Dear customer,

The European Union has created a website to support consumers in submitting their complaints about any claim they are involved in. In this context, the website ellabiju.com provides all the information you need to exercise your right to complain to an official, third-party and impartial entity in the process (a “dispute resolution entity”) that can 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 presented to resolve the situation, you can access this official website https://ec.europa.eu/consumers/odr/main /index.cfm?event=main.home2.show&lng=PT and present your objection.

What is alternative dispute resolution?

Alternative dispute resolution is the possibility for all consumers to have access to support and official entities that help them resolve or provide guidance on any conflict, before opening litigation proceedings 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 him/herself and the trader who is the subject of his/her complaint. The intermediary may suggest a solution to the complaint, import a solution from 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 committee in the context of consumer disputes'.

Alternative dispute resolution is, as a rule, less expensive, less formal and faster than the judicial route.

The website ellabiju.com provides the websites of some of these entities that may help you present your arguments:

Suggestions for Alternative Dispute Resolution Entities:

CNIACC – National Center for Information and Arbitration of Consumer Conflicts
https://www.cniacc.pt

CACCL - Lisbon Consumer Conflict Arbitration Center
http://www.centroarbitragemlisboa.pt/

Vale do Ave Consumer Conflict Arbitration Center/Arbitration Court
http://www.triave.pt/

CIAB – Consumer Information, Mediation and Arbitration Center
http://www.ciab.pt/pt/

CIMPAS – Insurance Information, Mediation and Ombudsman Center
https://www.cimpas.pt/