Consumer dispute resolution

1. Talk to us first

If you have a problem with a document request, please write to us at geral@titusone.pt with as much detail as possible (date, documents requested and what happened). We aim to respond and resolve the situation as quickly as possible. For data protection matters, please use dpo@titusone.pt.

The service is operated by [ENTIDADE OPERADORA — NIPC, morada].

2. Electronic Complaints Book

You may file a complaint in the electronic Complaints Book (Livro de Reclamações eletrónico) at www.livroreclamacoes.pt, indicating the entity that operates the service. The complaint is forwarded to the competent regulatory authority and to us, and you should receive a reply within the time limits laid down by law.

3. Alternative consumer dispute resolution

If the complaint is not resolved, the consumer may turn to an alternative dispute resolution (ADR) entity (in Portuguese, RAL), which seeks a solution through mediation, conciliation or arbitration. Using these entities is free of charge or low-cost for the consumer and can be done electronically.

Information on all ADR entities accredited in Portugal is available on the Consumer Portal (Portal do Consumidor) at www.consumidor.gov.pt. The list of entities may change, so please always check the portal when submitting your request.

4. CNIACC and regional arbitration centres

The National Centre for Information and Arbitration of Consumer Disputes (Centro Nacional de Informação e Arbitragem de Conflitos de Consumo — CNIACC) is one of the nationwide alternative consumer dispute resolution entities and can be contacted at www.cniacc.pt.

There are also regional consumer dispute arbitration centres, which operate by geographical area: the Lisbon Consumer Dispute Arbitration Centre (Centro de Arbitragem de Conflitos de Consumo de Lisboa — CACCL), at www.centroarbitragemlisboa.pt; the Porto Consumer Information, Mediation and Arbitration Centre (Centro de Informação, Mediação e Arbitragem de Consumo do Porto — CICAP), at www.cicap.pt; and the Algarve Consumer Information, Mediation and Arbitration Centre (Centro de Informação, Mediação e Arbitragem de Consumo do Algarve — CIMAAL), at www.consumoalgarve.pt. The competent centre generally depends on the area in which the dispute arises or in which the consumer resides. Please consult the respective websites to confirm their territorial competence and how to submit a request.

We declare that, in accordance with the law, we inform consumers of the ADR entities they may turn to when a complaint is not resolved directly. Membership of a specific entity, where applicable, will be indicated on this page.

5. European platform and cross-border disputes

For several years, the European Union provided a European online dispute resolution platform for consumers. The platform has been discontinued and you should therefore not rely on it for new complaints. If you are a consumer residing in another Member State, you can obtain support from the European Consumer Centre in your area, which assists with disputes involving businesses in other EU countries.

In any case, the consumer retains the right to bring the matter before the competent courts, in accordance with Portuguese law.