Dispute resolution
Dear customer,
The European Union has set up a website to help consumers submit their complaints about any dispute in which they are involved. Within this framework, Proxira provides you with all the information you need to exercise your right to complain to an official, third-party, impartial body ("dispute resolution body") that will help you resolve the dispute in question.
So if you are dissatisfied with the purchase of a good or service on our site, or with the solution we have provided to resolve the situation, you can go to this official website https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=PT and present their defence.
What is alternative dispute resolution?
Alternative dispute resolution is the possibility that all consumers have at their disposal to turn to official organisations that can help them resolve a conflict, or guide them through it, before opening litigation in the courts.
As a general rule, the procedure is as follows: the customer asks an impartial third party to act as an intermediary between them and the trader who is the subject of their complaint. The intermediary can suggest a solution to your complaint, impose a solution on both parties or bring the parties together to find a solution.
You may know the concept of alternative dispute resolution by another name: 'mediation', 'conciliation', 'arbitration' or 'competent commission in the field of consumer disputes'.
Alternative dispute resolution is generally less expensive, less formalised and quicker than the judicial route.
Proxira provides the websites of some of these organisations that can help you present your arguments:
Suggestions for Alternative Dispute Resolution organisations
CNIACC - National Consumer Conflict Information and Arbitration Centre
Lisbon Consumer Conflict Arbitration Centre
http://www.centroarbitragemlisboa.pt/
Vale do Ave Consumer Conflict Arbitration Centre/Arbitral Tribunal
CIAB - Consumer Information, Mediation and Arbitration Centre (Consumer Arbitration Court)
CIMPAS - Insurance Information, Mediation and Ombudsman Centre
