Alternative Dispute Resolution for Consumer Disputes
Dear Customer,
The European Union has created a website to help consumers file complaints about any disputes they may be involved in. In this context, ResteloVida, Cuidados de Saúde, Lda provides all the information you need to exercise your right to complain to an official, third-party, impartial entity (“dispute resolution entity”) that will help you resolve the dispute in question.
Therefore, if you are dissatisfied with the purchase of a good or service on our website, or with the solution we have presented to resolve the situation, you can access this official website https://webgate.ec.europa.eu/odr/main/?event=main.home.show and submit your complaint.
What is alternative dispute resolution?
Alternative dispute resolution is the possibility that all consumers have at their disposal to resort to official entities that help them resolve or guide them through a conflict before opening litigation proceedings in court.
As a general rule, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between themselves and the trader who is the target of their complaint. The intermediary may suggest a solution to their complaint, impose a solution on both parties, or bring the parties together to find a solution.
You may be familiar with 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 formal, and faster than going to court.
See Law No. 144/2015, which transposes Directive 2013/11/EU.
ResteloVida, Cuidados de Saúde, Lda, provides the websites of some of these entities that may help you present your arguments:
Suggestions for Alternative Dispute Resolution Entities
CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
http://www.arbitragemdeconsumo.org/
Centro de Arbitragem de Conflitos de Consumo de Lisboa
http://www.centroarbitragemlisboa.pt/
Centro de Arbitragem de Conflitos de Consumo do Vale do Ave/Tribunal Arbitral
CIAB – Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo)
CIMPAS – Centro de Informação, Mediação e Provedoria de Seguros