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The European Union has set up a website to support consumers in submitting their complaints about any dispute in which they are involved. In this context, MSTORE provides all the information so that you can exercise your right to complain to an official, third party and impartial entity in the process. Thus, if you are dissatisfied with the purchase of a good or service on our website, or with the solution presented by us to resolve the situation, you can access this official website and expose your dispute.
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 in the resolution, or guidance of any conflict, before opening litigious 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 and the merchant who is the target of his complaint. The intermediary may 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 committee in the field of consumer disputes'.
Alternative dispute resolution is generally less expensive, less formal and faster than the judicial route.
MSTORE provides the websites of some of these entities that can help you present your arguments:
Suggestions for Alternative Dispute Resolution Entities
CNIACC – National Center for Information and Arbitration of Consumer Conflicts
http://www.arbitragemdeconsumo.org/
Lisbon Consumer Conflict Arbitration Centre
http://www.centroarbitragemlisboa.pt/
Vale do Ave Consumer Conflict Arbitration Center/Arbitration Court
http://www.triave.pt/
CIAB – Consumer Information, Mediation and Arbitration Centre (Consumer Arbitration Court)
http://www.ciab.pt/pt/
CIMPAS – Insurance Information, Mediation and Ombudsman Centre
https://www.cimpas.pt/