Alternative Consumer Dispute Resolution (RAL) is a mechanism available to resolve disputes between consumers and suppliers of goods or service providers out of court. In Portugal, Law nº 144/2015 establishes the legal structure for ADR, creating the Consumer Arbitration Network.

What is the RAL? ARAL offers consumers and companies a faster and more cost-effective way of resolving consumer disputes. It involves mediation, conciliation and arbitration, following a simple and efficient process.

What are RAL entities? They are independent bodies with impartial experts who help consumers and businesses find an amicable solution to their disputes. These entities are authorized to carry out mediation, conciliation and arbitration.

How to know which RAL entity to use? The appropriate RAL entity is determined by the place where the purchase and sale or service agreement was performed. There are several ADR entities in Portugal, covering different geographical areas and specific sectors.

Obligations of companies: All companies, including those operating online, are obliged to inform consumers about available ADR entities. This information must be clear and adequate to the type of product or service offered.

Benefits for consumers: Using ADR entities offers consumers an efficient and affordable alternative to the courts to resolve consumer disputes. RAL allows for a faster and less expensive resolution, contributing to consumer satisfaction.

In short, the existence of ADR entities allows consumers to resort to alternative dispute resolution mechanisms, avoiding the traditional judicial process. Companies have an obligation to inform about the ADR entities available, thus guaranteeing consumers the possibility of seeking a quick and fair solution to their consumer disputes.

RAL Entities:

  1. Consumer Information, Mediation and Arbitration Center (CNIACC) Website: www.arbitragemdeconsumo.org Email: cniacc@unl.pt

  2. Lisbon Consumer Dispute Arbitration Center Website: www.centroarbitragemlisboa.pt Email: juridico@centroarbitragemlisboa.pt

  3. Vale do Ave Consumer Dispute Arbitration Center/Arbitration Court (CAE) Website: www.triave.pt Email: triave@gmail.com

  4. Porto Consumer Dispute Arbitration Center Website: www.cicap.pt Email: cicap@cicap.pt

  5. Porto Consumer Information and Arbitration Center (CICAP) Website: www.cicap.pt Email: cicap@cicap.pt

  6. Coimbra Consumer Conflict Arbitration Center Website: www.centrodearbitragemdecoimbra.com Email: geral@centrodearbitragemdecoimbra.com

  7. Braga Consumer Dispute Arbitration Center Website: www.abrantina.pt Email: geral@abrantina.pt

  8. Center for Information, Mediation and Arbitration of Consumer Disputes in the Algarve Website: www.consumoalgarve.pt Email: suporte@consumoalgarve.pt

  9. Madeira Consumer Conflict Arbitration Center Website: www.srrh.gov-madeira.pt Email: centroarbitragem.srias@madeira.gov-madeira.pt

  10. Vale do Cávado Consumer Dispute Arbitration Center Website: www.ciab.pt Email: geral@ciab.pt

These entities are competent to deal with consumer disputes in different regions of Portugal and in specific sectors. Consumers can contact the appropriate ADR entity according to their location and the type of dispute they are facing.


Online Dispute Resolution (RLL): An alternative way to resolve disputes online, without the need to go to court. Through electronic platforms, it is possible to resolve conflicts in a convenient and accessible way. This includes online mediation and arbitration, providing a faster and more cost-effective solution. The consent of both parties involved is important. The RLL covers different types of disputes and is an alternative to the traditional court system.


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