resolutions can be adapted to the specific case.
  • Confidentiality: ADR processes are usually private, ensuring discretion.

Business Obligations:

Businesses must inform consumers about the availability of ADR options and provide clear guidance on how to start the process. They must also indicate the appropriate ADR entity.

European Online Dispute Resolution Platform:

The EU created the ODR platform to simplify dispute resolution between consumers and businesses from different Member States. It allows for fast and effective resolution online:

https://ec.europa.eu/consumers/odr

Our Position:

Your satisfaction is our priority. If any disagreement arises in our commercial relationship, we encourage open and constructive dialogue to reach quick and effective solutions.

If no agreement can be reached, you may contact the following officially recognized ADR entities:

Lisbon Consumer Conflict Arbitration Centre (CACCL)

  • Jurisdiction: Amadora and other municipalities in the Lisbon Metropolitan Area
  • Address: Rua dos Douradores, nº 116, 2º, 1100-207 Lisboa, Portugal
  • Phone: +351 218 807 030 / 218 807 038
  • Email: juridico@centroarbitragemlisboa.pt
  • Website: centroarbitragemlisboa.pt
  • Office Hours: Mondays and Fridays, 11:00 AM – 1:00 PM (by appointment)

Consumer Information Centre (CIAC) of Amadora

  • Address: Av. Movimento das Forças Armadas, 1, 2700-598 Amadora, Portugal
  • Phone: +351 214 369 000
  • Email: geral@cm-amadora.pt
  • Website: cm-amadora.pt

For more information on other official ADR entities in Portugal, please visit:

https://www.gov.pt/

https://www.cniacc.pt/pt/