Alternative Dispute Resolution

In the case of national and cross-border disputes initiated by a consumer against the establishment Grácia Sofia, when concerning contractual obligations arising from purchase and sale or service provision contracts entered into between the established goods supplier and consumers residing in Portugal and in the European Union, the consumer may have recourse to a Consumer Dispute Resolution Entity. The establishment Grácia Sofia is subject to mandatory arbitration or mediation in the context of consumer disputes of low economic value (up to €5,000) when, at the express choice of consumers, they are submitted for review by an arbitral tribunal attached to legally authorised consumer dispute arbitration centres. In Portugal, the following Consumer Dispute Resolution Entities are currently available:

• National Centre for Information and Arbitration of Consumer Conflicts (CNIACC);
• Coimbra District Consumer Conflict Arbitration Centre (CACCDC);
• Lisbon Consumer Conflict Arbitration Centre (CACCL);
• Autonomous University of Lisbon Arbitration Centre (CAUAL);
• Madeira Autonomous Region Consumer Conflict Arbitration Centre (CACC RAM);
• Porto Information and Arbitration Centre (CICAP);
• Vale do Ave Information and Arbitration Centre (TRIAVE); Vale do Cávado Information and Arbitration Centre (CIAB);
• Algarve Information, Mediation and Arbitration Centre (CIMAAL).

In the case of national and cross-border consumer disputes online, the consumer may contact the European Consumer Centre via the ODR (“online dispute resolution”) platform, which is competent for resolving disputes relating to contractual obligations arising from online sales or service contracts, available at the following website: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=PT. For more information, visit the Directorate-General for Consumer Affairs website: www.consumidor.pt.